Manager End User Computing

Position Title: Manager, End User Computing Specialist
Line of Business: Capital Markets
Est. Start Date: ASAP
Length of Contract: CTH
Possibility of Extension?: Yes
Possibility of FTE?: Yes
Physical Working Location (BMO office address required): 151 West 42nd street, New York
Is this role remote?: No - 100% on-site
Hours of Operation: 8am - 6pm
Dress Code: BMO Standard, DFYD
Max Bill Rate (hourly): Open
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Role Mandate: This job description is for an Analyst, so this person should have all the listed technology at the manager level.
This candidate must be well versed in Desktop / Server Windows Operating System Configuration methods including Standalone Physical / Virtualized Environments, Image management, Support of LAN / WAN networks, Email Systems (Exchange, Office 365 Cloud, and Others), SCCM, Disaster Recovery methods, Business Continuity Planning, Market Data/ Business application Support, and Troubleshooting. The successful candidate should be able to analyze simple and complex Desktop/Server operating system issues and participate in troubleshooting in ALL End User problems scenarios, including but not limited to, Windows Active Directory, Group policies, End point devices (Desktops, Laptops, Thin Clients, Tablets, Mobile Devices, etc.), Investment / Trading applications, firewall issues, Domain namespace White/ blacklisting, printer issues, Client email delivery problems, virtualized system (VDI) errors, various compliance issues, and other problems.
Candidate Value Proposition (CVP):
This role allows the candidate(s) to work in an established institution and with multiple groups within BMO, which will allow candidate(s) to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development. BMO is a good company with great culture and a global presence! The successful candidate will also demonstrate excellent technical excellence, customer interaction and white glove service skills in all communications, whether client-facing or internally with Help Desk Engineering & Support peers.
Group Culture:
This individual will be managing 7-8 engineers directly. They will work in a collaborative, professional, and friendly environment. MS Teams is available throughout the day for team members to communicate and there are daily touchpoints.
Role Responsibilities Include (but are not limited to):
Oversee the Installation, Troubleshooting and Support for Operating System windows 7/10 /11, MAC OS), MS Office 365 suite, One Drive, MS teams, and other Investment & Corporate Banking / Trading applications
Imaging/Re-imaging of corporate and BYOD End User systems (Laptops / Desktop/ Thin Client devices) utilizing SCCM platform based on SN approved tickets
Provide excellent technical and troubleshooting support on Mobility devices such as: (Android/iOS/iPhone/iPads), Mobile Device & application Management to BMO Capital Markets executives and users
Provide MFDs Support for the Imaging devices (print/scan/copy/fax) at the site
Internal Move / Add /Change support including large scale/bulk office moves/re-stacking activities, etc. (all moves)
Well versed in providing White Glove VIP/ Concierge Services, Home / Remote support to ALL BMO CM (Capital Markets) End User community
Provide IT orientation and training to ALL new CM employees on existing Desktop/ Laptops systems and software
Ability to coordinate CM End users' issues with various Level 3 Server / Network support groups and project teams for service delivery enhancements, maintenance and upgrades
Provide Smart Hands and Eyes Support - for servers, network and security devices in remote site locations, as per BMO policies and procedures and when requested by IT management
Provide accurate and timely logging of customer incidents/ services requests in Service Now to meet agreed upon service level agreements (SLA)
Supporting ALL End User Device Lifecycle Management activities as per BMO Capital Markets policies and procedures
Participate in maintain appropriate IT equipment Inventory and sparing requirements
Maintain Asset Management tools that support automatic discovery (such as SCCM), facilitate effective device deployment, re-use of assets, and provide a common view of user's information
Provide "value added" End User consultation for short "how to questions"
Perform end-user related Audit / Compliance / Security controls such as: Access reviews, risk assessments, controls verifications, Asset Management facility inspections, maintenance of verification logs on need basis
Perform break-fix support for Laptop, desktop, tablets, and associated hardware peripherals with 3rd party vendors for warranty repair/replacement
Provide On-call support if required outside business hours on a rotational basis
Provide IT End User support for disaster recovery and emergency response activities in the event of emergency situations at local site
Provide basic AV and conference room and meeting setup service during business hours and as requested
Must-Have Skills:
Previous banking / FI experience
Understanding how Mobile Device Management Platform (Intune, AirWatch, Mobile Iron, etc.)
Experience supporting market data applications such as: Bloomberg, FactSet, Reuters, etc.
Understanding to troubleshoot hardware related issues - Dell/ Client Desktops / Laptops, surface book or surface studios, Apple devices, non-apple devices
5 + years working knowledge of Client Windows operating systems, Active Directory, group policies
5 + years of hands-on experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN troubleshooting network issues
5- 10 years of IT End User Trade Floor experience in a leading financial firm in high paced environment
Ability to diagnose the problem and take it to resolutions
Experience handling End Users and trade floor work
Nice-to-Have Skills:
Technical certifications such as: ITIL Certification, CompTIA A+, Network+, Security+, Client Certified Professional (MCP) is an asset
Experience with Apple products would be advantageous and helpful
Working experience in a Managed Services Provider is a plus
Soft Skills:
Strong verbal / written communication skills
Process-driven, self-managing, ability to meet deadlines
Strong attention to detail
Educational Requirements:
BS/BA in Computer Science, Information Technology, or an equivalent hands-on experience
Interview Process:
MS Teams, 30 Minutes - Then Onsite
100% fully on-site position