Job Description

The Lead, Technical Support job manages a team that develops multiple types as well as categories of technical architecture and operating systems for running end user applications. Working in partnership with other leaders in information systems architecture on policy and strategy implementation for short-term goals, this job leads a team responsible for developing and implementing products, processes, standards and operational plans in support of information systems architecture and the enterprise.

Key Responsibilities and Duties

• Leads complex architecture requirements analysis to convert end user needs into technical solutions.
• Manages systems design and technology constraints in accordance with compliance requirements within systems architecture and the organization.
• Manages the development of key capabilities and performance requirements when developing system architectures.
• Implements strategies and activities to deliver solutions requiring integration of multiple platforms, operating systems and applications across the enterprise.
• Liaises with senior leaders to discuss the design of the technical architecture clearly to other leaders within the organization.
• Manages performance of team through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and development of team.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
9PL

Job Posting Title

Associate Director, EUS SD and DTS India Lead

Summary

TIAAs End User Services team is responsible for Desktop and OS support.

The EUS SD and DTS India Lead is responsible for managing a set of resources for Service Desk, L1 / L2 Desktop Support, Site Management, Hardware Asset Management, VIP Support & Knowledge Management.

Key Responsibilities & Duties:

• Manage the Service Desk
• Manage L1.5 / L 2 Support for Desktops, VDI, OS & infrastructure agents.
• Manage EUS Site Support
• End to end management of Hardware Assets
• Ensure knowledge articles & SOPs are published & kept up to date.
• Manage & support the delivery of projects in EUS.

Required Experience & Expertise

• Fifteen or more years of End User Services support experience including:

• Knowledge & experience of managing Service Desk
• End-to-end Desktop Hardware lifecycle
• Hardware Asset Management
• Management of Knowledge Articles
• Preparation, adoption & implementation of Operating Procedures
• Thorough understanding of ITIL Framework
• Technical understanding of functions supported by the team.
• Knowledge & experience of supporting VDI environments.
• Understanding of Microsoft Office 365 products
• Advanced Excel & data handling skills
• Presentation skills

Desired Qualifications

• Bachelors degree in computer or information science preferred.
• ITIL Certification Preferred

Work Experience

15 Years Required

Physical Requirements

Physical Requirements: Sedentary Work



Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email:

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click .

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click .

For Applicants of Nuveen residing in Europe and APAC, please click .

For Applicants of Greenwood residing in Brazil (English), click .

For Applicants of Greenwood residing in Brazil (Portuguese), click .

For Applicants of Westchester residing in Brazil (English), click .

For Applicants of Westchester residing in Brazil (Portuguese), click .

TIAA