System Operations Manager - Trade Support

Wells Fargo•Houston, TX

13d•Onsite

About The Position

This leadership position within End User Services leads Trader Desktop and Voice Support across trading floors in the Central and Western United States, supporting Commodities, Equities, Fixed Income, and Advisor trading businesses. The role oversees operational performance, risk management, incident resolution, and service delivery for critical desktop, voice, and collaboration technologies. It includes team leadership, onboarding, performance management, workforce planning, and partnership-building with Lines of Business. The manager works closely with Technology, Risk, Compliance, and Engineering teams to deliver support aligned with regulatory, security, and operational requirements while maintaining service excellence and meeting Service Level Agreements (SLAs). The position manages Systems Operations Engineers who support traders and oversees the allocation of people and financial resources. It also makes and resolves decisions involving operating systems, application software, and system management tools; interprets and develops policies and procedures; and supports compliance and risk management requirements. The role is expected to identify opportunities to improve efficiency and reduce manual intervention, engage stakeholders, collaborate with analysts, IT personnel, and vendors, and mentor direct reports and assist with hiring. The position is required to be performed in the office five days per week. Visa sponsorship is not offered.

Requirements

At least 5 years of Systems Engineering and Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience, or education.
At least 2 years of leadership experience.
At least 1 year of direct management experience within technology.
Ability to work in the office five days per week.
Ability to represent one's own experience directly during the recruiting and hiring process.

Nice To Haves

At least 4 years of experience leading and developing individual contributors in an IT or end-user services environment supporting trader floors.
Bachelor's degree or above in Computer Science, Business, or another related discipline.
Ability to lead and drive operational efficiencies, improvements, and automation.
Experience owning processes, procedures, or service offerings of moderate-to-high complexity.
Strong understanding of IT service operations, incident and problem management in ServiceNow, and continuous improvement.
Demonstrated risk management discipline and adherence to enterprise policies and controls.
Experience balancing business outcomes with risk and regulatory requirements.
Experience with cloud technologies, including Azure, Google Cloud Platform (GCP), and AWS.
Ability to drive operational efficiency and improve productivity.
Ability to work well under pressure and deliver information and services quickly.
Experience with data analysis using Microsoft Suite and ability to create executive summaries and PowerPoint presentations.
Ability to use data analysis and reporting tools to track operational performance, identify trends, and deliver insights through dashboards and executive summaries.

Responsibilities

Manage a Systems Operations Engineers team providing desktop and voice support to traders.
Engage stakeholders and internal partners associated with the Systems Operations functional area.
Identify and recommend opportunities to improve system efficiency and reduce human intervention in technical tasks.
Make decisions and resolve issues involving operating systems, application software, and system management tools to meet business objectives.
Interpret and develop policies and procedures, and understand compliance and risk management requirements for the supported system area.
Collaborate and consult with analysts, Information Technology personnel, and vendors.
Manage mid- to highly experienced analysts.
Manage allocation of people and financial resources for Systems Operations.
Mentor and guide the talent development of direct reports and assist with hiring.
Lead Trader Desktop and Voice Support across Central and Western U.S. trading floors.
Oversee operational performance, risk management, incident resolution, and service delivery for desktop, voice, and collaboration technologies.
Support onboarding, performance management, workforce planning, and partnerships with Lines of Business.
Work with Technology, Risk, Compliance, and Engineering teams to meet regulatory, security, operational, and SLA requirements.
Use data analysis and reporting tools to track operational performance, identify trends, and provide insights through dashboards and executive summaries.