Team Leader - HelpDesk- Technology

Edward Jones•Tempe, AZ

25d

About The Position

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns. Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career. The Technology Support Team Leader plans to direct and lead a team of associates and contractors responsible for contact operation, regulatory, security, support, development, disaster recovery, and implementation of technologies. As the Team Leader at Technology HD Support, you will be placed in a critical role in engaging with all areas of the Technology division at the tactical, operational, and strategic levels

Requirements

Bachelor's degree preferred or related work experience.
Minimum of 5 years of experience directly related to Information Systems Technology with at least 2 years in a leadership role (mentoring associates, lead analyst, project leaders, etc.) preferred.
Ability to effectively guide root cause analysis and outage resolution using appropriate tools and troubleshooting techniques
Ability to translate business objectives into tactical actions and assist in defining a strategy for ongoing end support
Ability to adapt and evolve the support organization to meet ever-changing demands related to cost/efficiency and improved SLAs
In-depth understanding of hardware including but not limited to workstations, printers, check scanners, and other peripherals
Required understanding of modern technologies related to or dependent on the division's systems including collaboration, networks, mobile, and remote connectivity technologies
Confident communicator that can explain technology to non-technical audiences
Knowledge of business system interactions, infrastructure dependencies, system controls, monitoring, etc.
Understanding of system development methodologies and processes within IS (change management, QA, Project Life Cycle, Agile, DevOps, etc)

Responsibilities

Understanding of the Branch and Home Office Hardware, processes, and other technologies
Manages and develops self while internalizing leadership feedback
Establish and maintain effective communications and relationships across teams, departments, countries, vendors, and other divisions
Must be able to establish and maintain effective relationships with vendors while aligning to the firm's objectives
Develop and maintain effective organization of responsibility, including efficient recruiting, training, performance standards, delineation of duties and responsibilities, forecasting and supervision
Holds topical/product teams accountable through data analytics
Align team activities, strategies, responsibilities, and objectives with the firm's strategic direction
Develop and execute ongoing improvements for processes related to the team (e.g. resource management and support processes)
Ensure prudent use of the firm's financial resources
Provide leadership, development, and mentoring to associates through examples and timely feedback
Creates and measures team and department quality and velocity of support for all users
Develop successors for key positions on their team
Ensure the execution and quality of enhancements, support, and projects
Provide leadership, development, and mentoring to associates and peers through examples and timely feedback

Benefits

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage.
Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates.
Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account.
Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism.
Associates may be eligible for bonuses and profit sharing.
All associates are eligible for the firm's Employee Assistance Program.

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