Managing Director, Global End User Services

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Company: TIAA
Location: United States

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COMPANY OVERVIEW:

As long as there are people who make the world a better place, we’ll keep making a difference for them. Since 1918, it has been TIAA’s mission to serve those who serve others. It is this mission and the values we embrace that make us a different kind of financial services organization.

When you work here at TIAA, you’re not just in it for yourself. You are part of something bigger. A collective mission to make a difference – a collective mission we make our own.

To be difference makers.

For more information about TIAA, visit our website.

POSITION SUMMARY:

The Managing Director, Global End User Services, will own the day-to-day operations and engineering for End-User Support services including service desk, desktop support, applications, systems and tools in support of our global workforce. This highly visible senior leadership role will be responsible for End-User Infrastructure platforms strategy, roadmap creation/execution, and technical implementation and support of desktops, laptops, video and voice services. A critical aspect of the role is to execute the IT Transformation program for End-User product areas including the M365 suite, and virtual desktop technology. Responsible for creating an exciting and energizing environment focused on its people, processes, and technologies during a period of tremendous change; leading with a balanced approach to quality, risk, and cost; driving efficiency and effectiveness throughout the organization; building a strong bench of future leaders. The successful candidate must have a proven ability to execute with operational excellence, while driving an ever improving user experience. The focus will be on delivering exceptional service every time, everywhere, on a global scale. Domain expertise is key as you define and implement a best-in-class global service that meets TIAA’s march towards a global operating enterprise

KEY RESPONSIBILITIES AND DUTIES:
LEADERSHIP RESPONSIBILITIES
  • Lead the End User global technology roadmap, design, and implementation with key focus on M365 implementation, virtual desktop and Active Directory consolidation across TIAA global businesses and affiliates
  • Responsible for full End-User compute platforms product life cycle and related budget planning
  • Build a high performing team of End-User SMEs and platform leads while mentoring on best practices, technology, and adoption
  • Define and execute a global workforce support strategy that enables our people to be productive 7×24 regardless of geography
  • Develop operational metrics, participate in service reviews, continually improve your Service
  • Research new End-User technologies and prototype solutions that can be leveraged to decrease costs and increase performance
  • Develop and maintain standards for desktop, laptop, mobility and audio/visual assets
  • Execute POCs and feasibility studies to validate next-gen product concepts and technologies leveraging results to guide business and technology decisions
  • Drive a service management discipline that is automated and optimized service delivery
  • Execute End-User service delivery aspects including Operating System and Hardware upgrade, desktop images buildout and software packaging that involve helping to sustain and optimize the endpoint environment to ensure that it is designed, protected and managed effectively
  • Define and deliver selection of appropriate tools and direct implementation of target state End-User solutions, service management, and service catalog integration
  • Partner with Application Development and Cyber security to architect, design and implement solutions that specify and solutions and best practices

PREFERRED EXPERIENCE
  • A proven track record of technical experience with Windows Desktop & Server Operating Systems, Active Directory, M365 SCCM, BlackBerry Work, and other desktop management tools and platforms
  • Deep understanding of Virtualization Systems; including, Citrix
  • Solid understanding of collaboration technologies and audio visual systems as well as mobility, device and data management
  • Apple device management including iOS
  • Master’s degree preferred along with relevant industry certifications (e.g. Microsoft, AWS, and VMware)
  • Executive presence with very strong leadership attributes, business acumen, analytical, problem solving and verbal and written communication skills with willingness to travel
  • Passion for leading change and ability to bring others along