Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in the Corporate Sector's Enterprise Technology group, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. This is a senior-level technical position managing one of the largest VDI deployments globally consisting of 340,000 virtual desktop instances. The role combines hands-on technical expertise with client-facing responsibilities, requiring both deep technical knowledge and strong communication skills. You will be directly responsible to manage multiple areas of the firm’s VDI technology infrastructure. Your deep knowledge and expertise are leveraged to set the overall direction and short-term operational goals. Work cross-functionally to drive the adoption and implementation of technical methods within various teams and aid the firm in remaining at the forefront of industry trends, best practices, and technological advances.

Job responsibilities

Manages the firms overall global VDI capacity, performance, hygiene and buildsResponsible for the entire production environments of the VDI estate and all service deliveryPart of a global Operation team that provides 24/7 Level 3 customer support from client and stakeholder escalations and VDI infrastructure issues while following the sun model actively participating from incident resolution to service restorationManages multiple technical areas and collaborates on technology projects across different technical domainsAdhere to technical standards and procedures with change management and incident managementPromotes and champions the development of technological methods, techniques, and various analytical approaches across the infrastructure domainsManages multiple stakeholders and projects across various technology partners with NAS, AD, Network, SQL, etc.Applies cross-functional technical expertise to a broad range of infrastructure areas by communicating, managing, and implementing strategic and operational plansDrive adoption of infrastructure automation to improve agility and reduce manual risk.Oversee Technology Lifecycle Management, including hardware/software upgrades, end-of-life tracking, and technology refresh programs

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesAdvanced knowledge in Citrix platforms, latest Citrix Virtual Apps and Desktops 2402 LTSR like Citrix connection brokers, Citrix policies, delivery groups, StoreFront, DirectorExpert in Windows OS platform skills and knowledge (Windows 11, Windows 2025, Group Policy Object (GPO), Active Directory, etc.)Expert knowledge in everything around Virtual Desktop Infrastructure (VDI) on a large enterprise scaleStrong experience with automation frameworks in scripting and automation skills in PowershellSolid understanding of risk, change and incident managements process and proceduresExperience in Microsoft Office, Microsoft 365 and other browser technologiesProven track record in a technical support environmentExcellent communication, analytical skills, inter-personal and liaison skillsStrong problem solving ability

Preferred qualifications, capabilities, and skills

10+ years of experience in the large VDI platforms utilizing Citrix, VMWare ESX and Omnissa Horizon is a plusStrong experience with automation frameworks in scripting and automation skills in Python is a plus)Performance Metrics and Reporting amnd the ability to set and document standard operating proceduresLead and mentor a global operation team membersAbility to manage corporate IT Audit Process