Technical Support Manager at Ally Financial (Dallas, TX)

| Dallas-Fort Worth, TX
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General information

Career area

Technology

Work Location(s)

2911 Lake Vista Drive, Lewisville, TX

Remote?

No

Ref #

10212

Posted Date

Tuesday, December 7, 2021

Working time

Full-time

Ally and Your Career

Ally Financial only succeeds when its people do - and that's more than some cliche people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You're constantly evolving, so shouldn't your opportunities be, too?

The Opportunity

At Ally, you get a startup feel, but experience the benefits of a company that's worked out the kinks and is fulfilling its purpose. We're always evolving and see that as a good thing. From owning our work to seeing its impact in the real world, our team is relentless in finding new ways technology can help make experiences better and help people. We are problem solvers, we value diverse thinking, we support one another, and we challenge ourselves to think bigger in the journey to deliver customer-obsessed tech solutions.

Reporting to the Field Operations Services Director, the manager of Field Operations will provide leadership of the end user support organization in one of Ally's largest sites in Lewisville, TX.

The manager will be responsible for managing the performance of client services support teams supporting Windows and Mac devices, desktop applications, and client services support teams (Ally employees - suppliers) to ensure quality service to end users. Reviews and evaluates the performance of the support teams and of the individuals on the teams; defines, implements, and monitors SLAs and other performance metrics. Ultimately accountable for project deliverables, budgets, schedules and quality. Acts as resource for procedures, processes, implementation documentation, disaster recovery, and business continuity strategy.

We are seeking an innovative thinker who can enhance an existing team to provide state-of-the-art modern services to a multi-generational workforce.

The Work Itself

  • Will determine new methods and develop new procedures for accomplishing work. Provides work direction and assigns tasks to team members.
  • Provides direct service for IT teams as well as client services to users inside the company.
  • Maintains the status and work log of tickets and maintenance tasks. Establishes performance expectations and works towards the completion of daily operational activities within specific operational level expectations.
  • Resolves daily issues to prevent or solve system malfunctions, operational desktop issues, AV or telephony issues as they relate to end point devices.
  • Reviews and updates team on new developments, projects and developing technologies.
  • Provides operational support to other enterprise technical and operational teams in order to ensure infrastructure services are highly available.


The Skills You Bring

  • BS and 5+ years experience or equivalent.
  • 5+ years Windows OS, Server and MSFT product suite support
  • 5+ years field operations support in diversified locations and settings supporting 150+ end users on prem
  • Ability to:
    • Supervise staff and make personnel decisions.
    • Implement customer quality measures and tracking processes.
    • Ensure all phases of support are managed effectively.
    • Resolve customer related technical issues.
    • Effectively communicate recurring technical issues from customers to the development team for quality assurance.
    • Work with team and deliver results that are timely, proactive and client focused.
    • Ability to liaise with leadership and shape positive outcomes that are balanced
  • Experienced with providing professional and courteous, proactive customer service
  • Sets realistic expectations and delivers on actions identified
  • Works with other operations managers to obtain unified processes and outcomes
  • Experience with managed service management, SaaS, Cloud and other software hosting protocols
  • Knowledge of specific enterprise wide IT platforms and applications. This may include the following technologies or software:
    • MSFT server and Office Suite
    • Network technologies such as Cisco, Ciena, Fortinet and network carriers
    • Windows, Mac, and Apple operating systems and devices, including hardware and networking
    • Peripherals, Teams collaboration devices, AV displays and equipment, headsets and key collaboration devices
  • Excellent verbal and written communication skills
  • Good problem solving and critical thinking skills
  • Ability to work regular 8 hour shifts but may often require longer hours based on activities


How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:
  • Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
  • Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
  • Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
  • Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
  • Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.
Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.
We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at [email protected] Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.
More Information on Ally Financial
Ally Financial operates in the Automotive industry. The company is located in Detroit, MI, New York City, NY and Charlotte, NC. Ally Financial was founded in 1919. It has 11000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 307 open jobs at Ally Financial, click here.
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