Service Desk & Transformation Manager

Job Description
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead at JPMorgan Chase within the Global Banking's Client Onboarding and Service team, you will play a pivotal role in ensuring the operational stability, availability, and performance of our production services. Your responsibilities will include critical analysis and daily supervision of the firm's systems maintenance. You will be responsible for identifying, troubleshooting, and resolving issues to guarantee a seamless user experience.
Job responsibilities

• Manage 3 local Transformation teams (in partnership with their international managers)
• Support the core applications and provide application guidance to users
• Perform User Acceptance Testing for Navigator application; and
• Perform product development for Navigator application
• Ensure that all Service Requests/customer issues are handled in a timely and appropriate manner
• Manage monthly metrics and drive projects which produce increased customer satisfaction, and make sure these align to the yearly goals/objectives
• Protects the firm by applying sound risk management protocols and adhering to regulatory requirements
• Recognize events or issues that require group management involvement
• Raise issues to management in a timely and effective manner as appropriate and takes ownership of escalated client issues and leverages the appropriate resources to champion results
• Seek out additional process improvement and integration opportunities proactively

Required qualifications, capabilities, and skills

• Knowledge on Incident management, Knowledge & Problem management
• The incumbent must be highly organized and able to manage multiple tasks.
• 10+ years of proven customer service experience to include proven problem resolution experience.
• Previous experience in service management processes, e.g., service desk, change, incident, problem, and knowledge such as ServiceNow or comparable platform
• Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
• Strong verbal and written interpersonal and communication skills
• Ability to manage multiple teams and develop meaningful relationships to achieve common goals
• Excellent initiative and assertiveness

Preferred qualifications, capabilities, and skills

• ITIL V4 certified. Knowledge on ServiceNow tool for service desk incidents
• Knowledge on Excel, Word, PowerPoint experience

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.