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Job Details

Technical Support Manager

Company name
Ally Financial Inc.

Location
Charlotte, NC

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Profile

Technical Support Manager

Ally

Charlotte

NC

Job #627294900

Position Description

Field Operations Manager -- Executive and VIP Support, permanent employment opportunity leading a technical support team that provides IT support at the Executive and VIP level. The Executive IT Support team is responsible for first and second level support for standard software and hardware in a Windows and MAC environment. This position provides effective diagnostic evaluation of end-user needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the executive's satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolves technical problems, timely response to telephone calls, email and personal requests for technical support. The position also requires accurate documentation and tracking to ensure a timely resolution. The candidate will also be called upon to deliver technical training and support needs for Executive Admins either by phone or remote session. Support and demonstration of company values and expectations for customer support and satisfaction are the fundamental to this team

Job Responsibilities

Collaborates closely with the End User Computing (EUC) Team to analyze the current state of processes and systems, then uses that information, along with technology roadmap to mature the Executive Support environment.

Directly accountable for the technical support analysis, requirements elicitation and process design for the Executive support team.

Allocates and directs resources to accomplish tasks, and maintains control of schedule(s) and deliverable quality.

Responsible for resolving issues and mitigating risks, and escalating issues/risks when appropriate.

Manages teams; which may include Ally employee and/or vendor team members, informs the team of its progress; leads/develops Ally staff members.

Acts as team's interface to IT and Business Partners; develops/maintains strong relationship with vendor teams and vendor management.

Ability to perform excellent under pressure and respond quickly in a fast-paced and highly visible environment

Provides backup support for peers as required

Qualifications

BS and 10 years of work technology experience or equivalent work experience

Strong customer facing and relationship building skills at the executive level

Ability to communicate and work with end users with minimal computer experience

Strong computer literacy skills with an emphasis on hardware, software installations and use.

Advanced computer abilities with the understanding of terminology and functionality of Microsoft applications, Including O365, WIN 7, WIN 10 and internet browsers (Chrome, IE and Edge) are critical for support.

Advanced computer abilities with the understanding of cloud computing

Proficient in Active Directory -- Employee Life Cycle, OU management, Distribution lists, Group and File Share management

Advanced knowledge of supporting Endpoint solutions within a Windows and MAC environment

Working knowledge of Cyber security and risk mitigation technical solutions

Advanced knowledge for support of mobility devices (iOS and Android) onsite and remote with the vendor.

Avaya, Mitel and Cisco phone troubleshooting (VoIP)

Printer/Copier/MFP troubleshooting support (Dell, HP, Ricoh, Canon, Xerox, Zebra)

SharePoint knowledge and administration management is a plus

Previous AV experience is a plus

Previous experience answering Service Desk calls, ticket triage and escalations

Working knowledge of ITSM systems -- ServiceNow

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Business Unit/Enterprise Function

Ally's Information Technology (IT) organization is focused on supporting and improving the position of our industry-leading business franchises through cost effective, innovative IT solutions, as well as overseeing critical functions that enable the day-to-day operations of the entire Ally Financial enterprise. IT is also responsible for the administration and execution of information protection, disaster recovery and IT risk management.

Total Rewards Information

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work -- and outside of it and includes:

Industry-leading 401K retirement savings plan with matching and company contributions

Wellness program encouraging healthy living with financial rewards

Flexible health insurance options including dental and vision

Pre-tax Health Savings Account with generous employer contributions

Pre-tax commuter benefits

Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, child care discounts, tuition reimbursement, LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs

Ally is an Equal Opportunity Employer

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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.

Job Title:

Technical Support Manager

Company:

Ally Financial Inc.

Category:

Information Technology

BU Function:

IT

Requisition ID:

18-5440

Updated 04/10/2018

Company info

Ally Financial Inc.
Website : http://www.ally.com/

Company Profile
Ally Financial Inc. was founded in 1919 as the General Motors Acceptance Corporation (GMAC), a provider of financing to automotive customers. Since then, the business has expanded to include insurance, direct banking and commercial finance. See the timeline to trace Ally's evolution.

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