Technology Operations Associate Manager (Service Desk)

Job description

About this role: Wells Fargo is seeking a Technology Operations Associate Manager. In this role, you will: Supervise team and oversee processes to ensure timely completion, quality and compliance in Technology Operations Manage the operational outcomes of key IT services delivered by network services and operations, database services, infrastructure services including server and storage services Identify opportunities for process improvement and risk control development Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business Manage backups and recovery, ensure recovery includes periodic tests to ensure business continuity Work with IT Risk Management, Compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed Institute controls in partnership with Operation Risks to ensure risk management is sustainable Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed Make daily supervisory decisions and resolve issues related to technology operations Collaborate with and consult with peers, colleagues and managers Manage allocation of people and financial resources for technology operations Mentor and guide talent development of direct reports and assist in hiring talent Required Qualifications: 4+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education 1+ years of Leadership experience Desired Qualifications: Strong leadership and people management skills. Expertise in IT Service Management (ITSM) frameworks. Ability to analyze operational data and identify improvement opportunities. Excellent communication and stakeholder management abilities. Job Expectations: Team Leadership & Development - Manage and mentor Service Desk Leads and agents. Allocate resources effectively and ensure coverage for all shifts. Drive talent development and assist in hiring processes. Operational Oversight - Monitor daily operations, including incident management. Conduct regular reviews (daily, weekly, monthly) with stakeholders and vendors. Ensure adherence to SLAs and escalation protocols Incident Management - Implement and follow Incident management processes for scope or schedule adjustments. Track and report significant problems and incidents, ensuring timely resolution. Stakeholder Engagement - Collaborate with internal teams and external vendors for service delivery. Communicate risks, readiness plans, and operational impacts to sponsors and business units. Operational Excellence - Ensure smooth functioning of IT Service Desk operations, meeting SLAs for response and resolution times. Monitor key metrics such as AHT (Average Handling Time), MTTR (Mean Time to Resolve), FCR (First Call Resolution), and NPS (Net Promoter Score). Leadership & Team Development - Lead and mentor a team of Service Desk analysts and leads. Foster a culture of accountability, continuous improvement, and professional growth. Address performance gaps and coach team members for success. Process Adherence & Governance - Implement ITIL-based processes for incident, Ensure compliance with organizational policies and risk controls. Drive automation and knowledge management initiatives to improve efficiency. Posting End Date: 3 Nov 2026 *Job posting may come down early due to volume of applicants. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo . Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo. b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.