Technology Operations Senior Manager (Service Desk)

Job description

About this role: Wells Fargo is seeking a Technology Operations Senior Manager. In this role, you will: Manage and develop teams of individual contributors and managers in roles with moderate complexity and risk 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 Engage and influence stakeholders, internal partners and peers Identify and recommend opportunities for technology operations process improvement and 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 Drive key strategic initiatives associated with infrastructure availability Manage backups, recovery and 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 Determine appropriate strategy and actions of technology operations team to meet deliverable Interpret and develop policies and procedures Collaborate with and influence all levels of professionals, including more experienced managers Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in technology operations Develop and guide a culture of talent development to meet business objectives and strategy Required Qualifications: 7+ years of Technology Operations experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education 3+ years of management or leadership experience Desired Qualifications: Strong stakeholder management skills with proven ability to partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives. Must have technical expertise with Contact Center Platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channel and ticketing tools such as ServiceNow Must have strong people management skills that includes people development, training and quality management Job Expectations: Demonstrated experience leading globally distributed teams and collaborating across multiple geographies, cultures, and time zones to deliver consistent service outcomes and drive operational excellence. Strong understanding of AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions within IT support environments. Hands-on knowledge of modern AI chatbot ecosystems and conversational AI platforms, with the ability to evaluate, implement, and optimize self-service experiences. Experience with Contact Center as a Service (CCaaS) platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channels. Ability to identify emerging technology trends and translate innovations in AI, automation, and digital workplace services into practical business and operational value. Familiarity with Agentic AI frameworks, workflow orchestration, and autonomous support solutions that improve employee experience, operational efficiency, and service scalability. Strong stakeholder management skills with proven ability to partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives. Demonstrated commitment to continuous learning and technology modernization, with knowledge of industry advancements in cloud platforms, automation tools, digital support channels, and AI-powered service delivery models. Posting End Date: 29 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.