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Title:  Manager, US IT Call Center, Global Banking and Markets Engineering, New York




Requisition ID: 112774

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


Looking for a driven visionary to conduct a transformation of the way we perform technical support in the US. In this role, you will contribute to the overall success of the SCUSA and GWB in the United States ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. You will ensure all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? You will be responsible for:

  • The overall success of the US Information Technology Call Center, which provides the intake, resolution or assignment of technical requests and trouble tickets for the organization’s US staff
  • 1st level support of all desktop hardware and software issues, mobile device configuration and troubleshooting, business operations and general support
  • Lead by example.  Develop the staff, systems and processes used to ensure best-of-class IT support services in a fast-paced banking environment
  • Champion a high-performance, customer focused culture to deepen client relationships and leverage broader bank relationships, systems and knowledge
  • Develop relationships with enterprise subject matter experts, support teams and 3rd party vendors
  • Fields incoming help requests from end users via telephone, Service Now tickets and email in a professional, courteous, effective and efficient manner
  • Document all pertinent end user identification and issue description in the company’s ticketing system
  • Applying diagnostic methodology to aid in troubleshooting
  • Performing remote fixes at the desktop and mobile device level, including installation, upgrades and configuration of systems and applications
  • Resolving computer, laptop, mobile device and printing issues
  • Supporting Windows 10, Office 2013, Office 365, Active Directory and enterprise applications
  • Periodically supporting other IT groups as needed
  • Adhering to established information security standards and procedures
  • Understanding the bank’s risk appetite and risk culture to aid with day-to-day activities and decisions
  • Implementing and adhering to standards and procedures specified by the U.S. CISO
  • Supporting audit and regulatory requests
  • Designing, implementing and enforcing proper operational procedures and processes
  • Actively pursuing effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct

Do you have the skills you need to succeed? We'd love to work with you, if you have:

  • An undergraduate degree in computer science, business or related field
  • At least 5 years of current hands-on experience
  • Proven excellence managing staff of technical resources
  • Excellent knowledge of IT support and customer services best practices
  • Excellent knowledge of Windows, Office 365 and remote access technologies
  • Excellent knowledge of Service Now and phone IVR systems
  • Top-notch Troubleshooting skills
  • Excellent oral and written communication skills
  • Financial services industry experience preferred
  • The ability to be a top-notch mentor to team
  • Developing best practices and ensure adoption within the team
  • Accountable for call center activity in the U.S.
  • Experience ensuring incidents and calls are resolved in a timely manner, prioritizing high risk issues
  • Be an ambassador to represent the IT department to business partners.
  • The ability to continually improve: train call center technicians; Reduce the volume of tickets
  • Maintain a knowledge base of technical issues and solutions
  • The flexibility to periodically work nights and weekends as needed
  • Experience managing onsite and offsite teams


Location(s):  United States : New York : New York City 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  


We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and their differences and similarities are embraced. Learn more here.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

Nearest Major Market: New York City

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