Who are we:

Citi Technology Infrastructure (CTI) provides the products and services that enable Citi's workforce, along with the majority of the financial solutions that Citi's customers rely on. We provide the critical technical foundation for Citi's operations through the infrastructure that runs business and general user computing services. We do this by working as one-team to deliver high quality, reliable and modern infrastructure technologies at the right cost. We drive to optimize the functionality and capability of the infrastructure technologies.
This position is an integral part of Global Client Services. Global Client Services is a global function within CTI, responsible for the provision of end user support to Citi’s workforce. They are focused on creating outstanding Technology support experiences for Citi’s workforce; with each experience characterized by ease of interaction, speed of delivery and technical excellence. The Global Client Services team take genuine ownership of the IT matter and do their very best to ensure Citi’s workforce are able to be as productive as possible. The Global Client Services team are responsible for supporting CTI end user services, and enabling the technology for Citi events, desktop upgrades and the end user hardware lifecycle (provision, support, upgrade, end of life).

In CTI we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

Job Description:

The Team Lead role provides technical support for the IT end user products and services used by Citi’s workforce. You will be a driven and motivated professional seeking a challenging and rewarding position. Leading, monitoring, and supervising a group of employees to achieve organizational goals. Creating a positive communication environment and encouraging team bonding. Overseeing daily operations, delegating tasks, and ensuring projects are completed on time and on budget. Providing feedback and mentoring team members. Managing conflict and making decisions. You will possess strong problem diagnosis and problem-solving skills and the ability to work effectively under pressure.

Key Responsibilities:

• Demonstrate sound understanding of technology infrastructure and end user computing concepts and principles to provide support to Citi’s workforce

• Apply comprehensive understanding of how multiple areas collectively integrate within technology infrastructure to contribute towards achieving business objectives

• Communicating goals and deadlines to team members

• Planning workloads and delegating tasks

• Creating a productive work environment for the team using gamification, trust and other appropriate strategies

• Assessing team performance and providing feedback to employees

• Assisting with hiring and training employees

• Assisting with the daily operation of the organisation

• Performing customer service functions, including interacting with customers and answering questions

• Providing teams with information about recent developments, programmes and policy changes of management

Stakeholder Management and People Responsibilities:

• Act as a liaison between various CTI groups providing direction and support on CTI goals and key initiatives

• Directly impact the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams by providing mentoring and training to junior members of the team

• Actively contribute towards self-development by creating and following development plans based on discussions with management

Skills and Experience:

• At least 5 years of experience in technical Service Desk industry

• You have good communication, presentation, and analytical skills with the ability to articulate to stakeholders

• You are enthusiastic, willing to learn, and you love sharing your knowledge with the team

• You work independently and are self-directed.

• You are a detail oriented and perseverant individual

• You enjoy collaborating and working as part of a cross-discipline team.

• You’re a self-starter with good problem-solving skills, and you continuously look for ways to improve things.

• You understand the importance of prioritization of your work.

• Providing an outstanding experience to end users is important to you.

Technology Involved:

• MS Office Professional (All Flavours)

• Various O/S Knowledge e.g. Windows 7, 10, MAC

• MS Outlook / Exchange

• Good Understanding of TCP/IP/DHCP/DNS Networks

• Mobile Apps (MS 0365, MS Authenticator)

• Helpdesk / Call Management system e.g. Service Now SaaS, Genesys

• VDI (Virtual Desktop Infrastructure)

• Active Directory

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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