It Helpdesk Manager Jobs in Raleigh, NC (NOW HIRING)

First Citizens is seeking an experienced IT Manager – Global Command Center to lead a team of operators responsible for the monitoring, execution, and support of critical processing activities across the enterprise. This frontline management role provides leadership for a technology  operations team supporting distributed and mainframe environments that are critical to operations across all lines of business. 

The manager will oversee daily operations, workforce management, incident response, batch scheduling and execution, service restoration activities, operational readiness, and continuous process improvement. This role collaborates closely with infrastructure, application support, engineering, cybersecurity, and business stakeholders to ensure the reliable delivery of enterprise processing services while maintaining compliance with banking and regulatory requirements. 

As part of a larger 24x7 global support organization, this position is expected to foster operational excellence, drive service reliability, and maintain a culture focused on customer service, accountability, and continuous improvement. 

Operational Leadership 

• Lead and develop a team of critical processing operators supporting 24x7 enterprise production operations. 

• Manage staffing, scheduling, shift coverage, workload distribution, and operational readiness. 

• Ensure timely execution of batch workloads across distributed and mainframe platforms. 

• Monitor production environments and oversee critical processing activities to ensure adherence to service level agreements (SLAs). 

Production Operations Management 

• Oversee enterprise batch job execution and exception management. 

• Ensure successful daily processing of critical banking, financial, and business application workloads. 

• Coordinate recovery efforts during production incidents, outages, and disaster recovery events. 

• Partner with application, infrastructure, database, and network teams to resolve complex production problems. 

• Ensure operational procedures, runbooks, and process documentation remain current and accurate. 

• Participate in audits and support evidence collection for operational controls. 

• Enforce change management and operational governance processes. 

Team Leadership and Development 

• Provide coaching, mentoring, performance management, and career development for team members. 

• Conduct hiring, onboarding, training, and succession planning activities. 

• Promote a culture of accountability, collaboration, continuous learning, and operational excellence. 

• Foster strong partnerships across global support teams and business stakeholders. 

ojects to provide insight on end-user needs. Keeps abreast of industry trends. Identifies and holds accountable vendors in support of system updates and maintenance.

Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering

Experience 

• Experience supporting 24x7 production operations environments. 

• Experience managing enterprise batch processing across distributed and/or mainframe systems. 

• Experience leading incident response and service restoration activities within mission-critical environments. 

Required Technical Skills 

• Enterprise batch scheduling and workload automation platforms 

• Mainframe operations including z/OS environments and batch processing concepts. 

• Distributed systems operations including Linux, Windows Server, and enterprise applications. 

• Production monitoring and event management tools. 

• Understand and drive ITSM processes. 

• Understanding of file transfer technologies, job scheduling dependencies, and enterprise processing workflows. 

• Experience in large scale project management impacting batch and mainframe technology development. 

Required Leadership Skills 

• Team leadership and employee development. 

• Operational decision-making under pressure. 

• Strong organizational and prioritization skills. 

• Effective conflict resolution and problem-solving abilities. 

• Strong verbal and written communication skills. 

• Stakeholder management and executive communication capabilities. 

Preferred Qualifications 

Experience 

• Experience within the financial services, banking, or highly regulated industry. 

• Experience working within geographically dispersed or global support teams. 

• Experience leading technology modernization and automation initiatives. 

Preferred Technical Skills 

• Control-M administration and scheduling experience. 

• IBM z/OS, JES2/JES3, TSO, SDSF, JCL, and related mainframe technologies. 

• Enterprise monitoring platforms such as Splunk, Moogsoft, Dynatrace, AppDynamics, SolarWinds, or similar tools. 

• ServiceNow or other ITSM platforms. 

• Familiarity with DevOps, Site Reliability Engineering (SRE), and platform operations concepts. 

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering

Experience 

• Experience supporting 24x7 production operations environments. 

• Experience managing enterprise batch processing across distributed and/or mainframe systems. 

• Experience leading incident response and service restoration activities within mission-critical environments. 

Required Technical Skills 

• Enterprise batch scheduling and workload automation platforms 

• Mainframe operations including z/OS environments and batch processing concepts. 

• Distributed systems operations including Linux, Windows Server, and enterprise applications. 

• Production monitoring and event management tools. 

• Understand and drive ITSM processes. 

• Understanding of file transfer technologies, job scheduling dependencies, and enterprise processing workflows. 

• Experience in large scale project management impacting batch and mainframe technology development. 

Required Leadership Skills 

• Team leadership and employee development. 

• Operational decision-making under pressure. 

• Strong organizational and prioritization skills. 

• Effective conflict resolution and problem-solving abilities. 

• Strong verbal and written communication skills. 

• Stakeholder management and executive communication capabilities. 

Preferred Qualifications 

Experience 

• Experience within the financial services, banking, or highly regulated industry. 

• Experience working within geographically dispersed or global support teams. 

• Experience leading technology modernization and automation initiatives. 

Preferred Technical Skills 

• Control-M administration and scheduling experience. 

• IBM z/OS, JES2/JES3, TSO, SDSF, JCL, and related mainframe technologies. 

• Enterprise monitoring platforms such as Splunk, Moogsoft, Dynatrace, AppDynamics, SolarWinds, or similar tools. 

• ServiceNow or other ITSM platforms. 

• Familiarity with DevOps, Site Reliability Engineering (SRE), and platform operations concepts. 

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.