Director, Technology Service Management

Federal Reserve Bank Dallas , TX 75201

Posted 3 months ago

About the Role

As the Director of Endpoint Software and Integration Management team, you are a part of a larger team which is responsible for delivering a great user experience from beginning to end "Everywhere" for the staff within the Federal Reserve System.

In this position you will be responsible for planning, organizing and operating the IT operations and support functions to meet the technology needs and goals of business customers. You will also set strategy and service levels for responsible functions and establish metrics as associated targets. The Director will also proactively identify changes to improve services for customers and will be responsible for operational oversight of multiple teams delivering technology services to customers. In this role you will also ensure resources are engaged to resolve problems prior to customer impact or service outages and provide leadership to supervisors/managers and other professional staff. You will be accountable for the performance and results of multiple related teams, specifically Quality Assurance Testing, Endpoint Integration Management and Enterprise Software Rationalization.

The successful candidate will be able to partner with and influence stakeholders within National IT and local Reserve Banks. You will drive a team that focuses on maturing our endpoint software management, licensing and testing to enhance the productivity and user experience of staff throughout the System. This position requires someone who can direct a broader virtual workforce with indirect reporting relationships.

You Will

  • Develop and maintain strategic and/or tactical plans, internal processes, and staff capabilities to support business needs and ensure customer commitments are met for service quality and cost efficiency

  • Direct staff and oversee the functional responsibilities as it relates to implementing key strategies and critical business priorities at a department or division level

  • Collaborate with other managers and officers to build solutions and maintain trust-based relationships; accountable for efficient, cost effective spending and financial responsibility within budgets

  • Maintain an insightful understanding of current happenings, the external environment and major initiatives/best practices within the Federal Reserve System and how they may affect employees

  • Partner with management to advocate, support, and participate in business strategic planning initiatives; drives performance and ensures the use of best practices and strategy alignment when solving issues

  • Make recommendations surrounding workforce resources and commit to the necessary resources to be successful

  • Develop solutions that impart business accountability, fairness, and appropriate concern; encourages and promotes culture of creativity, innovation, and continuous improvement

  • Establish and maintain regular and effective communication channels with managers, and system counterparts, to ensure proper sensitivity to needs of the organization and employees

  • Provide leadership in ensuring secure, efficient and timely integration of new technologies into the operating environment while minimizing service disruptions or project delays for Windows, Macintosh and Virtualization platforms

  • Collaborate with the End User Services Operations function to ensure seamless, uninterrupted release, deployment, operations and support of endpoint software products and services

  • Deliver escalated and complex incident resolution and interface with key vendors on escalated incidents and problems

You Will Bring

  • Bachelor's degree in applicable discipline or the equivalent is required

  • Minimum four (4) years of leadership experience in progressively responsible roles in a demanding environment; strong and inspirational leadership skills and ability to effectively manage high performing staff; including one supervisor plus 8 10 direct reports

  • Knowledge of current trends in end-user services, endpoint management, endpoint software, software licensing & contracts, and productivity solutions; leadership to help support the building of the function evolve the services

  • Proven record of addressing substantial challenges and successfully driving significant change through collaboration and matrix management; ability to motivate, develop and lead a diverse team of service providers through collaboration and consensus to reinforce a culture of service, accountability and innovation; experience in building consensus and support and resolving enterprise-level governance issues

  • Equivalent education and/or experience may be substituted for any of the above requirements

Our Benefits - You can select benefit plans that are the best fit for you at every stage of your career!

  • Health, dental and vision coverage that is tops in the nation and low cost

  • Savings Thrift (401K) Plan with a 100% match up to 6%, including a pension plan

  • Free credit protection, financial planning, and flexible spending accounts or health savings accounts

  • Extensive paid vacation and 11 paid Bank holidays; flexible work environment, healthy workflow

  • Opportunities to participate in employee resource groups to learn more about your colleagues, hone your leadership skills and contribute to causes you are passionate about

  • Healthy lifestyle assistance through an on-site fitness center, subsidized cafeteria with a wide variety of healthy foods, and a state of the art working environment

  • Generously subsidized public transportation and free on-site underground parking

  • Annual tuition reimbursement: $15,000 graduate degree, $7,500 undergraduate degree

  • Barbeque Thursdays and so much more!

Why the Fed?

The Federal Reserve Bank of Dallas is dedicated to serving the public by partnering with communities and businesses, promoting jobs and stable prices, and keeping your money safe and available. We have a wide variety of opportunities aside from finance and banking supervision and regulation that range from electricians to law enforcement, and many more. We welcome differing perspectives and are committed to maintaining an inclusive and diverse culture.


  • This position will be located in the Dallas office and may require up to 5% of travel within the USA.

  • This is a security sensitive position. By federal law, this position requires that candidates be a U.S. citizen

  • Employment is contingent upon the selected candidate passing a financial credit check.

  • This position may be filled at various levels based on candidate's qualifications as determined by the department.

Are you ready to make a difference?

The Federal Reserve Bank of Dallas is proud to be an Equal Opportunity Employer that believes in the diversity of our people, ideas and experiences, and we are committed to building an inclusive culture that represents the communities we serve.

If you need special or additional accommodations during your interview process, please notify your Talent Acquisition Consultant.


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Director, Technology Service Management

Federal Reserve Bank