Infrastructure Manager

Job Description

The ATM Service Center Manager is a pivotal leadership role responsible for the comprehensive management and operational oversight of Citi's Global ATM Service Desk. This critical 24/7 operation ensures seamless support, maintenance, and optimal performance of all Citi-owned ATMs across the globe. The successful candidate will lead and develop a dedicated team of 20+ professionals, driving strategic initiatives to enhance service delivery and operational efficiency through robust measurement and adherence to key performance indicators (KPIs). This role acts as a primary liaison between various Citigroup technology, management, and operations teams, advocating for best practices and guiding staff through complex procedural and systemic challenges.

Key Responsibilities 

• Manage a 24/7 global team of 20+ ATM Service Desk professionals, ensuring complete oversight and timely resolution of all service requests, incidents, and problems.
• Ensure 100% oversight and effective management for the team, address all employee inquiries promptly and ensure business needs are consistently met.
• Serve as the primary escalation point for urgent and complex support issues, driving efficient resolution strategies to minimize service disruption and maintain high availability of ATM services.
• Develop and mature robust phone and ticket escalation processes, ensuring transparent information flow and timely engagement of relevant stakeholders across the organization.
• Perform thorough root cause analysis of escalated incidents, communicating findings to all involved parties and implementing corrective and preventative actions to reduce the risk of recurrence across the global ATM network.
• Implement and maintain a comprehensive data and trend analysis framework for daily, weekly, and monthly review of ATM service performance metrics including service availability, ticket volume, resolution rates, response times, and resolution times.
• Utilize these insights to drive continuous improvement, identify process optimization opportunities, and address staff training requirements.
• Direct and oversee daily, weekly, and monthly data and trend analysis for each Team. Identify, measure, benchmark, analyze, and regularly review capacity reports and critical Help Desk performance metrics, including service availability, ticket volume, resolution rates, time to respond, time to resolution, and change volumes.
• Utilize analytical insights to identify emerging trends, pinpoint opportunities for process improvement, and determine specific staff training needs. Proactively implement actions to enhance overall service delivery and operational efficiency.
• Monitor and strategically manage the phone, live chat and ticket queues, actively participating in escalated calls as necessary to uphold and improve service quality standards.
• Ensure consistent reporting and management of project delivery, maintaining stringent controls over resources and proactively identifying and mitigating potential risks to the business and ATM operations.
• Identify technology gaps within the existing service desk infrastructure and operations. Research, evaluate, and recommend potential solutions to enhance efficiency, capabilities, and overall service robustness.
• Oversee the ATM Service Desk knowledge base, ensuring that high-quality, comprehensive, and up-to-date solutions are readily available and accessible to all staff.
• Develop, implement, and continually improve incident and problem management procedures and associated documentation, aligning Help Desk operations with best practices for triage, analysis, response, resolution, escalation, and communication.
• Advise management on critical situations and escalations that may necessitate additional client support or broader organizational escalation.
• Manage the communication process for all outage and emergency activities, ensuring timely, accurate, and clear dissemination of information to relevant stakeholders across the organization.
• Consistently attend and actively contribute to all relevant ATM Operations calls and meetings, provide Service Desk insights, raise potential issues, and engage in problem-solving discussions.
• Coordinate effectively with other IT departments and business stakeholders regarding technology deployments, system upgrades, and maintenance outages impacting ATM services.
• Communicate maintenance schedules, operational issues, and their potential impacts to IT management and business users.
• Foster effective team communication through regular huddles and team meetings to promote collaboration and operational alignment.
• Foster an inclusive and innovative environment that actively encourages the communication of new ideas, solutions, suggestions, and problem identification. Facilitate the review and appropriate action or implementation of these contributions.
• Promote and support continuous learning, professional development, and career growth

              opportunities for all team members.

Qualifications & Experience:

• Bachelor’s degree in management, Information Technology, Computer Science, or a closely related field.
• 10 years of progressive management experience within an operational service desk environment, with a strong focus on systems analysis or development.
• Demonstrated ability to effectively coordinate cross-functional work teams towards successful task completion.
• Prior experience in a banking service desk environment is highly regarded.
• Excellent written and verbal communication skills, with the ability to communicate concisely and effectively with senior-level personnel.
• Superior organizational skills, capable of managing multiple tasks, projects and follow-up activities simultaneously in a dynamic environment.
• Strong problem-solving and decision-making capabilities, supported by analytical thinking to drive resolution in a variety of complex situations.
• Proven ability to follow complex and unique processes and adapt rapidly to change.
• Flexibility to work varied hours and shifts to support global resources and time differences across the U.S., APAC and EMEA.
• Requires a self-motivated and self-reliant professional capable of delivering results with limited oversight
• Strong conflict management skills to navigate and resolve interpersonal and operational challenges.
• Demonstrated effective leadership and analytical abilities.

Technical Skills:

• Proficiency in Microsoft Office Professional Suite (all applications).
• Familiarity with modern Desktop Operating Systems (e.g., Windows 10/11).
• Experience with MS Outlook / Exchange for email management and collaboration.
• Good understanding of TCP/IP, DHCP, and DNS networking principles.
• High level of technical aptitude, investigation, and problem-solving skills.
• Experience with Helpdesk / Call Management systems.
• Knowledge of Citrix environments and Virtual Desktop Infrastructure (VDI).
• Demonstrated technical ability to transform Service Desk data trends into impactful presentation decks and charts for strategic communication and decision support.

Core Competencies:

• Adaptability & Prioritization: The individual must consistently prioritize workload and swiftly adjust to the pressures of dynamic and demanding support environments. Excellent planning and documentation skills are essential for implementing and managing process changes.
• Leadership & People Management: Possesses a current leadership background with demonstrated management skills to motivate, guide, and drive the performance and development of a large team. Exhibits strong interpersonal skills, fostering an environment that encourages new ideas and professional growth.
• Communication & Stakeholder Management: Demonstrates exceptional customer service skills, effectively representing Technology on a demanding client base. Ability to empathize with clients, perform under pressure, and apply an articulate, methodical approach to incident management, particularly when addressing complex business situations.
• Collaboration: Proven ability to work effectively across functional teams and reporting lines to drive results and achieve common objectives.

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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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