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Cybersecurity - Global Service Desk Manager - VP

Job Description

Cybersecurity – Global Service Desk Manager

The Cybersecurity organization’s objective is to ensure that JPMC is able to effectively detect, prevent, and respond to cyber threats against our technology infrastructure.  The scope of Cybersecurity comprises detection and monitoring of threats and vulnerabilities, managing security incidents, and evolving our preventive infrastructure to keep ahead of the threat.  We accomplish this through strong information security leadership and active collaboration with line of business information risk managers to provide high quality security solutions and services that are focused on improving the Firm's risk posture.
The Cybersecurity Service Desk within the Cybersecurity Firmwide Integration Team acts as the single point of contact for global Cybersecurity issues and support.  Responsible for data gathering, troubleshooting and problem resolutions.  Ability to share necessary information through clear and concise communication, both technical and non-technical.  Analyze trends and identify roadblocks to resolution. Knowledge across multiple technology products.

Role Description

  • Manages the helpdesk team.
  • Fosters and promotes a customer first model with on-going focus on customer service.
  • Assumes responsibility for team results.
  • Build & maintain knowledge of the Cybersecurity strategy and how it enables business' strategic direction.
  • This role requires an understanding of where to focus development and the ability to create a learning environment. 
  • Uses performance metrics and request data to identify and prioritize improvement opportunities with the Cybersecurity Lead Service, Product and Process Owners.
  • Sponsors a “shift-left” strategy partnering with the Cybersecurity functional teams to implement continuous improvements to FAQs and self-service information points.
  • Promotes an innovative environment within the team and with the customer demonstrated by a pipeline of ideas and suggestions.
  • Proactively seeks information to identify road blocks.
  • Responsible for coaching and mentoring less experienced team members.
  • Partners with the Cybersecurity Program and Business Management Offices to ensure consistency in communication including tactical response plans where required.
  • Routinely makes complex decisions and quickly eliminates roadblocks.
  • The exercise of discretion and independent judgment with respect to matters of significance.

Technical Skills

  • 24/7 Customer Support and Service Delivery Model
  • Understanding of service design and delivery, ITIL experience preferred
  • Application Integration
  • Business Applications Knowledge
  • Business Continuity/Resiliency Knowledge
  • Programming.  Knowledge required enabling effective triage of demand request quality and partnership with dependent functional teams.
  • Product Life Cycle Management/Implementation Knowledge
  • Technical Systems & Operation Management
  • Change Management
  • Corporate IT Structure
  • Infrastructure Product Knowledge
  • Lotus Notes
  • Microsoft Office Products
  • Operations System and Data Sources Knowledge
  • Performance Metrics and Reporting
  • Technical Problem Resolution

Business Knowledge

  • Experience of managing high volume request based service desk.
  • Business pattern analysis.
  • Working knowledge of Cybersecurity operations, functions.
  • General understanding of Financial Services and key drivers of business performance


  • A minimum of 8 years’ experience in Technology; Infrastructure experience a plus; Application Development experience preferred.
  • Bachelor's Degree required or equivalent work experience

Team Lead Responsibility: 

  • 0 Initially, targeted growth to 5-7.
Req #: 160007710
Location: Jersey City, NJ US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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