Technology Operations Manager

Wells Fargo is seeking a Technology Operations Manager

• Manage and develop team of individual contributors with low to moderate complexity and risk in Technology Operations
• Manage the operational outcomes of key IT services delivered by network services and operations, database services, infrastructure services including server and storage services
• Identify and recommend opportunities for technology operations process improvement and development
• Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business
• Leverage enterprise tools to digitize work-flows as appropriate, asset and configuration management, metrics and measurement of services including availability SLAs, OLAs, mean time to recovery, repeat incidents and issues
• Instill repeatable processes that consistently meet SLAs and OLAs
• Manage backups, recovery and ensure recovery includes periodic tests to ensure business continuity
• Work with IT risk management, compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed
• Institute controls in partnership with Operation Risks to ensure risk management is sustainable
• Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed
• Make decisions and resolve issues regarding resources, objectives and operations of technology operations to meet business objectives
• Interpret and develop policies and procedures
• Collaborate with and consult with peers, colleagues and multiple level managers
• Manage allocation of people and financial resources for technology operations
• Mentor and guide talent development of direct reports and assist in hiring talent

• 5+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience

• TIL Foundation or ITIL Managing Professional certification.
• Experience leading large enterprise Service Desk operations supporting 10,000+ users.
• Exposure to AI-powered support solutions, chatbot technologies, and automation platforms.
• Experience with Knowledge Management frameworks and self-service strategies.
• PMP, Six Sigma, Lean, or Agile certifications are advantageous.
• Financial services industry experience preferred.
• Strong understanding of ITIL processes and service management best practices.
• Knowledge of ServiceNow or other ITSM platforms.
• Experience managing vendors, outsourced service providers, and geographically dispersed global teams.

• The IT Service Desk Operations Manager is responsible for leading enterprise-wide IT support operations, delivering exceptional employee experience through a combination of people, process, technology, and automation. This role owns service delivery across multiple support channels, including phone, chat, email, virtual agents, self-service portals, and emerging AI-driven platforms.
• The ideal candidate is a dynamic leader who demonstrates strong ownership, accountability, and operational discipline while driving service excellence, automation, digital transformation, and workforce optimization. The role requires expertise in ITSM platforms such as ServiceNow, CCaaS technologies, omnichannel support models, self-heal solutions, knowledge management, and continuous improvement initiatives.

• Manage 24x7 IT Service Desk operations supporting enterprise users globally.
• Ensure achievement of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Oversee incident, service request, and major incident support processes.
• Drive First Contact Resolution (FCR) and reduce Mean Time to Resolve (MTTR).
• Monitor operational performance and implement corrective actions as needed.

• Lead, coach, and develop Service Desk supervisors, leads, and support analysts.
• Conduct performance reviews, talent assessments, succession planning, and career development activities.
• Foster a high-performance and customer-centric culture.
• Drive employee engagement, retention, and recognition initiatives.

• Manage outsourced service providers and vendor teams.
• Conduct monthly and quarterly business reviews.
• Monitor contractual obligations, SLA adherence, and financial commitments.
• Drive vendor performance improvement initiatives and optimization opportunities.

• Establish quality assurance frameworks and monitoring programs.
• Analyze customer feedback and CSAT trends.
• Identify service improvement opportunities and implement action plans.
• Ensure consistent user experience across all support channels.

• Ensure adherence to ITIL-aligned Incident, Request, Knowledge, Problem, and Change Management processes.
• Drive operational process standardization and compliance.
• Partner with risk, compliance, and audit teams to address findings and controls.
• Maintain operational readiness for audits and regulatory reviews.

• Drive adoption of AI, automation, self-service, chatbots, virtual agents, and knowledge management solutions.
• Drive improvements in call routing, IVR effectiveness, chatbot containment, and agent productivity.
• Implement ticket deflection and shift-left strategies.
• Identify opportunities to improve productivity and reduce operational costs.
• Champion self-heal and self-remediation solutions that proactively resolve common user issues.
• Lead digital transformation initiatives that enhance employee experience.

• Develop operational dashboards and executive-level performance reports.
• Analyze service trends, ticket volumes, demand patterns, and workforce utilization.
• Present operational reviews to senior leadership.
• Use data-driven insights to recommend strategic improvements.

• Collaborate with Infrastructure, Application Support, Security, Network, and Workplace Technology teams.
• Serve as the escalation point for critical service interruptions.
• Build strong relationships with business leaders and technology stakeholders.
• Communicate operational risks, performance, and improvement plans effectively.