Technology Support Lead - Citrix, Windows and VDI

Location: Jersey City, NJ, United States

Job Family: Technology Support

About the Role

At JP Morgan Chase, we are at the forefront of redefining the future of financial services through innovative technology solutions. As a Technology Support Lead - Citrix, Windows and VDI, you will play a pivotal role in leading teams that ensure the seamless operation of virtual desktop environments critical to our global banking and investment operations. Based in our state-of-the-art facility in Jersey City, NJ, you will drive operational stability and performance enhancements for desktop virtualization technologies, supporting thousands of users in high-volume trading, risk analysis, and client servicing activities. This position demands a blend of technical expertise and leadership acumen to navigate the complexities of a regulated industry where downtime can have significant financial implications. Your primary focus will be on overseeing the day-to-day management of Citrix Virtual Apps and Desktops, Windows Server infrastructures, and VDI solutions, ensuring they align with JP Morgan Chase's commitment to secure, scalable, and resilient technology platforms. You will lead incident response efforts, perform in-depth root cause analyses, and implement proactive measures to minimize disruptions, all while adhering to stringent compliance standards such as SOX, GDPR, and internal risk management protocols. Collaborating with engineering, cybersecurity, and business units, you will contribute to strategic initiatives that enhance user experience and support the firm's digital innovation agenda, including cloud migrations and hybrid work models. In this leadership role, you will mentor a talented team of support professionals, fostering a culture of excellence and continuous learning within JP Morgan Chase's Technology Support organization. You will also engage with external vendors to optimize technology stacks and drive cost efficiencies without sacrificing reliability. This opportunity is ideal for a seasoned professional passionate about technology in finance, offering exposure to cutting-edge tools and the chance to impact one of the world's leading financial institutions. Join us to advance your career while contributing to the stability and growth of our operations.

Key Responsibilities

• Lead a team of technology support analysts in maintaining and optimizing Citrix, Windows, and VDI infrastructures to ensure 99.9% uptime for critical financial operations
• Oversee incident management, troubleshooting complex issues in virtual desktop environments, and coordinating with cross-functional teams for rapid resolution
• Drive performance enhancements and stability improvements in desktop virtualization technologies, aligning with JP Morgan Chase's digital transformation initiatives
• Conduct root cause analysis for system outages and implement preventive measures to mitigate risks in a regulated financial services landscape
• Collaborate with cybersecurity teams to ensure secure configurations and compliance with industry standards like PCI-DSS and FINRA
• Mentor and develop team members, fostering a culture of continuous improvement and knowledge sharing within the technology support organization
• Monitor system performance metrics using tools like Citrix Director and Windows Performance Monitor, reporting on KPIs to senior leadership
• Manage vendor relationships for Citrix and Microsoft technologies, negotiating support contracts to optimize costs without compromising service quality
• Participate in disaster recovery planning and testing for VDI environments to support business continuity in JP Morgan Chase's global operations
• Stay abreast of emerging technologies in virtualization and contribute to strategic roadmaps for the firm's technology infrastructure

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in technology support, with at least 2 years in a leadership role
• Proven expertise in Citrix Virtual Apps and Desktops, Windows Server administration, and VDI environments
• Strong understanding of financial services regulations and compliance requirements, such as SOX and GDPR
• Experience managing incident resolution and root cause analysis in high-stakes environments
• Ability to work in a fast-paced, 24/7 operational setting with on-call responsibilities
• Relevant certifications such as Citrix Certified Associate (CCA) or Microsoft Certified: Azure Virtual Desktop Specialty

Preferred Qualifications

• Advanced degree or MBA in a technology-related field
• Experience in agile methodologies and ITIL framework for service management
• Prior work in a global financial institution with exposure to trading platforms and risk management systems
• Knowledge of cloud integration with Citrix and VDI, such as Azure or AWS
• Leadership experience in mentoring junior support staff and driving team performance metrics

Required Skills

• Citrix Virtual Apps and Desktops administration
• Windows Server and Active Directory management
• VDI (Virtual Desktop Infrastructure) deployment and optimization
• Incident and problem management methodologies (ITIL)
• Scripting and automation using PowerShell or Python
• Network troubleshooting in virtualized environments
• Compliance and risk assessment in financial services
• Leadership and team motivation
• Stakeholder communication and reporting
• Performance monitoring tools (e.g., Citrix Director, SCOM)
• Cloud virtualization integration (Azure Virtual Desktop)
• Cybersecurity best practices for endpoints
• Agile project management
• Analytical problem-solving
• Vendor management and contract negotiation

Benefits

• Comprehensive health, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company matching up to 6% of eligible pay
• Annual performance-based bonuses and stock awards as part of total compensation
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Wellness programs including gym memberships, mental health support, and employee assistance services
• Flexible work arrangements, including hybrid options for eligible roles in Jersey City
• Commuter benefits and relocation assistance for new hires

JP Morgan Chase is an equal opportunity employer.