Technology Support Lead - Citrix, Windows and VDI

Job Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in the Corporate Sector's Enterprise Technology group, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. This is a senior-level technical position managing one of the largest VDI deployments globally consisting of 340,000 virtual desktop instances. The role combines hands-on technical expertise with client-facing responsibilities, requiring both deep technical knowledge and strong communication skills. You will be directly responsible to manage multiple areas of the firm’s VDI technology infrastructure. Your deep knowledge and expertise are leveraged to set the overall direction and short-term operational goals. Work cross-functionally to drive the adoption and implementation of technical methods within various teams and aid the firm in remaining at the forefront of industry trends, best practices, and technological advances.

Job responsibilities

• Manages the firms overall global VDI capacity, performance, hygiene and builds
• Responsible for the entire production environments of the VDI estate and all service delivery
• Part of a global Operation team that provides 24/7 Level 3 customer support from client and stakeholder escalations and VDI infrastructure issues while following the sun model actively participating from incident resolution to service restoration
• Manages multiple technical areas and collaborates on technology projects across different technical domains
• Adhere to technical standards and procedures with change management and incident management
• Promotes and champions the development of technological methods, techniques, and various analytical approaches across the infrastructure domains
• Manages multiple stakeholders and projects across various technology partners with NAS, AD, Network, SQL, etc.
• Applies cross-functional technical expertise to a broad range of infrastructure areas by communicating, managing, and implementing strategic and operational plans
• Drive adoption of infrastructure automation to improve agility and reduce manual risk.
• Oversee Technology Lifecycle Management, including hardware/software upgrades, end-of-life tracking, and technology refresh programs

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Advanced knowledge in Citrix platforms, latest Citrix Virtual Apps and Desktops 2402 LTSR like Citrix connection brokers, Citrix policies, delivery groups, StoreFront, Director
• Expert in Windows OS platform skills and knowledge (Windows 11, Windows 2025, Group Policy Object (GPO), Active Directory, etc.)
• Expert knowledge in everything around Virtual Desktop Infrastructure (VDI) on a large enterprise scale
• Strong experience with automation frameworks in scripting and automation skills in Powershell
• Solid understanding of risk, change and incident managements process and procedures
• Experience in Microsoft Office, Microsoft 365 and other browser technologies
• Proven track record in a technical support environment
• Excellent communication, analytical skills, inter-personal and liaison skills
• Strong problem solving ability

Preferred qualifications, capabilities, and skills

• 10+ years of experience in the large VDI platforms utilizing Citrix, VMWare ESX and Omnissa Horizon is a plus
• Strong experience with automation frameworks in scripting and automation skills in Python is a plus)
• Performance Metrics and Reporting amnd the ability to set and document standard operating procedures
• Lead and mentor a global operation team members
• Ability to manage corporate IT Audit Process

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.