Director of Service Support

Federal Reserve Bank of Minneapolis

Federal Reserve Bank of Minneapolis

Customer Service
New York, NY, USA
Posted on Thursday, June 27, 2024


Federal Reserve Bank of New YorkWorking at the Federal Reserve Bank of New York positions you at the center of the financial world with a unique perspective on national and international markets and economies. You will work in an environment with a diverse group of experienced professionals to foster and support the safety, soundness, and vitality of our economic and financial systems.

The Bank believes in work flexibility to balance the demands of work and life while also connecting and collaborating with our colleagues in person. Employees can expect to be in the office a couple of days per week as needed for meetings and team collaboration and should live within a commutable distance.

What we do:

Enterprise Support (ES) consolidates accountability for all technology support services across the Bank. ES coordinates with National IT on matters of shared infrastructure, system processes and end user technologies across the System to enable seamless delivery and support. ES collaborates closely with Enterprise Platforms and Capabilities (EPC), Markets Technology (MT), and Enterprise Architecture (EA) to deliver standard infrastructure capabilities/products, infrastructure engineering, provisioning and deployment of infrastructure components. ES oversees infrastructure and operations support processes to ensure stability and continuous improvement of the production environments and manages full life cycle of End-User technology. ES cultivates and maintains excellent relationships with service providers and vendors. This position reports to the Head of Enterprise Support.

Your role as Director of Service Support:

The Service Support Department within the ES Function is responsible for aligning operational processes to drive consistency, quality, scalability, resulting in improved business value, with an emphasis on IT Service Management disciplines (Incident, Problem, Service Availability Management, Change, Release, Configuration Management, Vulnerability Remediation, SAFR Compliance, Business continuity Planning)

The Director of Service Support is a key partner to all Technology Group’s functions as well as FRBNY Business Areas and National IT.

  • Ensures that IT processes (including those of internal & external service providers) are conducted in line with policies and applicable standards.
  • Accountable for operational process management leveraging deep understanding of technical infrastructure, applications, shared platforms and business capabilities across the Federal Reserve System (FRS).
  • Manages all major technology incident communications across FRBNY and NIT (24x7x365).
  • Ensures consistency, quality, and scalability across Information Technology Service Management disciplines to improve business value.
  • Facilitates stakeholder engagement for key technology processes and influences outcomes across the Function, Business Lines and the Federal Reserve System.
  • Maintains strong relationships with and represents TG to stakeholders across FRBNY and FRS.

What we are looking for:

  • Creates a team culture that enables staff to achieve results in a changing environment.
  • Emotional intelligence, including the ability to build trust in a variety of relationships through candor, reliability, and authenticity as well as the capacity to embrace and draw from diversity and inclusion to improve the quality of outcomes.
  • Proven ability to coach, lead and develop others to achieve their professional best while building diverse teams and creating an inclusive culture.
  • Ability to develop and maintain relationships across the Bank and the System by balancing multiple stakeholder interests and building partnerships.
  • Leadership experience in IT customer service and operations.
  • Exceptional analytical and problem-solving skills.
  • Excellent influence and negotiation skills; ability to facilitate discussions around complex issues and bring them to resolution.
  • Experience with IT process frameworks (such as ITIL, PMP and Six Sigma)

Salary Range: $225700 - $419100 / year

We believe in transparency at the NY Fed. This salary range reflects a variety of skills and experiences candidates may bring to the job. We pay individuals along this range based on their unique backgrounds. Whether you’re stretching into the job or are a more seasoned candidate, we aim to pay competitively for your contributions.

Our Touchstone Behaviors—Communicate Authentically, Collaborate Inclusively, Drive Progress, Develop Others, and Take Ownership—help shape the culture of the Bank. They also provide a shared language for how we work together and achieve success, and they set clear expectations for leading with impact at every stage of your career with us. Learn more.


Our organization offers benefits that are the best fit for you at every stage of your career:

  • Fully paid Pension plan and 401k with Generous Match

  • Comprehensive Insurance Plans (Medical, Dental and Vision including Flexible Spending Accounts and HSA)

  • Subsidized Public Transportation Program

  • Tuition Assistance Program

  • Onsite Fitness & Wellness Center

  • And more

The New York Fed expects its employees to perform their duties with honesty, integrity, and impartiality, and without improper preferential treatment of any person. Learn more about our code of conduct and conflicts of interest rules.

The Federal Reserve Bank of New York is committed to a diverse workforce and to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, pregnancy, or military service.

We value accessibility for all candidates and are happy to provide an accommodation or assistance. Please email us at ny.leaves@ny.frb.org and we’ll be glad to help. Please note, this is a dedicated e-mail box designed exclusively to assist applications with accommodation requests in relation to our recruiting process. All other inquires including the status of applications will not receive a response from this e-mail box.

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.

This position requires access to confidential supervisory information (CSI) and/or Federal Open Market Committee (FOMC) information. Access to CSI and FOMC information is limited to U.S. citizens, lawful permanent residents, individuals who meet the definition of “protected individual” under 8 U.S.C. § 1324b(a)(3), and certain other nonimmigrants. All non-U.S. citizens authorized to access CSI and/or FOMC information must sign a declaration of intent to expeditiously become a lawful permanent resident and thereafter a U.S. citizen when eligible.

Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category

Information Technology

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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