Role Description We are seeking a dynamic and experienced Help Desk Manager to lead our Business Operations Services Center (BOSC) Help Desk operations. This role will be pivotal in managing the daily operations and stakeholder relationships, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management. Key Responsibilities - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Key Attributes - A thought leader who can inspire teams and lead by example. - Adaptable and resourceful, with a proactive approach to problem-solving. - Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. - Excellent communication and collaboration skills. Qualifications - Ability to obtain a U.S. Federal Position of Trust clearance designation. - Must reside in and be able to perform work in the United States. - Must have lived in the United States for 3 of the last 5 years. - Bachelor’s Degree in a related field is required. - Minimum of five (5) years’ experience working in Medicare programs preferred. Additional Qualifications - Dynamic leader that has successfully managed a Help Desk team of 100+. - Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team with potential to scale the program. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. - Experience with continuous improvement methodologies and commitment to driving process optimization. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. Public Trust Clearance This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. Benefits - Comprehensive compensation structure including competitive base salaries. - Performance-based incentives. - Spot bonuses. - Referral bonuses. - Top-tier benefits package to invest in your physical, mental, and financial health and wellness.

• The IT Specialist is responsible for providing direct service support to users for a wide variety of computing devices/peripherals as well as all IT related functions. • Works autonomously fulfilling end user requests and resolving issues according to service and procedural standards. • Typical responsibilities involve moves, adds, and changes for computer devices, access requests/set up, application support and responding to break/fix service requests. • Required to participate in IT related projects as directed. • Maintains computer networks between locations and/or care centers. • Contributes to determining hardware and software specifications. • Responsible for application testing and documentation of workflow. • Provides user support and customer service to physicians and staff to resolve software and hardware issues. • Responds to questions from callers and walk-ins; remotely assists physicians and staff with technology problems in offices. • Communicates security information to all levels of the organization. • Under supervision, administers information security software and controls. • Follows standard Help Desk operation procedures; accurately logs all Help Desk contacts using tracking software for job tickets.

DescriptionIT Help Desk – Sydney Office monday.com is looking for an IT Help Desk as a part of the global IT team, supporting the Sydney office employees locally and a total of 3200+ internal users globally, providing technical assistance and support to monday.com employees regarding computers, hardware, software, and events on a global scale. Take care of everything from configuration, to control and maintenance, troubleshooting, and monitoring, and maintaining an active inventory of all IT assets using the newest technology for device management services. About The Role - Provide 1st level support to all monday.com employees globally, ensuring high-quality service and quick resolution times. - Respond to IT support tickets and troubleshoot Apple and Microsoft hardware/software problems, both on-site and remotely. - AI Enablement: Support and educate employees on the use of internal AI productivity tools and LLMs to improve their daily workflows. - Configure, install, and maintain all office technical equipment (laptops, printers, monitors, and peripherals). - Manage A/V conferencing systems for internal/external meetings and company-wide events. - Provide basic network assistance (LAN, Wireless, and VPN). - Maintain an active inventory of all IT assets using modern device management services. Requirements - 2+ years of proven experience in IT Help Desk roles supporting 200+ users. - AI Literacy: Familiarity with AI productivity tools (e.g., Claude, Gemini, or Copilots) and an interest in how AI can automate routine IT tasks and employee workflows. - Strong ability to install, administer, and troubleshoot computer hardware and software (Mac OS X is a big advantage). - Experience with G-suite / Microsoft Office 365 and Okta. - JAMF knowledge is a significant plus. - Experience with video conference systems (Zoom, Rooms, etc.). - Excellent analytical skills and a customer-service-oriented mindset. - Problem-solving Pro: Ability to thrive under pressure and multi-task in a fast-paced environment. - Excellent written and verbal communication skills in English. Social TitleIT Help Desk

Title: IT Specialist (ADF/Azure Databricks) Job Description: Job Level: Vice President Location: Charlotte, NC, US, 28202 Employment Type: Full Time Requisition ID: 6831 SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges. In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd. JOB SUMMARY: The IT Specialist ensures the platform reliability, performance, and integrity of compliance and analytics data platforms within a cloud-based ecosystem. This role anchors operational excellence by supporting trade and market surveillance, compliance metrics, and analytics dashboards. It impacts business-critical reporting and regulatory adherence, influencing risk management and decision-making across the organization. The position reports to the Compliance Technology Manager and collaborates with cross-functional teams under Agile/Scrum frameworks using Jira and Confluence. PRINCIPAL DUTIES AND RESPONSIBILITIES: - Monitor, troubleshoot, and resolve issues in compliance and analytics data pipelines to meet SLAs. - Perform root cause analysis for data quality and integrity issues and implement corrective actions. - Provide operational support for analytics dashboards and reporting tools, ensuring data consistency across compliance and analytics layers. - Takes initiative to proactively anticipate challenges and drive solutions before issues arise. - Manage run-time integration and orchestration between Azure Databricks and Azure Data Factory, including configuration of linked services, triggers, and pipelines. - Support data solutions leveraging Medallion architecture to ensure structured, scalable, and secure data layers. Maintain and optimize workflows in Databricks, Azure Data Factory (ADF), and Azure SQL Database for performance, scalability, and cost efficiency. - Support deployment and configuration of data solutions in production environments. - Document operational procedures and troubleshooting steps in Confluence; track tasks and issues in Jira. - Ensure adherence to data governance, security, and regulatory standards; assist in compliance audits and reporting processes. - Demonstrates flexibility to perform diverse functions within the team to address organizational needs POSITION SPECIFICATIONS: - Experience: Minimum 3 years in data operations, support engineering, or analytics platform administration. - Technical Skills: Proficiency in Medallion architecture, Azure Databricks, Azure Data Factory, Azure SQL Database, and orchestration between Databricks and ADF. - Data Analysis: Ability to query and analyze large datasets for troubleshooting and validation. - Tools: Hands-on experience with Jira and Confluence; familiarity with Agile/Scrum methodologies. - Preferred: Python or PySpark for automation; knowledge of compliance or financial services workflows; exposure to visualization tools (Power BI, Tableau). - Skills: Strong problem-solving, communication, and collaboration abilities. SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process