Global Remote Access & Virtual Desktop Lead

JPMorganChase; Jersey City (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorganChase in Jersey City seeks a Remote Access Technology Support Lead to own the service health of global remote access and virtual desktop platforms, ensuring stability, availability and performance for a connected workforce.

You will drive incident management, collaborate with vendors and security teams, and guide AI‑assisted improvements while maintaining data sensitivity and auditability across 24x7 operations.

Qualifications

• 5+ years of experience or equivalent in IT services.
• Experience in enterprise infrastructure support for remote access/VDI at global scale.
• Hands-on troubleshooting across gateways, authentication, and session delivery.
• Knowledge of app delivery controllers and access gateways.
• Experience with Citrix/Omnissa Horizon environments.
• Strong incident/problem management ownership in 24x7 environments.
• Experience with Cloudflare or Akamai.
• Scripting in PowerShell or Python; telemetry analysis tools.
• Experience using AI capabilities in production ops with data sensitivity awareness.

Responsibilities

• Own technical support and service health for global remote access and VDI services, including incident command and restoration for high-severity events.
• Lead end-to-end problem management to root cause fixes and reduce recurring incidents.
• Escalate and resolve defects with vendors and engineering partners on time.
• Define monitoring, telemetry, and user-experience metrics and publish health trends to leadership.
• Govern readiness for platform changes including certs, firmware, upgrades, and capacity events.
• Lead adoption of enterprise AI capabilities to improve triage speed with proper data handling.
• Apply AI-assisted practices to identify patterns and validate remediation actions.

Skills

Remote access troubleshooting

Virtual desktop platforms

Incident management

Root cause analysis

AI-assisted operations

Scripting (PowerShell/Python)

Vendor coordination

Security compliance

Tools

Citrix NetScaler

Omnissa Horizon

Omnissa UAG

Job description

JPMorganChase in Jersey City seeks a Remote Access Technology Support Lead to own the service health of global remote access and virtual desktop platforms, ensuring stability, availability and performance for a connected workforce.

You will drive incident management, collaborate with vendors and security teams, and guide AI‑assisted improvements while maintaining data sensitivity and auditability across 24x7 operations.