Global Tech Support Director | Payments & Banking

JPMorganChase; Chicago (IL); On-site; USD 166,000 - 285,000; Full time

Job summary

JPMorganChase in Chicago and Palo Alto seeks a Technology Support Director to lead a global client-facing technology support team servicing premier Payments and Global Banking clients.

This role partners with product, sales, implementation, and service teams to improve outcomes, monitor performance, and drive actions to enhance stability and client satisfaction. It emphasizes governance, risk, and AI-enabled transformation.

Qualifications

• 7+ years of experience troubleshooting, resolving, and maintaining information technology services.
• Experience leading teams in a client-facing technology support, service delivery, relationship management, or commercial leadership role within financial services.
• Proven ability to manage complex, high-value client relationships and influence senior client stakeholders.
• Experience operating in a global, matrixed environment across multiple regions and cultures.
• Strong risk and controls mindset, including experience partnering effectively with control functions and adhering to policies and procedures.
• Experience leading disciplined issue management practices, including escalation management and service recovery.
• Excellent communication skills, with ability to synthesize complex topics and present clearly to senior executives and clients.
• Bachelor’s degree required.

Responsibilities

• Lead a global technology support team focused on service health, operational excellence, and a seamless client experience for strategic Payments and Global Banking clients.
• Partner with product, sales, implementation, and service teams to deliver measurable improvements in client outcomes and service performance.
• Monitor systems performance (trends, health, client activity, and service metrics) and drive actions that improve stability, responsiveness, and client satisfaction.
• Establish consistent operating routines across regions for onboarding readiness, implementation support, and ongoing service management.
• Drive operational rigor in incident management, problem management, service recovery, and continuous improvement across regions.
• Ensure effective governance over client engagements and escalations, coordinating with Compliance, Risk, Legal, and Operations as needed.
• Promote a culture of conduct excellence, operational discipline, and strong controls aligned to policies and procedures.
• Build strong partnerships with regional leaders and cross-functional stakeholders to align on strategy, resources, priorities, and client outcomes.
• Prepare and deliver executive-ready updates on portfolio performance, key risks, strategic initiatives, and priority actions.
• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.
• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.

Skills

Leadership

Client-facing

Global team

Risk & controls

Issue management

Communication

AI governance

Education

Bachelor’s degree

Job description

JPMorganChase in Chicago and Palo Alto seeks a Technology Support Director to lead a global client-facing technology support team servicing premier Payments and Global Banking clients.

This role partners with product, sales, implementation, and service teams to improve outcomes, monitor performance, and drive actions to enhance stability and client satisfaction. It emphasizes governance, risk, and AI-enabled transformation.