Lead, Global Remote Access & IT Operations

JPMorgan Chase & Co.; Jersey City (NJ); Remote; USD 120,000 - 170,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Remote Access Technology Support Lead to own the health of global remote access and virtual desktop services, ensuring stability, performance, and security for a worldwide workforce.

You will lead incident response, coordinate with platform vendors, drive end-to-end problem management, and define monitoring/telemetry to prevent user impact while aligning with enterprise risk and compliance.

Qualifications

• Five+ years of experience in troubleshooting and maintaining IT services.
• Experience in enterprise infrastructure support for remote access/VDI at global scale in regulated environments.
• Hands-on troubleshooting across access path components (gateways, authentication, session brokers, client software).
• Knowledge of application delivery controllers and access gateways (Citrix NetScaler, Horizon).
• Experience with Citrix and Omnissa Horizon VDIs (brokers, connection servers, pods).
• Proven incident and problem management ownership in 24x7 models with measurable improvements.
• Experience with Cloudflare or Akamai.
• Scripting/automation in PowerShell or Python, with telemetry analysis tools.
• Experience using AI capabilities with validation and data sensitivity awareness.
• Ability to review AI-assisted recommendations before action.

Responsibilities

• Own technical support and service health for global remote access and VDI services; manage incidents and restoration for high-severity events.
• Drive end-to-end problem management, root-cause analysis, and permanent fixes to reduce incidents.
• Escalate and coordinate with platform vendors and internal security, network, and data center teams to resolve defects.
• Define monitoring, telemetry, and user-experience metrics; publish health trends to leadership.
• Govern platform change readiness including certificate lifecycle, upgrades, and capacity events with rollback criteria.
• Lead adoption of enterprise AI capabilities to streamline incident triage with validated outputs.
• Apply reuse-first, AI-assisted practices to improve resiliency and security auditing.

Skills

Remote access

Virtual desktop

Incident management

Root cause analysis

Python

PowerShell

Automation

AI in operations

Security/compliance

Vendor escalation

Tools

Citrix NetScaler

Omnissa Horizon

Identity providers

SAML

TLS/SSL

Load balancers

Job description

JPMorgan Chase & Co. seeks a Remote Access Technology Support Lead to own the health of global remote access and virtual desktop services, ensuring stability, performance, and security for a worldwide workforce.

You will lead incident response, coordinate with platform vendors, drive end-to-end problem management, and define monitoring/telemetry to prevent user impact while aligning with enterprise risk and compliance.