Closing Date: 05 October 2025

Salary Range: $0.00 - $0.00

Worker Type:

Permanent

This job group contains roles responsible for providing second level desktop support to users associated with operating installed hardware and software.

The NY Technology team supports all business units (BU’s) across the Branch in New York for their technology needs, and is responsible for implementing enterprise-wide strategy and systems for the Branch.

The ‘Manager, Technology NY’ role is accountable for leading the technology team in NY and ensuring the team is providing day-to-day technical support for local business units including Markets, Corporate Finance and Client Coverage, Treasury, Finance, Operations, and other business units. Main duties include desktop support, markets support and support and improvement of services as identified through help desk calls and requests, roll out and upgrade of desktop and laptop computers throughout the branch, assist with local and global projects and initiatives, complete technology documentation requirements related to applications, invoice and other system reconciliations, and
maintaining oversight and control of all technology spend.

This is a hands-on role and will be expected to assist the Technology team with any ad-hoc requests that may come through from local management or global teams, and will need to work closely in collaboration with other NAB teams to execute the Group’s technology strategy while aligning technology initiatives with business objectives.

They should ensure the maintenance of a strong control environment and risk framework. It will have people leader responsibilities for 4 direct reports.

Core responsibilities:

• Responsible for end-user service via Help Desk/ Desktop support, providing support to organization hardware and software; and troubleshooting all technology issues.
• Application management, including critical application identification, outage and disruption management, upgrades and replacements and testing.
• Deliver a supported hardware/ software environment, ensuring software and hardware remains in a supported and supportable lifecycle phase at all times, and planning budgets, local resources and international commitments to ensure changes required to maintain currency are smoothly implemented
• Manage special project work as necessary.
• Provide local support for infrastructure outages, updates, testing and troubleshooting.
• Ensure all documentation and system flows for NY utilized applications are in order and updated regularly.
• Manage technology vendors and meet vendor management responsibilities, including managing applicable software licenses, ordering and invoicing review. This includes working closely with local and global procurement teams to ensure appropriate onboarding, risk assessment and due diligence processes are carried out at all stages.
• Business Engagement: Lead engagement with the business on all significant upcoming technology changes. Leverage feedback received from the business to enhance engagement.
• Manage risk and governance activities in business continuity plan events, disaster recovery testing, controls monitoring and controls assessments and reporting.
• Prioritization of finite resources to focus on team deliverables, managing team scheduling and work allocations, and manage key person risk and ensuring cross training is taking place.
• Manage direct reports, maintaining regular communication rhythms with all team members, managing leave approvals and expense management, keeping up with people leadership fundamentals, maintaining and supporting IDP and performance goals for the whole team. There are 4 direct reports.
• Point person for all technology engagement with internal and external auditors, and local regulators as needed, e.g. the annual OCC exam.

Success

• We provide exceptional service for our internal and external customers.
• Implementation of platforms across the branch that are reliable and consistent with group standards.
• Strong controls and documentation in place, meeting all regulatory standards.
• Partner with businesses to enable iterative performance improvements.

Deliverables defining success:

• Positive business feedback on help desk requests, positive experience felt by BU’s in competing tasks.
• Systems across branch reliable, less measurable down time.
• Strong regulatory ratings and results.
• Timely rollout of initiatives across the branch, project delivered within parameters and budget.
• Strong people leader activities, documentation, management and feedback.
• Bring ideas, options and leverage experience to provide recommendations on all aspects of technology to senior leadership team in NY Branch and Head of Technology NH.

Decision Making Authority:

• Manage service restoration priorities and processes following production incident escalation.
• Review of all vendor invoices and direct management of external vendors to governance services delivery.
• Approve/reject team leave and overtime where required.
• Participation in the year-end performance assessment process for the team.

Major Challenges:

• Building pro-active relationships with Business Partners and working with global teams.
• Balancing competing priorities of different stakeholders, customers, and programmes of work.
• Balancing business as usual (BAU) responsibilities with project demands.
• Influencing key stakeholders across Australia and the Northern Hemisphere.

Performance Plan:

• Strong feedback from BU’s on staff performance.
• Metrics reflecting systems more stable, remedy tickets properly raised and timely closed.
• Strong regulatory ratings and results.
• System upgrades and implementations are completed in line with project specs.
• Demonstration of strong leadership and initiative driving successful outcomes.

People Accountability:

• 4 Direct Reports
• Indirect Reports: N/a

Critical Experience:

• Experience in delivering technology support in financial services, with experience with markets trading floor support.
• Proven experience in people management and building successful teams.
• Strong experience of working with global technology teams, particularly from a branch location, to deliver strategically aligned technology solutions that meet the needs of the local business.

Qualifications:

• Experience in the Technology industry, preferably in Financial Services
• 10-years’ experience in various areas of technology management, including hardware and software, application management, disaster recovery, network management and server support.
• Proven ability to translate business needs into technology terms and to help to educate business leaders with technology changes
• Experience of engagement with regulatory bodies an advantage

Core Skills & Capabilities required:

• A strong understanding of desktop support role and its requirements, Microsoft Office skills, general understanding of Horizon, Windows 11 and MDM/mobile administration support. Experience with video conference support (Zoom & Crestron control panels), Ricoh and Equitrac printing support, and zoom phone system a plus.
• Leadership skills.
• Organizational skills and attention to detail.
• Excellent communication skills both written and oral.

It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career. 

It’s a good time to see what more you can find at NAB as a

IT Manager NY Technology

A diverse and inclusive workplace works better for everyone.
At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.