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The Infrastructure Senior Manager is an intermediate level role responsible for driving LAN / WAN and help desk administration strategies, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to coordinate, manage and advise a team of professionals on technical and strategic concepts and activities.

Responsibilities:

+ Lead, evaluate, provide resources and drive a team towards realistic goals

+ Apply technical expertise to strategize for current/future technological developments and serve as point of contact for technical questions

+ Apply knowledge of concepts and procedures to resolve issues

+ Responsible for delivery of end results and resource planning; shares responsibility for budget management which directly impacts the Technology Infrastructure area

+ Contribute to formulation of strategies for infrastructure technologies functional areas across

+ Demonstrate in-depth knowledge of how Technology Infrastructure integrates within the overall technology function to achieve business goals

+ Provide evaluative judgment based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.

+ Ensure ongoing compliance with regulatory requirements, evaluate controls to help mitigate negative outcomes through prevention, detection and correction

+ Persuades and influences others through communication skills; may negotiate with external parties

+ Has the ability to operate with a limited level of direct supervision.

+ Can exercise independence of judgement and autonomy.

+ Acts as SME to senior stakeholders and /or other team members.

+ Ability to manage teams.

+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

+ 6-10 years of experience in a Technology Infrastructure role with people management experience

+ Project management experience

+ Ability to communicate technical concepts to non-technical audience

+ Experience in a Financial Services or large complex and/or global environment preferred

+ Ability to develop projects required for design of metrics, analytical tools, benchmarking and best practices

+ Effective written and verbal communication skills

+ Effective analytic/diagnostic skills

+ Ability to partner with virtual and in-person teams, define goals to a team, and work under pressure or to a deadline

Education:

+ Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

What we do:

+ Responsible for frontline support of our Citi workforce delivering end-user products and services with key focus on client experience.

+ Serve as an advocate for our client’s technology needs, partnering with DWCS and Product Mgmt. to bring these products to the environment.

+ Delivery of white-glove support model encompassing Desktop, infrastructure, Voice, Help Desk, and Apple Support providing a consistent IT experience for our clients and their IT needs.

+ Offering Premium end-user support for all lines of businesses ensuring priority support, global consistency, and standardization of application and hardware technologies for high-touch business lines across all regions.

+ NAM Strategic Project Delivery **-** Partner with Corporate Realty Services, the Project Management Office, Network Build Services, CATE, and SA teams to deliver state of the art desktop, voice, and network solutions for NAM campuses. Strategic initiatives include building expansions, virtualization/modern management, network refresh, and technology room build-outs. Responsible for overseeing all activities required to implement technical changes in the field, encompassing coordination and overall management. This includes establishing collaboration across all workstreams to ensure the success and positive client experience upon the completion of initiatives or projects.

+ Change Management **-** Provide on-site support for EOL initiatives related to desktop, network, and Wi-Fi infrastructure. Coordinate all aspects of technology efforts for virtualization projects, business aligned restacks, WAN circuit upgrades, and facilities related electrical maintenance.

+ Frontline Support for Campus & ICG locations: Focused on delivering high-quality client support for all hardware, software, and vendor products across all locations. Our primary goal is to improve the client experience and ensure that all locations are updated with the latest technological advancements.

+ Service Provision: Overseeing and managing hardware vendors and managed field service support model across a distributed U.S. and Canada network. This includes coordinating logistics for parts and hardware, managing the replenishment of seed stock and break/fix inventory, and offering both remote and onsite technical support.

+ Client Management & White Glove Escalation Support: Focused on managing business relationships and handling the escalation of critical end-user issues. This involves collaborating with the necessary workstreams to facilitate problem identification and resolution through both onsite and remote technical support.

Responsibilities:

+ Contribute to formulation of strategies for infrastructure technologies functions

+ On-site & Remote Support Service Delivery

+ EUS Privileged Access Governance

+ Incident/Task Management

+ Hardware Break/Fix

+ Project Delivery & IMAC Support

+ Network & Wi-Fi Support

+ Desktop Asset Management

+ Desktop Procurement

+ Vendor / Contract Management

+ Summer Analyst/Associate Programs

+ Corporate/BYOD Device Programs

+ Assistive Technology (AT) Field Support

+ Annual COB Testing & Support

+ Bandwidth Upgrades for NAM WAN Campus

+ Contact Center Support

Qualifications:

+ Demonstrate high quality of interpersonal and communication skills.

+ The ability to properly communicate project status and escalate issues in a timely fashion.

+ Excellent problem-solving abilities and innovative thinking as they pertain to the desktop.

+ Excellent assertive communication skills

+ Must possess good customer relations skills

+ Must possess the ability to work independently or as part of a team and be well organized

+ Must possess the ability to manage multiple projects and multi-task effectively

+ PC Skills: Microsoft Office suite of products & Computer Hardware Knowledge

+ Internal Products: Service Now, Resolve IT

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Primary Location:

New Castle Delaware United States

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Primary Location Full Time Salary Range:

$125,760.00 - $188,640.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Nov 05, 2025

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_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._

_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) ._

_View Citi’s EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy) and the Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) poster._

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.