Technology Director - End User Support
About the position About this role: Wells Fargo is seeking a Field Services Technology Director to lead Enterprise End User Support. This role is a key leadership position within the Chief Technology Office (CTO), accountable for driving enterprise‑wide excellence across Desk-Side Support and Field Tech Services. The leader in this role ensures operational stability, service quality, and regulatory compliance across all supported locations—fully aligned to Wells Fargo’s risk‑management culture, customer‑centric focus, and operational execution standards. This role oversees large‑scale service delivery operations, manages multiple teams through direct people leaders, and partners closely with Technology partners, business line stakeholders, and Enterprise Functions to maintain a secure, resilient, and productive technology environment for Wells Fargo employees. In this role, you will: Manage a team of engineering managers and engineering leads Focus on delivering commitments aligned to enterprise strategic priorities Build support for strategies with business and technology leaders Guide development of actionable roadmaps and plans Identify opportunities and strategies for continuous improvement of software engineering practices Provide oversight to software craftsmanship, security, availability, resilience, and scalability of solutions developed by the teams or third party providers Identify financial management and strategic resourcing Set risk management guidelines and partner with stakeholders to implement key risk initiatives Develop strategies for hiring engineering talent Lead implementation of projects and encourage engineering innovation Collaborate and influence all levels of professionals including more experienced managers Lead team to achieve objectives Interface with external agencies, regulatory bodies or industry forums Manage allocation of people and financial resources for Technology Strategic Leadership Develop and guide a culture of talent development to meet business objectives and strategy
Responsibilities
- Manage a team of engineering managers and engineering leads
- Focus on delivering commitments aligned to enterprise strategic priorities
- Build support for strategies with business and technology leaders
- Guide development of actionable roadmaps and plans
- Identify opportunities and strategies for continuous improvement of software engineering practices
- Provide oversight to software craftsmanship, security, availability, resilience, and scalability of solutions developed by the teams or third party providers
- Identify financial management and strategic resourcing
- Set risk management guidelines and partner with stakeholders to implement key risk initiatives
- Develop strategies for hiring engineering talent
- Lead implementation of projects and encourage engineering innovation
- Collaborate and influence all levels of professionals including more experienced managers
- Lead team to achieve objectives
- Interface with external agencies, regulatory bodies or industry forums
- Manage allocation of people and financial resources for Technology Strategic Leadership
- Develop and guide a culture of talent development to meet business objectives and strategy
Requirements
- 8+ years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 4+ years of management or leadership experience
- 8+ years in setting strategy, automation, and continuous improvements
- 4+ years managing and developing managers and/or senior individual contributors in an IT or end-user environment
- 5+ years managing vendors
- 5+ years managing profit and loss
Nice-to-haves
- 8+ years of experience leading and developing managers and/or senior individual contributors in an IT or end‑user services environment
- 8+ years of experience in IT support or field services
- Abilities to lead and drive Operation efficiencies & improvements, and automations
- Ability to partner with senior leaders, business stakeholders, and peer organizations
- Experience contributing to or setting strategy and direction for the function
- Ownership of processes, procedures, or service offerings with moderate‑to‑high complexity
- Strong understanding of IT service operations, incident/problem management, and continuous improvement
- Ability to translate strategy into operational execution at scale
- Demonstrated risk management discipline and adherence to enterprise policies and controls
- Experience balancing business outcomes with risk and regulatory requirements
- Comfort operating in highly governed environment
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