Help Desk Manager

Job Description

Job Description

Job Summary

The IT Help Desk Manager is responsible for overseeing the day-to-day operations of the IT help desk, ensuring efficient resolution of technical issues and providing exceptional customer service to bank employees. This role requires a strong technical background, excellent communication skills, and the ability to lead and motivate a team.

Duties and Responsibilities

• Team Leadership:
  • Recruit, hire, and manage a team of help desk technicians.
  • Provide ongoing training and development to team members.
  • Set performance goals and conduct regular performance reviews.
  • Foster a positive and collaborative work environment.
• Help Desk Operations:
  • Oversee the daily operations of the help desk, including incident ticketing, problem resolution, and knowledge base management.
  • Implement and enforce effective help desk procedures and policies.
  • Monitor key performance indicators (KPIs) to measure help desk efficiency and effectiveness.
  • Identify opportunities for process improvement and implement solutions.
• Technical Support:
  • Provide advanced technical support for complex issues.
  • Troubleshoot and resolve hardware, software, and network problems.
  • Work closely with other IT teams to coordinate problem resolution.
• Customer Service:
  • Ensure timely and accurate resolution of customer issues.
  • Build strong relationships with customers and foster a positive customer experience.
  • Manage customer expectations and communicate effectively with all levels of the organization.
• Security:
  • Enforce security policies and procedures to protect sensitive bank information.
  • Stay informed about emerging security threats and implement preventive measures.
  • Conduct regular security audits and vulnerability assessments.

Requirements and Qualifications

• 5+ years of experience in IT support, including at least 2 years in a management role.
• Strong technical knowledge of hardware, software, and network infrastructure.
• Experience with help desk ticketing systems and IT service management frameworks (ITSM).
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Strong leadership and team management skills.
• Experience in a financial services industry is preferred.

Preferred:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• TCP/IP & DNS experience.

• Experience troubleshooting network connectivity and cabling issues.
• Experience installing, configuring, and maintaining client hardware and software.

BankFirst is an EEO employer. Including Vets/ Disabilities.