Job Description
Job Description
Position Overview
The primary responsibility for the Technology Service Support Manager is to oversee the effective delivery of IT services in a manner that aligns with the strategy and business objectives of the Bank, as well as with industry best practices. This includes planning, designing, directing, and overseeing critical IT management and governance functions to include Service Desk, endpoint technologies (PCs / mobile devices), Service Level & Availability Management, IT asset management, Identity & Access Management, IT financial management, and supporting Disaster Recovery / Business Continuity Management activities. This role manages the Technology Support function (Service Desk) which encompasses Level I and some Level II support of the Bank’s technical functions and applications. The Technology Service Support Manager coordinates with peers in the IT organization, associates from throughout the Bank’s business units, and vendors to deliver technical services and practices in a manner that contributes to improved efficiency, competitiveness, resiliency, and security.
Primary Duties and Responsibilities
Operational Management
- Defines and implements a strategy to drive adoption of service management and operational best practices.
- Promotes and champions the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
- Coordinates with Bank and IT management to define / refine SLAs; then monitors and manages performance to ensure SLAs are met.
- Manages and leads the Tech Support department.
- Mentors and develops the Service Desk / Tech Support Team to improve their technical skills.
- Provides first and some second tier computer, network, phone and software support.
- Creates, updates, and modifies an IT service catalogue in conjunction with other IT leaders.
- Oversees IT related issues including, but not limited to network troubleshooting, escalation to Level II resources, PC deployment and replacements, printer installs and assistance in upgrades.
- Consolidates and performs analysis of monthly IT operational metrics. Benchmarks, analyses, and makes recommendations for the improvement of IT systems and processes.
- Contributes to the development and enforcement of bank policies, guidelines, standards, and procedures.
Endpoint Management
Leads / manages the design, deployment, and support of endpoint devices and services to Bank staff.Oversees the administration of our workstations, laptops, mobile devices, and the phone system.Monitors and manages patching, AV updates, and application updates on our endpoint devices.Manages the delivery of services from vendors to include, but not limited to managed print, WiFi, and some telecommunication services.IT Asset Management
Oversees the daily and long-term strategic management of software and technology-related hardware within the Bank.Designs and implements processes to improve the management of technology assets for the purpose of reducing risk and improving financial management.Improves and manages processes for the disposal of obsolete assets in conjunction with other IT leaders.Identity & Access Management
Manages the enhancement and execution of the access management function.Coordinates with ISO, other IT leaders, Human Resources, and leaders in the business units to ensure appropriate access rights are established for new systems and roles; and to review and correct existing access rights.Responsible for enforcing user access to systems as approved by application owners and Management.IT Financial Management
Coordinates with accounting and IT leadership to track monthly technology budget exceptions. Coordinates with appropriate parties to address exceptions.Supports the development of the annual technology budget based on strategic planning, guidance from the CIO and executive management, input from IT leaders, information from vendors, benchmark data, and other critical inputs.This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Minimum Qualifications
Bachelor’s degree in computer science, information technology, or a related field; or commensurate work experience.10 years of progressively responsible experience supporting and delivering technology services, preferably at a financial institution.Working knowledge of and experience successfully implementing ITIL-based best practices.Strong understanding and technical knowledge of current network and PC operating systems, hardware, protocols, and standards.Experience with systems design and development from business requirements analysis through day-to-day management.Knowledge of bank business processes, human resource management principles, and budgeting and accounting principles.Experience with IT service desk tools.Ability to design and create reports to measure and manage the service desk and access management functions.Exceptional written, verbal, and interpersonal communication skills.Strong leadership skills.Self-Motivated, self-directed, and attentive to detail.Ability to effectively prioritize and execute tasks in a fast-paced, dynamic environment.Extensive experience working in a team-oriented, collaborative environment.Preferred Qualifications
Graduate Degree in Computer Science, Information Systems, Business, or equivalent banking experience preferred.Professional certification in ITILv4 or ITSMPrevious experience implementing leading ITSM tools.Business Analysis and / or Project Management experience.Training or Certification in Business ContinuityFormal training or certification in ITIL / IT Service Management principles.Additional Requirements
Work may be required after-hours, and on occasion during weekends and holidays.Stooping. Bending body downward and forward by bending spine at the waist.Kneeling. Bending legs at knee to come to a rest on knee or knees.Crouching. Bending the body downward and forward by bending leg and spine.Crawling. Moving about on hands and knees or hands and feet.Lifting. Raising objects from a lower to a higher position or moving objects horizontally from position-to-positionConstantly operates a computer and other office productivity machinery.Our Way
Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work
Make a meaningful difference in our community through our service and financial support
Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators
Benefits
You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight :
Eligibility for health, dental, vision, life and disability insurance coveragesRetirement Plan - 401k with matchingESOP- Employee Stock Ownership PlanTime away from work – vacation time, sick time and holidaysPaid parental leaveTuition AssistanceProfessional development opportunitiesTHE BANK OF TAMPA IS AN EQUAL OPPORTUNITY EMPLOYER
A DRUG FREE WORKPLACE
E-VERIFY EMPLOYER
