Help Desk Manager

POSITION SUMMARY

As the Help Desk Manager, you will oversee the daily activities and duties of the IT Help Desk, the IT Help Desk employees, and the computer operations employees. In this role, you will properly identify priority issues and handle appropriately, escalating issues as needed and ensure all daily tasks are completed. You will identify, recommend and support the implementation of various programs for the improvement of IT Help Desk processes, and you will identify, recommend and support the implementation of various programs for the improvement of IT Help Desk processes. As a representative of the Bank, you are required to present a positive and professional image at all times.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Three years of experience supervising an IT help desk or call center environment preferred

COMPETENCIES

• Ability to effectively manage an IT help desk or call center
• Possess excellent written skills to include documentation and procedures
• Possess project planning, assessment and analytical skills
• Be a team builder and a team leader
• Possess leadership, motivational and staff development skills
• Possess a desire to lead and develop people
• Possess excellent communication skills
• Sales and service oriented
• Ability to handle confidential information

DUTIES AND RESPONSIBILITIES

• Effectively manage and direct all aspects of the IT help desk and assigned employees, ensuring the expected customer service is provided within appropriate time frames
• Manage computer operations staff and ensure appropriate staffing
• Properly identify priority issues and handle appropriately, escalating issues as needed
• Ensure all daily tasks are completed timely and accurately
• Monitor team performance ensuring established IT help desk service levels such as response time, escalation, and problem resolution are met regularly
• Address performance or service level issues as they arise and coach to the expected improvements
• Provide regular SLA reporting to contain number of calls, categorization of calls, resolution time and missed SLA
• Identify, recommend and support the implementation of various programs for the improvement of IT help desk processes
• Prepare, implement, and monitor staff training and development plans
• Develop, implement, and maintain policies and procedures for the IT help desk and computer operations department
• Properly communicate the problem and estimated resolution time to all parties affected when issues arise
• Serve as a backup for each shift when needed
• Answer questions and solve issues on assigned On Call weekend
• Provide coaching, mentoring, and feedback, to team members on a real-time and continual basis and via two-way communication
• Select appropriate team members whose differing strengths can be maximized to create a highly productive team
• Complete cross-training and development training with team members
• Provide effective employee onboarding, and ongoing training and development opportunities that reflect both the employee’s and the bank’s needs
• Develop clear guidelines, goals and timelines while working alongside your team toward a common purpose
• Establish an environment of continuous improvement
• Listen to feedback and resolve any issues or conflicts
• Empower team members to improve their confidence, job knowledge and communication skills, and identify, discuss and relay employees’ interest in promotional and career development opportunities
• Approve timecards and benefit time for direct reports ensuring proper coverage
• Conduct regularly scheduled bi-weekly one-on-ones with team
• Ensure job descriptions are current and reflect actual duties of position, to ensure skills, abilities and experience is appropriate for current/and or securing new employees
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Actively support the ongoing development of a culturally diverse workforce
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to communicate effectively with Bank management and employees. Regular use of the telephone and email for communication is essential. Remaining in a stationary position, frequently operating a computer for extended periods of time, is common. Must be able to accurately gather and process verbal and written information and properly prepare or inspect documents. Good manual dexterity is needed for the frequent use of common office equipment such as computer terminals, calculators, copiers and telephones. You will be occasionally required to lift up to 100 pounds. Occasional travel to NETN/Knoxville/Middle TN branches may be required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)