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
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.
