What are the responsibilities and job description for the Help Desk Manager position at BankFirst Financial Services?
Job SummaryThe 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.
