IT Support Manager

Who We Are

First Fed is a local community bank on an exciting growth trajectory with 18 locations including 12 full-service branches in Western Washington. First Fed was recognized by the Puget Sound Business Journal as a Best Workplace for the last 3 years and a Top Corporate Philanthropist in 2023. By popular vote, First Fed received 2023 awards for Best Bank in The Best of the Northwest, Best Banker in Readers’ Choice by Cascadia Daily News, and Peninsula Daily News named us Best Bank on the Olympic Peninsula. We also received a Best-In-State bank award from Forbes in 2021.  

 For over 100 years First Fed has served our customers and communities throughout the PNW. We’ve donated over $9 million to non-profit organizations in the past 8 years through our foundations, sponsorships, direct donations, and matched employee donations. Our amazing team has volunteered over 25,000 hours in the past 5 years – many by using our benefit of 3 paid volunteer days per year!  

We welcome applicants from all backgrounds – our diversity makes us stronger. Join our award-winning team!  

Our Values

Optimism:  We are positive and decisive. We believe the future will be better than the past. Our attitude demonstrates persistence which leads to success.

Initiative:  We are self-starters and find innovative solutions. We are courageous, entrepreneurial, and passionate. We take action for good.

Respect:  We include individuals from diverse backgrounds and with different perspectives. We are committed to honoring and serving others.

Growth:  We learn and adapt so we can continually improve. We believe in personal growth through grit and determination.

Ownership:  We are invested in our endeavors. We are accountable and take responsibility for our actions and decisions.

Position Purpose:

The IT Support Manager is responsible for the operation and success of the front-line technical support to our employees. In addition to handling all procedures related to the identification, prioritization, and resolution of internal customer service requests, the manager focuses on monitoring, tracking, and coordination of the support team. The manager is also expected to be a player-coach, providing Support Desk Level support to employees and assisting in other IT areas up to 50% of the time. Above all, the manager is focused on running a best-in-class support team that provides exemplary service to our internal customers.

Essential Functions:

• Analyze performance of Support Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to mitigate future issues.
• Ensure Service Level Agreements (SLAs) are met within established problem resolution expectations.
• Assist with Support Desk duties, including phone coverage, support for systems/applications, employee onboarding/offboarding processes, etc.
• Coordinate and perform fixes, including installing or upgrading software and hardware, file backups and restores, and configuring systems and applications.
• Ensure accurate and timely documentation of issues and solutions, FAQ, help and usage guides.
• Ensure high quality of issue resolutions, including rigorous testing of published solutions.
• Design and enforce request handling and escalation policies and procedures.
• Provide outstanding customer service to our staff and ensure that bank information is maintained in a safe and secure manner in accordance with company policies, missions, and goals.
• Track and analyze trends in Support Desk requests.
• Assess need for any system reconfigurations and make recommendations based on request trends.

• Develop, implement, and administer Support Desk technician training procedures and policies.
• Identify, develop, and implement staff training programs to increase computer literacy.
• Research emerging products, services, protocols and standards in IT Support initiatives.
• Maintain regular and predictable attendance and perform related duties and responsibilities as required.

• Develop and maintain a working knowledge of First Fed policies, procedures, and systems.

• Other duties as assigned.

Qualifications/Requirements:

• 6-8 years of verifiable experience in desktop and general IT support required.
• Higher education in Information Technology preferred.
• Leadership abilities with preference for those with experience managing a team.
• Ability to grasp complex technical concepts, diagnose, problem solve, and communicate concepts appropriately for the audience.
• Ability to communicate well with customers, peers, and management and follow detailed instructions.
• Familiarity with VMware Horizon virtual desktop environment desired.
• Familiar with supporting Microsoft Windows desktop operating system in a Microsoft domain environment.
• Familiar with using and supporting business apps such as Microsoft Office and Jira Service Management.
• Familiar with Windows Active Directory and with networked printers in a Windows environment.
• Ability to assist and monitor technology vendors
• Occasional overnight travel out of area may be required.  Mileage reimbursement may be provided.
• High school diploma or the equivalent required.

Physical Requirements: 

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

Pay Range

• The pay range for this position is $79,228.86- $134,689.07
  
• The typical hiring range for this position is $79,228.86 – $90,915.12
  
• The incentive plan for this position is the Staff Support Incentive plan. It is paid out quarterly with a 5% target payout.
• Employees will be eligible for our benefits package including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on our banking products, and more!  Additional information on our benefits package can be viewed at https://www.ourfirstfed.com/careers 

Salary : $79,229 - $134,689