Technical Support Manager

What You'll Do

This position is responsible for being the face of the IT department by leading an engaged service-oriented team which supports LGE's technical and project initiatives. The Technical Support Manager will lead the Support team both strategically and operationally while modeling servant leadership to their team and to the business. This role must maintain a technical depth that allows them to coach and lead effectively while making sound decisions to guide and oversee IT Support related projects, requests, and tasks successfully. A passion for delivering service excellence excites you and is key to success in this role.

Essential Functions

Leadership

• Understand that we are a service-based department, and that we must serve well
• Lead the Support team both strategically and operationally. Stay up to date on the financial tech industry. Identify areas of opportunity and implement improvements in support
• Establish efficient processes and methods of organizing and managing the workload of the Support team
• Connect and maintain good relationships and open lines of communication with peers and business owners. Ensure your approach is always collaborative in nature and viewed as a partnership
• Responsible for supervising and developing each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance
  
  

Management - Team Performance

• Ensure you have regular weekly scheduled 1:1 meetings with all team members.Know and understand what each of your team members are doing. Be able to answer questions when asked of what the Support team is producing and accomplishing
• Ensure that the performance of each person on your team is regularly discussed and monitored
• Encourage when they are performing well. Partner in areas of low performance and develop a plan to correct any performance deficiencies
• Maintain SLAs for tickets. Report on helpdesk performance monthly
• Prepare annual evaluations that accurately measure employee performance and provide direction for their future growth and development
• Recognize employees who perform at a high level
• Set the example of professional behavior and hold employees accountable for their performance, attitude, and behavior
  
  

Projects & Tickets

• Project plans are updated regularly. Project status and reporting supplied regularly
• Identify project stakeholders and communicate project status to PM’s and owners regularly
• Projects are run based on due dates. Ability to understand resource capabilities and set reasonable due dates for requests is required
• Accountable for completing projects with no loose ends in a prompt and accurate manner
• Provides technical representation on projects that require support contributions
• Accountable for hitting established SLAs for tickets
  
  

Technical

• Ensure that downtime events are triaged expediently and communicated well. Technical leadership and a depth of technical knowledge is required to ensure this is done successfully
• Possess strong knowledge of desktop and application support
• Ability to continue expanding knowledge of support operations, products, applications, etc.
• Accountable for resolving all support related Helpdesk Tickets promptly
• Vendor Relationship Management
• Participate in regularly scheduled meetings and discussions to build a relationship between strategic vendors and other support partners
• Review and obtain approval for support related invoices
• Review/Negotiate support related service contracts
• Draft IT Support related policies and procedures and develop support standards based on industry best practices
• Manage IT equipment inventory
• Maintain familiarity with and follow all policies, procedures and processes which have been established to meet compliance requirements of all applicable federal regulations. The regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act.
  
  

Who You Are

• Bachelor’s degree in Computer Science or equivalent on‐the‐job technical experience or Certificate from technical institution
• 3‐5 years of managerial or leadership experience in overseeing IT support or helpdesk functions
• Strong written and communication skills
• Demonstrate the flexibility necessary for working in emergency‐style environment, willing to triage problems, and sometimes working odd or extras hours as needed
• Must be able to work in a fast paced, multi‐tasking and multi‐faceted environment
• Must be a quick to adapt and be willing to learn and keep up with new technologies