Technical Support Manager

Description

JOB SUMMARY

The Technical Support Manager will oversee the Help Desk Support Personnel and the Items Processing Department Personnel.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary.

• To oversee the Help Desk support personnel to coordinate the first line support to bank employees and troubleshooting of computer end user issues. To assist the help desk personnel with various hardware and software problems, network support, and password issues for end users. To follow up with internal customers to ensure satisfactory completion of Help Desk calls. To document and maintain record of Help Desk calls in the incident management database.
• Manage the hiring, daily activities, coaching, evaluating, and counseling of reporting staff. Participate in job specific training and other various Bank training programs, as necessary.
• To oversee the Items Processing personnel to ensure efficient operation, quality service and to verify the completion of all processing of all customer presentments, statements, and notices in a timely manner.
• To apprise the IT Operations regarding the department's operational status.
• Participate in job specific training and other various Bank training programs, as necessary.
• Maintain compliance with departmental policies, procedures and to ensure integrity and security of sensitive customer information.
• Maintain current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel.
• Maintain current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel.
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML and ensures adherence by the respective department personnel.

Qualifications

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• A self-starting individual who possesses a bachelor’s degree and at least two years of Technical Support experience.
• An equivalent amount of experience in Technical Support may Substitute the degree preference.
• Minimum of 1 year experience in the banking industry.
• Must possess a technical aptitude.
• Excellent telephone customer relations skills while working under pressure.
• Good verbal and written communication skills.
• Attention to detail, a high degree of mental concentration as well as the ability to change quickly from one task to another.
• Good organizational and interpersonal skills.
• Ability to work flexible hours Monday through Friday from 7:00 a.m. to 7:00 p.m. and occasional Saturdays.
• Bilingual in English and Spanish is desired.

ORGANIZATION

• This position reports to the Chief Technology Officer
• This position oversees the Help Desk and Item Processing personnel.

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.