What are the responsibilities and job description for the Helpdesk Manager position at St. Mary's Bank?
Under the direction of the Associate Director of Information Technology, the Helpdesk Manager will oversee the technical support team, documenting through the service desk ticketing system and ensuring the efficient resolution of technical issues and maintaining high levels of customer satisfaction. This role requires a blend of technical expertise, leadership skills, and customer service acumen.
Key Responsibilities
- Manage and lead the helpdesk team, providing guidance, training, and performance evaluations.
- Oversee day-to-day operations of the helpdesk, ensuring timely and effective resolution of user issues and act as an escalation point for key issues.
- Develop and implement helpdesk policies, procedures, and best practices.
- Monitor helpdesk performance metrics and prepare regular reports for senior management.
- Plan and execute lifecycle management of endpoint equipment and provide recommendations to management.
- Collaborate with other IT teams to resolve complex technical issues.
- Ensure helpdesk software and tools are up-to-date and functioning optimally.
- Maintain a high level of customer satisfaction by managing user expectations and resolving complaints.
- Identify and address areas for improvement in helpdesk operations.
- Coordinate with vendors and third-party support as needed.
- Stay updated on industry trends and advancements in technology.
Core Skill Competencies
- Technical Proficiency: Understanding of IT systems, networks, and software applications.
- Leadership: Ability to lead a team, provide feedback, and foster a collaborative work environment.
- Customer Service: Excellent interpersonal skills with a focus on customer satisfaction.
- Problem-Solving: Strong analytical and troubleshooting skills.
- Communication: Effective verbal and written communication skills.
- Time Management: Ability to prioritize tasks and manage time efficiently.
- Adaptability: Flexible and able to handle changing priorities and emergency situations.
- Attention to Detail: Meticulous and thorough in documentation and follow-up.
Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field with 5 years information services experience, banking preferred.
- Working knowledge of Office365, Active Directory, Azure Active Directory, Group Policy and Help Desk/CRM programs required.
