Desktop Support Manager

:

Position Summary: This successful candidate will have exceptional customer service skills, a high-level of customer service oriented ITSM experience, coaching and mentoring approach to staff management, well-developed technical skills, and strong metric focused ticketing system experience. The Desktop Support Manager is the primary contact for all IT support needs and serves a critical role for the company.

Essential Functions:

• Lead, manage and develop all Technical and Help Desk Support Staff.
• Collaborate with other divisions and departments throughout the Bank to support business goals through strong management and leadership skills.
• Displays a passion for customer service demonstrated through professionalism and excellence in all aspects of the customer experience.
• Is the hands-on leader and inspire teams to find solutions to support our employees. Proactively raise issues to Team Leads when necessary.
• Continually improve processes and independently assess areas of opportunities that increase customer service and staff efficiencies.
• Prioritize and execute tasks in a high-pressure environment while maintaining customer service standards.
• Create reports from various systems, analyze the data and drive the business based on facts. Manage Service Level Agreement (SLA), Key Performance Indicators (KPI) as well as team and staff goals.
• Ensure compliance with bank policies, procedures and strategies while striving to reduce turnaround time, maintain system stability and customer satisfaction.
• Facilitate initial and ongoing training, mentoring and perform evaluations with direct reports.
• Schedule and coordinate on-call rotation duties.
• Ensure staff is trained and comply with bank policy, laws and regulations applicable to their roles. Monitor subordinates' adherence to internal controls and take action to address employee performance issues.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training: follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Perform other job-related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Qualifications:

• Bachelor's degree or equivalent work experience preferred.
• Minimum of 1 year supervisory experience required.
• 3-5 years advanced information technology and system knowledge preferred.
• Valid Nebraska driver's license.

Preferred Talents:

• Proven leadership competencies
• Proven problem solving skills
• Independent with a team orientation
• Independent decision maker with good judgment

Working Environment:

Medium workload - exerting up to 75 pounds of force occasionally and up to 20 pounds frequently.

Indoor work - occasional exposure to outdoor elements or hazards.

Some travel required.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

WJcmPB9mAI