Service Desk Manager

SUMMARY

The Service Desk Manager is responsible for overseeing Service Desk operations, user access governance, and overall operational stability within a regulated enterprise environment. This role serves as the Single Point of Contact (SPOC) for IT service requests, ensures SLA compliance, supports SOX controls, and drives continuous service improvement. Providing exceptional customer service in every situation is a key component of this role. The ideal candidate embraces continuous improvement and innovation, is willing to be hands-on when needed, and proactively seeks more efficient and cost-effective ways to deliver IT services.

Ensures compliance with established Company policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Home Mortgage Disclosure Act, Real Estate Settlement Procedures Act, Fair Credit Reporting Act, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.

REQUIRED DUTIES

1. Oversees and manages daily Service Desk operations, ensuring efficient, professional, and proactive service delivery with a strong customer service commitment, and serving as the Single Point of Contact (SPOC) for IT service requests through ServiceNow and approved channels.

2. Provides functional and technical support for hardware, software, and applications, ensuring all incidents and service requests are properly logged, tracked, prioritized, and resolved within defined SLAs.

3. Manages and leads Service Desk staff, including assignment, prioritization, workload balancing, and performance oversight across phone, walk in, remote, and on site support.

4. Owns incident, escalation, and major incident management, ensuring effective coordination across resolver groups, timely stakeholder communication, and post incident review.

5. Acts as the primary coordination point for complex incidents and service requests, including those requiring multiple tasks or resolver teams.

6. Monitors ticket health and SLA performance, reviews troubled or aged tickets, drives timely resolution, and enforces accountability.

7. Establishes and maintains Service Desk best practices, including incident management, escalation handling, change control awareness, and customer communication standards.

8. Sets and enforces customer service and service quality standards, monitoring response times, resolution outcomes, and overall service effectiveness.

9. Identifies trends and improvement opportunities in incidents and service requests, initiates problem records as appropriate, and ensures service improvement actions are completed.

10. Manages desktop computing and endpoint environments, ensuring laptops, PCs, and access devices meet performance and security standards, including oversight of deployments, patching, and recurring failures.

11. Manages IT asset inventory, including hardware, software, and related supplies, ensuring accurate tracking and lifecycle management.

12. Develops and delivers operational and performance reports for management, leadership, and audit purposes, including Service Desk productivity and service metrics.

13. Recruits, manages, and develops Service Desk personnel, including performance evaluations, training, scheduling, delegation, and disciplinary actions in alignment with organizational practices.

14. Collaborates effectively across the organization, working with business units, vendors, and cross functional stakeholders within a matrix environment to support business needs.

15. Supports audits, compliance activities, and special projects, including data gathering, reporting, and adherence to organizational policies, procedures, and regulatory requirements.

16. Applies sound judgment and decision making in accordance with established policies, procedures, and approval limits, using coaching and feedback to support employee development.

17. Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the department including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.

18. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

19. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

20. Follows policies and procedures; completes tasks correctly and on time; supports the company's goals and values.

21. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.

22. Performs duties specific to the position and other functions as assigned.

MINIMUM REQUIREMENTS

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.
• Bachelor's degree from a four (4) year college or university, or equivalent education from a technical or trade school; or a minimum of 5+ years of related IT experience, or an equivalent combination of education and experience
• Bilingual in Korean and English preferred.
• Experience supporting banking operations and business units, including familiarity with Fiserv and operating within regulated financial services environments.
• Extensive experience managing enterprise-scale Microsoft environments, including complex Active Directory (multi-OU, delegated administration), Azure AD / hybrid identity environments, Exchange (on-premises and/or Exchange Online), and Microsoft 365 administration across identity, access, and collaboration services
• Strong knowledge of enterprise identity and access management (IAM) concepts, including RBAC, security vs. distribution groups, mailbox permissions, and delegated access.
• Hands-on experience supporting endpoint and user computing environments, including installation, configuration, troubleshooting, and support of Windows OS, domain-joined environments, and associated enterprise hardware and peripherals such as PCs, laptops, printers, and Android- or iOS-based mobile devices.
• Proficiency with enterprise-approved remote support tools, specifically BeyondTrust Remote Support, to provide secure onsite and remote user assistance, in alignment with organizational security and access control policies.
• Hands-on experience with Service Desk / ITSM platforms, such as ServiceNow, utilized as the primary system of record for incident, service request, access management, escalation handling, SLA monitoring, and audit evidence tracking.
• Experience with endpoint management and patching solutions, such as BigFix and/or Microsoft Intune, including vulnerability and update remediation.
• Working knowledge of authentication and secure access technologies, including VPN, MFA, and modern authentication flows.
• Experience supporting user access lifecycle management, including onboarding, role changes, offboarding, access reviews, and enforcement of least-privilege principles.
• Demonstrated experience supporting audit, compliance, and security initiatives, including reporting, documentation, and evidence collection aligned with SOX and FFIEC expectations.
• Demonstrated ability to plan, organize, and manage departmental activities, including setting objectives, developing strategies, budgeting, staffing, coaching, and performance management.
• Ability to work with minimal supervision while effectively managing assigned responsibilities.

Pay $112,600 - $160,900 per year. The salary reflects the full, reasonably expected salary range for this position. Salary is based on the candidate's current experience, education, skills, and abilities related to the position. Successful candidates may be eligible for bonus, stock, commissions, and incentives at the Company's sole discretion. We offer a comprehensive benefits package, which vary depending on the position ultimately offered. All employees are offered paid sick time off. Depending on the position offered, benefits packages may include vacation leave; paid holidays; medical, dental, vision, life and disability insurance packages for employees and dependents; various other voluntary benefit offers, and optional retirement accounts.

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, genetic information, or military or Veteran status, or any other characteristic protected by law.

The application window for this position is expected to close on July 8, 2026.