IT Support Manager

Benefits Health insurance Paid time off Vision insurance 401(k) 401(k) matching Dental insurance IT Support Manager Location: Amarillo, TX Department: Information Technology Reports To: Chief Technology Officer (CTO) Position Type: Full-Time | Exempt About Herring Bank At Herring Bank, technology is a critical part of delivering exceptional service to our employees and customers. We're looking for a hands‑on IT leader who is passionate about building high‑performing teams, improving support operations, and delivering an outstanding customer experience. Position Summary Herring Bank is seeking an experienced IT Support Manager to lead our IT Support and Helpdesk team. This role is responsible for the full lifecycle of end‑user technology, including workstations, mobile devices, printers, conference room technology, IP phones, endpoint software, and related support services. The IT Support Manager owns the Helpdesk process from intake through resolution, ensuring timely communication, effective escalation management, accurate documentation, and exceptional service delivery. This individual will lead the support team while driving operational excellence, continuous improvement, and accountability across the department. This is an excellent opportunity for a leader who enjoys mentoring others, improving processes, solving technical challenges, and making a meaningful impact across the organization. What You’ll Do Lead, coach, and develop the IT Support and Helpdesk team. Oversee the full lifecycle of end‑user technology, including procurement, deployment, inventory, support, refresh, and retirement. Ensure employees and Campus Solutions customers receive responsive, high‑quality technical support. Own support tickets through resolution, coordinating with internal IT teams, vendors, and business partners as needed. Manage escalations while ensuring timely communication and follow‑up. Maintain accurate endpoint inventory and technology documentation. Establish and enforce support standards, installation quality, documentation, and best practices. Partner with IT leadership on endpoint security, workstation patching, vulnerability remediation, and administrative access controls. Monitor Helpdesk metrics, identify trends, perform root cause analysis, and implement improvements to reduce recurring issues. Manage vendor relationships, software licensing, support contracts, and identify cost‑saving opportunities. Foster a culture of professionalism, responsiveness, collaboration, and continuous improvement. Qualifications Required Experience leading an IT Support, Helpdesk, Desktop Support, or Endpoint Support team. Strong knowledge of endpoint support, asset lifecycle management, Helpdesk operations, and service delivery. Experience with ticketing systems, asset management platforms, endpoint support tools, and technical documentation. Demonstrated ability to manage escalations and drive issues through resolution. Working knowledge of workstation patching, endpoint vulnerability management, and administrative access controls. Excellent leadership, communication, organizational, coaching, and problem‑solving skills. Preferred Banking, financial services, or other regulated industry experience. Experience supporting multiple branch locations or geographically dispersed teams. Experience with endpoint management, remote support, inventory management, patching, and vulnerability management tools. Experience improving Helpdesk performance metrics, documentation quality, service delivery, and operational efficiency. Experience managing vendors, licensing, support contracts, and technology budgets. What Success Looks Like Improving ticket quality, documentation, and ownership. Reducing aging tickets and recurring technical issues. Maintaining accurate endpoint inventory and asset records. Increasing endpoint compliance through effective patching and vulnerability remediation. Enhancing installation quality, support consistency, and customer satisfaction. Developing a high‑performing support team through coaching, accountability, and continuous improvement. Why Herring Bank? At Herring Bank, you'll have the opportunity to lead an essential IT function, collaborate with talented professionals, and help shape the future of technology support across the organization. If you're passionate about leadership, customer service, and operational excellence, we'd love to hear from you. #J-18808-Ljbffr