What are the responsibilities and job description for the Helpdesk Manager position at St. Mary's Bank?
St. Mary's Bank is looking to fill a Help Desk Manager position. While demonstrating Organizational Excellence this position will be responsible to provide leadership to the technical support team and helpdesk ticketing system including the following.
- Oversees all requests, incidents and technical challenges reported to the service desk by coordinating daily workflow of team resources to manage urgent and complicated support issues effectively and timely.
- Determines and recommends HW/SW issues and acts as escalation point for key issues, guiding tickets to resolution that may require hands-on collaboration between the technical support team and business areas to ensure service levels are maintained.
- Setting and measuring service level standards, and escalation paths to vendors, systems engineers and other business members. Manages vendor relationships.
- Planning and executing lifecycle management of endpoint equipment, providing recommendations to management.
- Gathering feedback from end users on service issues. Directing the IT Onboarding and IT portion of the ACF process.
Qualifications:
- Associates' degree in Computer Science with five years information services experience and banking preferred.
- Working knowledge of Office365, Active Directory, Azure Active Directory, Group Policy and Help Desk/CRM programs a must.
- Excellent written and verbal communication skills.
- Demonstrated ability to work under pressure and meet deadlines, attention to detail.
- Strong problem resolution skills.
- Proven interpersonal, work measurement and scheduling skills.
- Able to work flexible hours as required.
- Must be able to lift up to 30 pounds.
Salary : $68,000 - $0
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