Help Desk Manager

4 weeks ago


Macon, United States BankFirst Financial Services Full time
Job Summary

The IT Help Desk Manager is responsible for overseeing the day-to-day operations of the IT help desk, ensuring efficient resolution of technical issues and providing exceptional customer service to bank employees. This role requires a strong technical background, excellent communication skills, and the ability to lead and motivate a team.

Duties and Responsibilities
  • Team Leadership:
    • Recruit, hire, and manage a team of help desk technicians.
    • Provide ongoing training and development to team members.
    • Set performance goals and conduct regular performance reviews.
    • Foster a positive and collaborative work environment.
  • Help Desk Operations:
    • Oversee the daily operations of the help desk, including incident ticketing, problem resolution, and knowledge base management.
    • Implement and enforce effective help desk procedures and policies.
    • Monitor key performance indicators (KPIs) to measure help desk efficiency and effectiveness.
    • Identify opportunities for process improvement and implement solutions.
  • Technical Support:
    • Provide advanced technical support for complex issues.
    • Troubleshoot and resolve hardware, software, and network problems.
    • Work closely with other IT teams to coordinate problem resolution.
  • Customer Service:
    • Ensure timely and accurate resolution of customer issues.
    • Build strong relationships with customers and foster a positive customer experience.
    • Manage customer expectations and communicate effectively with all levels of the organization.
  • Security:
    • Enforce security policies and procedures to protect sensitive bank information.
    • Stay informed about emerging security threats and implement preventive measures.
    • Conduct regular security audits and vulnerability assessments.

Requirements and Qualifications
  • 5+ years of experience in IT support, including at least 2 years in a management role.
  • Strong technical knowledge of hardware, software, and network infrastructure.
  • Experience with help desk ticketing systems and IT service management frameworks (ITSM).
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
  • Ability to work under pressure and meet deadlines.
  • Strong leadership and team management skills.
  • Experience in a financial services industry is preferred.

Preferred:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • TCP/IP & DNS experience.
  • Experience troubleshooting network connectivity and cabling issues.
  • Experience installing, configuring, and maintaining client hardware and software.

BankFirst is an EEO employer. Including Vets/ Disabilities.
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