IT Operations Manager
1 week ago
We are seeking an experienced IT Help Desk Manager to join our team at BankFirst Financial Services. As a key member of our IT department, you will be responsible for overseeing the day-to-day operations of our IT help desk, ensuring efficient resolution of technical issues and providing exceptional customer service to our employees.
About the Role
This is a challenging and rewarding role that requires a strong technical background, excellent communication skills, and the ability to lead and motivate a team. You will be responsible for recruiting, hiring, and managing a team of help desk technicians, providing ongoing training and development to team members, setting performance goals and conducting regular performance reviews, and fostering a positive and collaborative work environment.
Key Responsibilities
* 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.
Requirements
* 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.
Estimated Salary: $120,000 - $180,000 per year.
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