IT Help Desk Manager

1 week ago


Lockport, New York, United States United Midwest Savings Bank Full time
Job Title: IT Help Desk Manager

United Midwest Savings Bank is seeking a highly skilled IT Help Desk Manager to lead our technical support team. As a key member of our IT department, you will be responsible for managing the day-to-day operations of our help desk, ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Manage and train a team of technical support specialists to provide timely and effective support to our customers.
  • Develop and implement processes and procedures to improve help desk efficiency and customer satisfaction.
  • Collaborate with other IT teams to ensure seamless integration of technical support services.
  • Monitor and analyze help desk metrics to identify areas for improvement and develop strategies to address them.
  • Act as an escalation point for critical issues and provide guidance to team members on complex technical problems.
Requirements:
  • Bachelor's degree in Computer Science, Math, Engineering, or related field.
  • 5+ years of experience in technical support or help desk management, with a strong background in IT service delivery.
  • Proven track record of improving help desk efficiency and customer satisfaction.
  • Strong leadership and communication skills, with the ability to motivate and train a team of technical support specialists.
  • Experience with Fiserv or other banking systems is a plus.
What We Offer:
  • Paid Time Off (PTO)
  • Medical / Dental / Vision
  • 401K
  • Paid Family Leave

United Midwest Savings Bank is an Equal Opportunity Employer.



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