Desktop Support Lead

6 days ago

Phoenix, Arizona, United States Western Alliance Bank Full time

Job Summary:

Western Alliance Bank is seeking a highly skilled IT Operations Manager to lead our desktop support team and drive innovation in our support processes. As a key member of our IT organization, you will be responsible for creating and implementing support processes, troubleshooting hardware and software issues, and developing user-friendly knowledge base documentation.

Key Responsibilities:

  • Establish good communication chains and ticket analysis to predict customer needs and allow for proactive issue mitigation.
  • Oversee the daily operations of the desktop support team, monitoring problem management databases and following up with assigned personnel to ensure timely resolution of problems.
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
  • Coordinate training requirements of Help Desk and Desktop Support personnel.
  • Provide leadership by projecting a positive attitude and providing learning incentives.
  • Accurately communicate pertinent information and assist in the development and implementation of quality improvement programs for assigned departments.
  • Lead in the design, development, implementation, and maintenance of Desktop Support and Help Desk standards and procedures, ensuring all are documented, consistently monitored, and audited.
  • Conduct routine operational reviews and process improvements.
  • Maintain inventory of hardware and software to support enterprise operations.
  • Support Sr. Executive Event and Meeting Support from a desktop support perspective.
  • Analyze, evaluate, and recommend new desktop support technologies to leadership.
  • Ensure timely resolution of issues and requests in accordance with SLAs and expectations.
  • Drive efficiencies to reduce tickets and costs through automation and continual improvements.
  • Drive big-picture goals and complete milestones while valuing and maintaining strong attention to detail.
  • Manage 3rd party outsourced providers to meet SLAs and SOW commitments and evaluate new vendors as appropriate.
  • Ensure day-to-day operations are completed accurately and closed in a timely manner.
  • Assist with the evaluation of new products, systems, and equipment for the centers.
  • Manage the onboarding, hiring, training, and offboarding of personnel.
  • Build, mentor, and manage a diverse team responsible for delivering solutions to enable the bank's operations strategy.
  • Develop, coach, and reinforce team engagement in line with the mission, vision, values, goals, and performance standards of the IT organization.
  • Establish KPIs and monitor team performance.
  • Manage the escalation process for end-user and system-wide issues.
  • Exposure to established contract management.
  • Ensure security and risk management directives are properly understood by the team and followed.
  • Candidate will have a deep understanding of technical metrics and how they map to business KPIs.
  • Candidate will be an agent of change within the organization, seeking to close any gaps between technical issues and business communications and help drive improvements through various teams.
  • Ensure self and team support Asset Management policies and procedures.
  • Ensure White Glove support for VIPs.
  • Work across IT organization to identify and close gaps that create unnecessary calls into Help Desk.
  • Meet with technology technicians, attend seminars, and read industry-related publications to remain abreast of technology advances and aid in the technology planning effort.
  • Test and update software.

Qualifications:

  • Bachelor's level degree in Computer Science, Engineering, or equivalent work experience.
  • 5+ years as a proven customer service-focused team manager.
  • 5+ years' experience managing a Helpdesk and/or Desktop Support/EUS.
  • Experienced in Microsoft environments of end users and/or MSP experience.
  • Call Center technology and management experience preferred.
  • Experience in financial services industry with proven regulatory and compliance discipline.
  • Experience with large, enterprise core platforms and providers, mobile and digital platforms, and system integration technologies.
  • Demonstrated ability to think strategically, deliver innovation, and drive improved customer and employee experience.
  • Extensive experience with overseeing Managed Service Providers (MSP).
  • Solid knowledge of network infrastructure and experience in a similar role.
  • Knowledge of software applications and basic hardware for the PC.
  • Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
  • Knowledge of wireless networking components and terminology; Familiarity with Cisco.
  • Knowledge of relevant regulations and standards.
  • Strong analytical and problem-solving skills.
  • Detail-oriented and highly organized.
  • Strong project management skills.
  • Strong analytical critical thinking and problem-solving and the ability to influence outside of the direct team.
  • Ability to collaborate with different technology towers to achieve common goals.
  • Ability to manage multiple tasks or projects simultaneously.
  • Customer-service oriented with problem-solving skills.
  • Excellent written and verbal communication skills.
  • Solid technical background with the ability to provide guidance to technical & non-technical resources.
  • Experience in Asset Management, InTune, and Autopilot.
  • Candidates must be flexible to work weekends and/or overnight shifts as necessary.
  • Some travel (

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