IT Support Services Lead
2 weeks ago
Job Title:
IT Manager - Support ServicesOverview:
Western Alliance Bank is seeking a dedicated IT Manager to oversee the Support Services team, ensuring efficient desktop support and effective Help Desk operations.Key Responsibilities:
Champion customer satisfaction by establishing effective communication channels and analyzing support tickets to anticipate user needs. Supervise daily activities of the desktop support team, ensuring timely resolution of issues through diligent monitoring of the problem management database. Identify recurring issues and lead troubleshooting efforts until permanent solutions are implemented. Coordinate training and development for Help Desk and Desktop Support staff. Foster a positive work environment by providing leadership and motivation to the team. Communicate essential information accurately and assist in developing quality improvement initiatives. Design, implement, and maintain standards and procedures for Desktop Support and Help Desk operations, ensuring comprehensive documentation and regular audits. Conduct routine operational assessments and process enhancements. Manage hardware and software inventory to support organizational needs. Provide desktop support for executive events and meetings. Evaluate and recommend new desktop support technologies to enhance service delivery. Ensure compliance with service level agreements (SLAs) and customer expectations for issue resolution. Drive efficiencies through automation and continuous improvement initiatives. Oversee third-party vendor management to ensure compliance with SLAs and statements of work. Ensure accurate and timely completion of daily operations. Assist in evaluating new products and systems for the organization. Manage recruitment, training, and onboarding processes for team members. Build and mentor a diverse team aligned with the bank's operational strategy and performance standards. Establish key performance indicators (KPIs) to monitor team effectiveness. Manage escalation processes for user and system-wide issues. Ensure adherence to security and risk management protocols. Act as a change agent, bridging technical challenges with business communications to drive improvements. Uphold asset management policies and procedures. Provide exceptional support for VIP clients. Collaborate across IT departments to identify and address gaps in support processes. Stay updated on technology advancements through industry publications and seminars. Test and update software applications as needed.Qualifications:
Bachelor's degree in Computer Science, Engineering, or equivalent experience. 5+ years of experience in customer service-focused team management. 5+ years of experience managing Help Desk and/or Desktop Support teams. Proficient in Microsoft environments and/or managed service provider (MSP) experience. Experience in call center technology and management is preferred. Familiarity with financial services industry regulations and compliance. Experience with large enterprise platforms and system integration technologies. Proven ability to think strategically and enhance customer and employee experiences. Extensive experience managing MSPs. Strong knowledge of network infrastructure and related technologies. Proficient in Microsoft Office, Office 365, and common productivity applications. Familiarity with wireless networking and Cisco technologies. Knowledge of relevant regulations and standards. Excellent analytical and problem-solving skills. Highly organized with strong project management capabilities. Ability to influence and collaborate across various technology teams. Capacity to manage multiple projects simultaneously. Customer-service oriented with effective problem-solving skills. Strong written and verbal communication abilities. Solid technical background with the capability to guide both technical and non-technical personnel. Experience with Asset Management, InTune, and Autopilot. Flexibility to work weekends and/or overnight shifts as required. Occasional travel may be necessary. ITIL Framework Certification is desirable. Hands-on experience with Service Now. Ability to manage remote teams effectively. Benefits:
We offer competitive salaries, an ownership stake in the company, comprehensive medical and dental insurance, generous time off, a robust 401k matching program, tuition assistance, an employee volunteer program, and a wellness initiative. This role provides an opportunity to gain valuable insights into successful business operations and financial management, enhancing your career growth.
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