Lead Technology Support Engineer

About Us
Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 5 out of 6 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

Position Purpose
The Lead Technology Support Engineer is responsible for overseeing the operations and performance of the IT service desk team within the Bank. This role involves managing the day-to-day activities of the service desk, ensuring efficient and effective resolution of technical issues, and delivering exceptional customer service to end users. The Lead Technology Support Engineer is also responsible for developing and implementing IT service desk strategies, policies, and procedures to enhance service delivery.

Position Responsibilities

• Team Management:

• Lead and supervise the team of service desk support engineers, providing guidance, support, and coaching.

• Set performance goals and conduct regular performance evaluations.
• Foster a positive work environment that encourages collaboration and continuous improvement.

• Manage resource allocation, workload distribution, and scheduling to ensure optimal service desk coverage.

• Service Desk Operations:

• Oversee the day-to-day operations of the service desk, ensuring timely response and resolution of IT issues.

• Monitor service desk metrics and KPIs to evaluate performance and identify areas for improvement.
• Coordinate with other IT teams to resolve complex technical issues and escalate problems when necessary.
• Maintain knowledge base and documentation of common issues and solutions for efficient problem resolution.

• Identify trends; Evaluate, recommend, and implement new technologies in support of business and IT objectives.

• Customer Service:

• Promote a customer-centric approach within the service desk team, focusing on delivering excellent customer service.

• Ensure timely and effective communication with end users regarding the status and progress of their IT requests.
• Handle escalations and customer complaints, working to resolve issues and provide satisfactory solutions.

• Identify trends in user feedback and implement proactive measures to improve customer satisfaction.

• Continuous Improvement:

• Regularly assess service desk processes, tools, and technologies to identify opportunities for improvement.

• Stay up-to-date with industry best practices and emerging trends in IT service management.
• Implement service desk enhancements and initiatives to optimize efficiency and service quality.

• Provide recommendations to senior management on service desk improvements, including staffing, training, and technology upgrades.

• Reporting and Analysis:

• Prepare and present regular reports on service desk performance, including ticket volumes, response times, and customer satisfaction.

• Analyze data and metrics to identify patterns, trends, and areas requiring attention.

• Use insights from data analysis to drive process improvements and operational efficiency.

• Coordination of new employee onboarding including account creation and laptop imaging.

• Assist with management and administer systems to track business assets.
• Manage the hardware lifecycle to meet business requirements within budget.
• Assist with and support the use of technology for conferences both physical and virtual.
• Administer the service management systems.
• Required to be on-call as needed for emergency situations.
• Other responsibilities and duties, as assigned.

Minimum Education & Experience Required

• A minimum of 5 years' experience in related field.
• A minimum of 3 years' managerial experience.
• Bachelor's degree in Computer Science or related field; Or equivalent combination of education, skills, and experience.
• Experience in infrastructure development or support including developing and managing to budgets.
• Experience with LAN/WAN networks, Internet technologies such as DNS, system helpdesks, PC support functions and technology infrastructure operations.
• Experience supporting or managing business critical processes and components, including Financial Systems, Microsoft Enterprise Applications, Active Directory, VoIP, and Disaster Recovery.
• Experience implementing or using service desk management software tools to manage and provide accountability to the organization.
• Experience with ITIL management best practices.
• Experience with Azure, Office 365, network and system monitoring, VPN (client and site to site)

Technical Knowledge And Skills

• Ability to guide others in resolving complex issues of significance to the organization.
• Exceptional organizational, project planning, and time management skills.
• Ability to inform, educate and influence supervisors and employees to support technology goals and objectives.
• Proven track record of developing and/or implementing standard service desk practices and procedures.
• Ability to work independently with minimal supervision and in a team setting, and across external and internal stakeholder groups.
• Excellent verbal and written communication skills; Strong attention to detail, with a keen focus on quality.
• Strong analytical skills.
• Comfort with multi-tasking.
• Familiar with customer support and technology.

Other

• Ability to travel to various bank locations as needed.

Compensation

• Base Salary Range: $95,000 - $125,000 annually. Final determination of where you are at in the salary range is based on numerous factors such as relevant experience, skill set, education, geographic location, and ability to meet qualifications within the job description.
• Additional Compensation: This role will include a yearly annual target bonus based on individual performance.

Working Arrangements

• This opportunity offers the flexibility to work in a hybrid working environment within our Rockville, MD office.

Why Join Us?

• Join a growing company with a culture that fosters an entrepreneurial spirit
• Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more
• Company Contributions to your 401k - Regardless of your contribution
• Employee Perks: Employee Recognition Program, Commuter Benefits, Employee Banking Discounts and much more
• Generous Paid Time Off and Paid Holidays.

Supporting Businesses. Helping People. Strengthening Communities.
Capital Bank, N.A. is an affirmative action and equal opportunity employer.
Capital Bank, N.A. is an Affirmative Action and Equal Opportunity Employer