Help Desk Operations Manager

Jobtailor; Oregon (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in the United States is seeking a senior operations leader to manage and develop a Help Desk team delivering Treasury Management support across digital banking products.

You will coach a ~10-person team, drive performance metrics, ensure service levels, and collaborate with internal partners to deliver a seamless client experience. This role demands strong leadership, analytical thinking, and a customer-centric mindset.

Qualifications

• Bachelor's degree or equivalent work experience.
• Strong leadership and coaching experience.
• Experience managing performance metrics and service delivery.
• Knowledge of Treasury Management products and services.
• Experience leading a contact center, help desk, or operations team.
• Excellent communication skills.
• Experience working in a fast-paced, performance-driven environment.
• Ability to balance employee engagement with client experience.
• Compliance with bank policies and ethics.

Responsibilities

• Lead and coach a team of about 10 Help Desk Specialists.
• Conduct performance coaching and career development conversations.
• Foster an inclusive, collaborative, high-performance environment.
• Oversee daily service ops: inbound calls, chats, and case management.
• Monitor queue performance and staffing needs.
• Ensure SLAs, productivity, and quality standards.
• Analyze metrics to identify process improvements.
• Promote a customer-centric culture focused on first-contact resolution.
• Support resolution of complex client issues and escalations.
• Collaborate with internal teams for a seamless Treasury Management experience.
• Incorporate client feedback to improve service delivery.
• Support initiatives and organizational change.
• Implement process enhancements.

Skills

Team Leadership

Performance Management

Treasury Management Knowledge

Analytical Problem-Solving

Customer Service Excellence

Education

Bachelor's degree or equivalent work experience

Tools

SinglePoint Treasury Management

Commercial Online Banking

Digital Banking Platforms

Job description

• Lead, manage, coach, and develop a team of approximately 10 Help Desk Specialists
• Conduct performance coaching, career development conversations, and recognition activities
• Foster an inclusive, collaborative, results-oriented team environment
• Oversee daily service operations, including inbound calls, chats, and case management activities
• Monitor queue performance and staffing needs
• Ensure service level commitments, productivity goals, and quality standards are achieved
• Analyze operational metrics and trends to identify process enhancements and improve efficiency
• Promote a customer-centric culture focused on responsiveness, accuracy, and first-contact resolution
• Support resolution of complex client issues and escalations
• Partner with internal teams to ensure a seamless customer experience across Treasury Management products and services
• Evaluate client feedback and improve service delivery
• Support new initiatives, operational improvements, and business transformation efforts
• Implement process enhancements and champion organizational changes
• Support clients using SinglePoint Treasury Management, commercial online banking, digital banking, payment and transaction, user administration, and operational servicing solutions

Requirements

• Bachelor's degree or equivalent work experience
• Several years of leadership, operations, customer service, or contact center management experience
• Demonstrated ability to coach and develop employees
• Experience managing performance metrics and service delivery objectives
• Knowledge of Treasury Management products and services
• Experience leading a contact center, help desk, client servicing, or operations team
• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal, written, and interpersonal communication skills
• Experience working in a fast-paced, performance-driven environment
• Experience supporting transformational initiatives or new team launches
• Knowledge of digital banking platforms and client-facing technology solutions
• Proven ability to balance employee engagement, operational performance, and client experience
• Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies

Core Competencies

Demonstrates strong leadership in managing and developing teams while ensuring high service delivery standards in Treasury Management. Capable of analyzing operational metrics to drive process improvements and enhance customer experience.

Highest-signal resume keywords

• Team Leadership
• Performance Management
• Treasury Management Knowledge
• Analytical Problem-Solving
• Customer Service Excellence

Hard Skills

• Performance Metrics Management
• Operational Efficiency Analysis
• Process Enhancement Implementation
• Client Servicing
• Digital Banking Solutions

Soft Skills

• Coaching and Development
• Interpersonal Communication
• Decision-Making
• Collaboration
• Employee Engagement

Industry Keywords

• Help Desk Management
• Contact Center Operations
• Customer-Centric Culture
• Service Level Commitments
• Business Transformation

Tools & Technologies

• SinglePoint Treasury Management
• Commercial Online Banking
• Digital Banking Platforms