IT Help Desk Manager

TexasBank; Fort Worth (TX); On-site; USD 60,000 - 104,000; Full time

Job summary

TexasBank is looking for an IT Help Desk Manager to oversee support operations and enhance service delivery. This role requires strong leadership skills and a technical background in IT systems, ensuring customer satisfaction and efficient resolution of incidents. The ideal candidate will have a proven track record in managing support teams and will work closely with senior management to align support strategies with business goals.

Qualifications

• Minimum 5 years in IT support, 2 years in managerial role.
• Advanced knowledge of Windows operating systems and VPNs required.
• Certifications such as ITIL or CompTIA A+ preferred.

Responsibilities

• Supervise the IT Help Desk team and manage daily operations.
• Act as primary escalation point for complex IT issues.
• Develop strategies to enhance help desk efficiency.

Skills

Leadership

Problem-solving

Customer service

Technical support

Education

Associate’s degree in Information Technology

Bachelor's degree in Information Technology

Tools

Microsoft Office

Job description

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Summary

The Help Desk Manager is responsible for overseeing and managing the IT Help Desk team, including Tier I, Tier II, and Tier III Analysts. This role involves ensuring the efficient operation of IT support services, from resolving escalated technical issues to enhancing the overall support strategy. The Help Desk Manager will work closely with the Chief Information Officer to ensure that all support activities align with the bank’s operational goals and service standards.

Summary

The Help Desk Manager is responsible for overseeing and managing the IT Help Desk team, including Tier I, Tier II, and Tier III Analysts. This role involves ensuring the efficient operation of IT support services, from resolving escalated technical issues to enhancing the overall support strategy. The Help Desk Manager will work closely with the Chief Information Officer to ensure that all support activities align with the bank’s operational goals and service standards.

Job Duties And Essential Functions

• Supervise and mentor the IT Help Desk Tier I, Tier II, and Tier III Analysts, providing guidance, training, and performance evaluations.
• Manage daily operations of the help desk, ensuring adherence to service level agreements (SLAs) and support processes.
• Coordinate shift schedules, allocate resources, and ensure adequate coverage during peak times and emergencies.
• Act as the primary escalation point for complex or critical IT issues that cannot be resolved by Tier I, Tier II, or Tier III Analysts.
• Oversee the resolution of high-priority incidents, ensuring minimal disruption to business operations and timely resolution in alignment with established incident management processes.
• Develop and implement strategies to enhance the efficiency and effectiveness of the help desk operations.
• Continuously evaluate and refine support processes, tools, and procedures to improve service delivery and customer satisfaction.
• Monitor and analyze help desk performance metrics and trends to identify areas for improvement and implement corrective actions.
• Ensure that all help desk interactions maintain a high level of professionalism and customer service.
• Address and resolve any escalated customer service issues or complaints, ensuring positive outcomes and customer satisfaction.
• Oversee the resolution of complex technical issues related to Windows-based workstations, network, VPN connectivity, and other IT related systems.
• Ensure that the help desk team maintains up-to-date knowledge of the latest technologies, tools, and best practices in IT support.
• Maintain comprehensive documentation of support activities, incidents, and resolutions, ensuring accuracy and accessibility.
• Prepare and present regular reports on help desk performance, including metrics, trends, and areas for improvement.
• Develop and deliver training programs for help desk staff to enhance their technical skills and customer service capabilities.
• Facilitate knowledge sharing and ensure that all team members are informed about updates, changes, and best practices.
• Assist in planning and executing IT projects, including system upgrades, migrations, and new implementations, providing support and guidance as needed.
• Collaborate with other IT teams and departments to ensure cohesive and efficient support for ongoing and upcoming projects.
• Ensure adherence to IT security standards and policies, including the implementation of security patches and updates.
• Conduct regular audits and assessments to ensure compliance with security protocols and address any identified vulnerabilities.
• Perform other duties and special projects as assigned to support organizational objectives and enhance operational efficiency.
  
  

Working Conditions

• Air-conditioned office environment.
• Consistent and timely attendance is required to ensure uninterrupted operational efficiency and exemplary service delivery.
• Commute to various remote sites in Texas using a personal vehicle.
• Some after-hours shifts (evenings or weekends) as needed.
  
  

Physical Demands

• Sit for extended periods of time.
• Walk, stand, bend, squat, twist, and reach.
• Simple grasping and fine manipulation.
• Extended keyboarding.
• Ability to lift and move 50 lbs.
  
  

Minimum Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support, with at least 2 years in a managerial or supervisory role.
• Proven experience managing a team of IT professionals and handling complex technical issues.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Advanced technical knowledge of Windows operating systems, network protocols, VPNs, and enterprise IT systems.
• Excellent problem-solving abilities and experience in managing critical IT incidents.
• Exceptional communication and interpersonal skills, with a focus on customer service and support.
• Advanced knowledge of Microsoft Office applications (Word, Excel, Outlook, PowerPoint, OneNote).
• Advanced knowledge of computer cable requirements – power, USB, video, etc.
• Advanced knowledge of computer network standards (TCP/IP, switches, firewalls, Wi- Fi)
• Advanced knowledge of IT security best practices.
  
  

Preferred Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant certifications such as ITIL, CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are preferred.
  
  

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer

TexasBank is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Banking

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