IT Help Desk Manager — Lead & Elevate User Support

Village Bank; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

The Village Bank is seeking a Help Desk Manager to lead a fast-paced IT Help Desk, ensuring high-quality service delivery and strong leadership across the team. This role requires coordinating end-user support across hardware, software, networking, and cloud services within a hybrid technology environment.

The ideal candidate has a bachelor’s degree with 3+ years of related IT/banking experience and strong technical and customer-service skills.

Qualifications

• Bachelor's degree from a four-year college or university and at least three years of related experience and/or training; or an equivalent combination of education and experience in an IT or banking-related position.
• Specialized skills in technology theory and logic; operating systems, network systems, banking systems and applications used by bank staff.
• Knowledge of electronic equipment, computer hardware and software including Windows Server, VMware and Desktop Imaging; familiarity with data backup procedures and standards.

Responsibilities

• Supervise Help Desk personnel including scheduling, workload management, performance management, coaching, and professional development.
• Review, analyze, create, and maintain Help Desk procedures, technical documentation, standards, and end-user instructions.
• Provide oversight of the Bank's Help Desk support processes to ensure incidents, service requests, and technology-related issues are documented, prioritized, communicated, and resolved.
• Maintain knowledge of software applications, business systems, and end-user technologies used throughout the Bank.
• Coordinate with HR and department managers to complete new user setups, transfers, terminations, and access administration activities.
• Support Active Directory, Microsoft Entra ID, Microsoft 365, MFA, and related IAM technologies.

Skills

Leadership

Customer service

Communication

Technical skills

Education

Bachelor's degree

Tools

Windows Server

VMware

Desktop Imaging

Job description

The Village Bank is seeking a Help Desk Manager to lead a fast-paced IT Help Desk, ensuring high-quality service delivery and strong leadership across the team. This role requires coordinating end-user support across hardware, software, networking, and cloud services within a hybrid technology environment.

The ideal candidate has a bachelor’s degree with 3+ years of related IT/banking experience and strong technical and customer-service skills.