IT Service Desk Lead: Drive Team Excellence & Support

Republic Bank Of Chicago; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Paid time off

Health, dental, vision

401k plan

Parental leave

Disability coverage

Life and AD&D insurance

Wellness programs

Job summary

Republic Bank Of Chicago is seeking a strategic Service Desk Manager to oversee the IT Service Desk team, driving productivity and effective incident resolution. You will mentor staff, coordinate with IT stakeholders, and implement processes to enhance service delivery and user satisfaction.

The role requires strong leadership, Windows 11/AD experience, and a customer-focused mindset, with after-hours support as needed in a 24/7 banking IT environment.

Qualifications

• 5+ years of supervisory experience in a PC network environment.
• Experience with Windows 11, AD, and patch management.
• Knowledge of TCP/IP, DHCP, and DNS basics.
• Experience with Microsoft Intune and Exchange.
• Experience with remote access VPN and service desk tooling.

Responsibilities

• Manage Service Desk requests, incidents and problem resolution.
• Lead, motivate and guide the Service Desk team to a high performance/customer culture.
• Plan, prioritize, assign, supervise and review staff work within the Service Desk.
• Coordinate with IT units to ensure IT-delivered services meet end-user productivity goals.
• Escalate issues to higher tiers when needed and escalate for critical problems.
• Create/update documentation and provide training to the team.
• Provide after-hours support as required.

Skills

Supervisory experience

Windows 11

Active Directory

Networking basics

Intune/Exchange

Education

Bachelor's Degree in Computer Science or equivalent

Tools

Service desk software

VPN/Remote Access

Mobile device management

Job description

Republic Bank Of Chicago is seeking a strategic Service Desk Manager to oversee the IT Service Desk team, driving productivity and effective incident resolution. You will mentor staff, coordinate with IT stakeholders, and implement processes to enhance service delivery and user satisfaction.

The role requires strong leadership, Windows 11/AD experience, and a customer-focused mindset, with after-hours support as needed in a 24/7 banking IT environment.