IT Service Desk Manager

First Technology Services, Inc.; United States; On-site; USD 80,000 - 100,000; Full time

Job summary

First Technology Services, Inc. in Abilene, Texas is seeking an experienced IT Service Desk Manager to oversee daily operations, ensuring compliance with SLAs and fostering team development. The ideal candidate will have over 6 years in Technology Services or Banking Operations, with strong skills in ITSM software and a thorough understanding of core banking platforms.

This role demands exceptional coaching abilities and the capacity to manage a high-stress environment effectively. Additional qualifications include ITIL 4 Foundation, CompTIA+, or Microsoft certifications.

Qualifications

• 6+ years in Technology Services or Banking Operations; supervisory experience preferred.
• Familiarity with banking systems and their operational workflows.
• Strong skills in ITSM software and Microsoft 365.

Responsibilities

• Oversee daily ticket flow and phone support to meet SLAs.
• Conduct evaluations and coach team members.
• Identify and implement automation opportunities.

Skills

Six plus years in Technology Services or Banking Operations

Familiarity with core banking platforms

Expert-level use of ITSM/Ticketing software

Strong reporting skills

Exceptional professional writing skills

Education

ITIL 4 Foundation

CompTIA+ or Network+

HDI Support Center Team Lead

Microsoft 365 Certified

Job description

IT Service Desk Manager

Office Location: Abilene, Texas, United States (in office)

Responsibilities

• Operational Excellence: Oversee daily ticket flow and phone support; prioritize workloads to meet Service Level Agreements (SLAs) across all FFB locations.
• Security & Audit Integrity: Maintain rigorous standards for user access logging and security protocols to meet FDIC/OCC and internal audit requirements.
• Performance & Coaching: Conduct regular 1-on-1s and annual evaluations; coach team members on call queue management, professional communication, and technical prioritization; use KPIs such as First Contact Resolution and CSAT to drive continuous improvement; mentor staff career development.
• Audit & Security Integrity: Manage user access logging and tracking for audit compliance; ensure all team activities align with Bank/Company security policies.
• Process Automation: Identify and implement automation opportunities to streamline routine banking support tasks and reduce manual effort.
• Service Improvement: Design and analyze support reports to identify trends, anticipate future client needs, and implement best practice policies and procedures.
• Knowledge Management: Maintain a centralized knowledge base to ensure problem resolutions are concisely documented and shared across the team.
• Administrative Oversight: Manage team attendance, on-call schedules, verify timecards, and ensure adherence to organizational values and the sales/service culture.

Minimum Qualifications

• Experience: 6+ years in Technology Services or Banking Operations; previous supervisory or “Lead” experience preferred.
• Banking Systems: Familiarity with core banking platforms (DDA, Loans, GL, ATM/Debit, Teller systems) and their operational workflows.
• Software Proficiency: Expert-level use of ITSM/Ticketing software and the Microsoft 365 suite.
• Soft Skills: Strong number sense for reporting; ability to handle high-stress environments; exceptional professional writing skills.
• Certifications: ITIL 4 Foundation highly desired; CompTIA+ or Network+ highly desired; HDI Support Center Team Lead; Microsoft 365 Certified.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)