IT Service Desk Manager: Security-Focused Ops & Coaching

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

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.