IT Support Lead - Banking & Help Desk Systems

Southwest Bank; Odessa (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Southwest Bank in Odessa, TX seeks an IT Support Manager to deliver exceptional technical support and lead the Help Desk team across bank locations. The role combines hands-on technical work with supervision and vendor coordination to drive operational efficiency and high service levels.

The role requires 2–5 years of IT support experience with prior leadership, strong Windows/Microsoft 365 knowledge, and a focus on security and process improvements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education, certifications, and experience may be considered.
• Minimum of 2–5 years of progressively responsible IT support experience.
• Previous leadership, mentoring, or supervisory experience preferred.
• Experience supporting Microsoft Windows, Microsoft 365, networking, endpoint management, and business applications.

Responsibilities

• Provide day-to-day leadership, guidance, and support for Help Desk personnel.
• Oversee workload distribution, ticket assignments, and service prioritization.
• Monitor team performance and ensure consistent service levels across all bank locations.
• Mentor, train, and develop Help Desk staff to enhance technical and customer service skills.
• Assist with recruiting, onboarding, and evaluating Help Desk team members.
• Establish and maintain support procedures, standards, and documentation.
• Serve as the escalation point for complex technical issues affecting bank operations.
• Provide hands-on support for hardware, software, networking, telecommunications, and banking applications.
• Troubleshoot and resolve issues related to computers, printers, phones, mobile devices, Microsoft 365, and other business systems.
• Support user account administration, access management, and workstation deployments.
• Assist with maintaining endpoint security and compliance requirements.
• Participate in after-hours support activities when necessary.
• Coordinate relationships with technology vendors, service providers, and support partners.
• Open, manage, and track vendor support cases through resolution.
• Monitor vendor performance and escalating issues as needed.
• Assist with vendor renewals, contracts, and technology evaluations.
• Coordinate equipment purchases, installations, and service requests.
• Monitor Help Desk metrics and identify opportunities to improve service delivery.
• Ensure support tickets are accurately documented and resolved in a timely manner.
• Maintain IT inventory records and asset management processes.
• Support software deployments, system upgrades, patch management, and maintenance activities.
• Assist in maintaining business continuity and disaster recovery readiness.
• Lead or participate in technology projects including software implementations, infrastructure upgrades, system migrations, and process improvements.
• Coordinate project activities between business units, vendors, and IT staff.
• Assist with testing, documentation, training, and deployment efforts.
• Recommend process improvements and technology solutions that increase operational efficiency.
• Perform other technology-related duties and special projects as assigned.

Skills

Leadership

Technical support

Vendor management

Windows support

Microsoft 365

Education

Bachelor's degree in IT or related field

Tools

Microsoft Windows

Microsoft 365

Networking

Endpoint management

Job description

Southwest Bank in Odessa, TX seeks an IT Support Manager to deliver exceptional technical support and lead the Help Desk team across bank locations. The role combines hands-on technical work with supervision and vendor coordination to drive operational efficiency and high service levels.

The role requires 2–5 years of IT support experience with prior leadership, strong Windows/Microsoft 365 knowledge, and a focus on security and process improvements.