IT Support Manager

Southwest; Odessa, Northern (TX, KY); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Southwest is seeking an IT Support Manager to lead the Help Desk team and deliver exceptional technical support across bank operations in Odessa, TX. The role blends hands-on troubleshooting with leadership, vendor coordination, and project involvement to drive service excellence.

Requirements include a bachelor's degree preference, 2–5 years of IT support experience, and prior leadership or mentoring background. Banking technology exposure is highly valued.

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.
• Experience working with third-party technology vendors.
• Banking or financial services technology experience strongly preferred.

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

Technical problem-solving

Attention to detail

Verbal and written communication

Customer service orientation

Time management

Adaptability and learning agility

Confidentiality and professionalism

Team collaboration

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Equivalent combination of education, certifications, and experience may be considered

Tools

Microsoft Windows

Microsoft 365

Networking

Endpoint management

Business applications

Job description

Job DetailsJob Location: Wayland - Odessa, TX 79762Position Type: Full TimeJob Purpose

The IT Support Manager is responsible for delivering exceptional technical support services across the bank while providing leadership and oversight for the Help Desk team. This position serves as a working manager, performing advanced technical support functions, supervising Help Desk staff, coordinating vendor relationships, and supporting technology initiatives that enhance operational efficiency and customer service.

The IT Support Manager ensures timely resolution of technical issues, promotes exceptional internal customer service, assists with IT operations, and contributes to technology projects that support the bank's strategic objectives.

Key Responsibilities

Help Desk Leadership & Team Supervision

• 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.

Technical Support & Escalation

• 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.

Vendor Management

• 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.

IT Operations

• 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.

Project Management & Special Projects

• 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.

QualificationsEducation / Qualifications / Experience

• 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.
• Experience working with third-party technology vendors.
• Banking or financial services technology experience strongly preferred.

Competencies

• Technical problem-solving
• Attention to detail and accuracy
• Excellent verbal and written communication
• Customer service orientation
• Time management and task prioritization
• Adaptability and learning agility
• Confidentiality and professionalism
• Team collaboration and independence

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• Occasional travel between bank locations may be required.
• Must be able to bend, crouch, and crawl when installing or troubleshooting hardware.
• Manual dexterity to operate tools, computers, and standard office equipment.