Senior IT Support Lead & Team Strategy Specialist

Bank-Iowa-1

West Des Moines (IA)

On-site

USD 55,000 - 75,000

Full time

5 days ago

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Benefits offered by this job

Bonus opportunity

401k match

Profit sharing

Health insurance

Wellness program

Paid time off

Holidays

Parental leave

Sabbatical

Bereavement

Employee assistance program

Job summary

Bank Iowa is seeking a Senior IT Support Specialist to be the primary contact for team members seeking technical assistance by phone, chat, or email. You will lead the IT Support Specialist team, guide day-to-day operations, and coordinate with IT management on strategy for Tier 1 support.

The role requires 3+ years in IT support, strong problem-solving skills, and experience developing team procedures. You will mentor staff, maintain documentation, and drive improvements across IT support

Qualifications

Associate's degree in computer-related field or equivalent years of IT experience.
Minimum 3 years' experience in IT support or equivalent role.
Experience as a help desk technician or client support role.
Experience developing and refining team procedures and documentation.

Responsibilities

Serve as the first point of contact for internal team members seeking technical assistance by phone or email.
Perform remote troubleshooting and ask pertinent questions to diagnose issues.
Determine best solutions based on issue details and provide clear guidance.
Lead and coordinate the IT Support Specialist team and manage day-to-day operations.
Escalate unresolved issues to the next level of support and track resolutions.