IT Manager - Support Services

Job Title :

IT Manager - Support Services

Location : OH - Columbus

OH - Columbus

What you'll do :

Western Alliance Bank is looking for a Support Services Manager I to lead desktop support technicians and support Help Desk leadership.

The organizations provide internal support for both on-premises and remote employees. The role is responsible for creating and implementing support processes to include answering inquiries, troubleshooting hardware and software issues, and user-friendly knowledge base documentation, monitoring, communication management and escalation management, performance and quality reporting and trending.

The role requires experience in driving innovation while successfully managing technical resources and vendor management to support the rapid growth of our company.

What we are looking for :

Responsibilities :

• Be a champion for our customers by establishing good communication chains and ticket analysis to predict customer needs and allow for proactive issue mitigation.
• Overseeing the daily operations of the desktop support team - Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Coordinates training requirements of Help Desk and Desktop Support personnel.
• Provides leadership by projecting a positive attitude and providing learning incentives.
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Lead in design, development, implementation, and maintenance of Desktop Support and Help Desk standards and procedures ensuring all are documented, consistently monitored, and audited.
• Conduct routine operational reviews and process improvements.
• Maintain inventory of hardware and software to support enterprise.
• Support Sr. Executive Event and Meeting Support from a desktop support perspective.
• Analyze, Evaluate and recommend new desktop support technologies to leadership.
• Ensuring timely resolution of issues and requests in accordance with SLA’s and expectations
• Drive efficiencies to reduce tickets and costs through automation and continual improvements.
• Drive big-picture goals and complete milestones while valuing and maintaining strong attention to detail.
• Manage 3rd party outsourced providers to meet SLA’s. and SOW commitments and evaluate new vendors as appropriate.
• Ensure day to day operations are completed accurately and closed in a timely manner.
• Assist with the evaluation of new products, systems, and equipment for the centers.
• Manage the onboarding, hiring, training and offboarding of personnel.
• Builds, mentors, and manages a diverse team responsible for delivering solutions to enable the bank operations strategy.

Develops, coaches, reinforce team engagement in line with mission, vision, values, goals, and performance standards of the IT organization.

• Establish KPI and monitor team’s performance.
• Manage the escalation process for end-user and system-wide issues.
• Exposure to established contract management.
• Ensure security & Risk management directives are properly understood by the team and followed.
• Candidate will have deep understanding of technical metrics and how they map to business KPIs.
• Candidate will be an agent of change within the organization seeking to close any gaps between technical issues and business communications and help drive improvements through various teams.
• Ensure self and team support Asset Management policies and procedures.
• Ensure White Glove support for VIPs.
• Work across IT organization to identify and close gaps that create unnecessary calls into Help Desk
• Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort.
• Test and update software.

Qualifications :

• Bachelor’s level degree in Computer Science, Engineering, or equivalent work experience
• 5+ years as a proven customer service-focused team management
• 5+ years’ experience managing a Helpdesk and / or Desktop Support / EUS
• Experienced in Microsoft environments of 25-500 end users and / or MSP experience.
• Call Center technology and management experience preferred.
• Experience in financial services industry with proven regulatory and compliance discipline.
• Experience with large, enterprise core platforms and providers, mobile and digital platforms, and system integration technologies.
• Demonstrated ability to think strategically, deliver innovation, and drive improved customer and employee experience.
• Extensive experience with overseeing Managed Service Providers (MSP)
• Solid knowledge of network infrastructure and experience in a similar role.
• Knowledge of software applications and basic hardware for the PC.
• Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
• Knowledge of wireless networking components and terminology; Familiarity with Cisco.
• Knowledge of relevant regulations and standards.
• Strong analytical and problem-solving skills.
• Detail-oriented and highly organized.
• Strong project management skills
• Strong analytical critical thinking and problem-solving and the ability to influence outside of the direct team.
• Ability to collaborate with different technology towers to achieve common goals.
• Ability to manage multiple tasks or projects simultaneously.
• Customer-service oriented with problem-solving skills.
• Excellent written and verbal communication skills.
• Solid technical background with the ability to provide guidance to technical & non-technical resources.
• Experience in Asset Management, InTune , and Autopilot
• Candidates must be flexible to work weekends and / or overnight shifts as necessary.
• Some travel (
• ITIL Framework Certification desired
• Hands-on experience with Service Now.
• Ability to manage teams remote within and outside of the U.S.

Benefits you’ll love :

We offer all the important things you'd want like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.

In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!