IT HELP DESK MANAGER

About UMWSB :

We are not your typical bank, and we like it that way. Our four business pillars, SBA Lending, Consumer Lending, Mortgage Lending, and Deposit Banking allow us to attract unique candidates of all experience levels to join our growing team.

What We Stand For

Our products, services, and expertise have the feel of a small community bank, but the reach of a national brand. We at United Midwest Savings Bank are proud of the responsible, ethical manner in which our company has operated since its opening.

We realize our success is a direct result of meeting our customer's needs and we continue to operate with your interests as our guide.

Employment Type : Full-Time, Exempt

Location : Westerville, OH

Reports to : IT Manager

Position Summary :

The IT Help Desk Manager manages the IT Help Desk staff and operations of the Bank's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates.

Trains the team on the help desk systems and tools to identify, document, track and resolve reported problems. Identify and gather key metrics to analyze the help desk performance and identify problem areas.

Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and ensures allocation.

Be responsible for creating and maintaining processes, procedures, and documents that allow the IT Help Desk team to deliver consistent customer service regardless of the individual that is called upon to provide the service.

Acts as an escalation point and facilitator for severe, critical or unique issues The role will be a key IT partner to the business in ensuring our services align with business needs.

Education and Experience :

• Bachelor's degree in Computer Science, Math, Engineering, or comparable experience; or an equivalent combination of education and experience.
• Directly applicable professional certifications are preferred.
• 5+ years of proven experience writing technical documentation for end-users and peers; help desk management experience;

Intune experience with imaging and software deployment; administering, maintaining, and troubleshooting end-user hardware and systems.

• 2+ years of strong supervisory and leadership skills required.
• Desired : Knowledge and experience with Fiserv or other banking systems

Technical Requirements (includes, but are not limited to) :

• Experience with PCs, mobile phones, and software support.
• Experience supporting remote personnel.
• Experience with desktop support running Microsoft Windows 10 or newer and Microsoft Office.
• Experience with Azure Active Directory and Exchange Online.
• Experience with incident management tools.
• Experience installing, configuring, and supporting software applications.
• Experience researching technical issues and finding best-fit resolutions.
• Basic understanding of network infrastructure, server infrastructure, data communications, and telecommunications systems.
• Understanding of basic security principles, procedures, and policies.
• Strong leadership skills.
• Strong organizational skills and demonstrated ability to be detail-oriented.
• Office Machine Operation Skills, Printers, Scanners, Copiers, Fax, postage machine, etc

Featured benefits

• Paid Time Off (PTO)
• Medical / Dental / Vision
• 401K
• Paid Family Leave

United Midwest Savings Bank is an Equal Opportunity Employer.

Job Posted by ApplicantPro