** Service Delivery Manager- IT Help Desk Manager**

**Job Category****:** Technology **Requisition Number****:** SERVI002090 Showing 1 location **Job Details**

**Description**

****OBJECTIVE**: Manage the day to day support of the IT Service Desk. Provide supervision, coaching, training and direction to the Helpdesk staff to ensure that customer expectations are met or exceeded. Provide daily, weekly and monthly reports as needed. Ensure proper Service Delivery of all IT Services provided to Republic Bank.**

****ESSENTIAL FUNCTIONS****

**The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.**

****

* **Lead your team in **Fanatic Customer Service** and ensure staff understands and delivers **Fanatic Service** : Always Exceed Customer Expectations**

* **Be the **POWER of Red** ! Promises are always kept. One to say yes, two to say no. Bump it Up! Welcome everyone, make them feel special. Exceed Customers expectations, every time. Recover the Republic way, make every wrong right.**

* **Oversee the daily operation of the Service Desk staff.**

**Manage staff schedules.**

**Support network users in the areas of hardware/software/communications.**

- **Unlock accounts and reset passwords when necessary.**

- **Install software as needed.**

**Provide coaching and training to staff members.**

* **Act as an escalation point for staff members**

****

* **Manage the Ticketing System and underlying processes.**

**Assign and monitor tickets to staff and ensure SLAs are met.**

**Responsible for reviewing tickets for opportunities to automate and reduce calls by resolving the cause of repeat issues by bumping up training issues to the training department, implementing better procedures and/or having the provider remediate that source of the issue.**

**Maintain inventory database of client software and hardware.**

****

* **Ensure IT Service Delivery**

**Manage and schedule end user installs, upgrades, and deployments.**

**Procurement of hardware/software for end users and Stores.**

**Accountable for Onboarding and Offboarding processes for IT hardware, software, and user access.**

**Document all processes, procedures, and knowledge base**

* **Maintain Vendor Contracts**

* **Monitor and drive third party Vendors to meet SLAs**

* **Support with various 3rd party projects.**

* **Manage Projects**

* **Oversees the build and deployment of desktop gold image used for deployment in conjunction with IT Infrastructure and Information Security.**

****

* **Participate in Disaster Recovery Testing.**

* **Coordinates New Store Install of end user devices (PCs, Phones, Printers, etc.).**

* **Other projects or duties may be assigned.**

* **Compliance with all regulatory requirements such as, but not limited to, BSA/AML, GLB/Privacy, Ethics for Bankers, and Pretext Calling and Identity Theft. Completion of Compliance Training to ensure understanding of these requirements, as outlined in the Banks core curriculum and this positions specific curriculum on Republic Bank University.**

****

**REQUIREMENTS/QUALIFICATIONS**

****Education and Experience**:**

**High School Diploma or Equal with 6 years position related experience, or College degree with 2 years position related experience. Technical certifications will be taken into consideration and required for completion once employed if not already obtained.**

****

****Skills and Competencies:****

****

* **Ability to multi-task in fast paced and changing environment and remain organized**

* **Strong organization skills**

* **Proven ability to troubleshoot technical issues**

* **Excellent Customer Service ability**

* **Excellent communications skills, written and oral**

* **Competent problem solving skills**

* **Expert level experience in basic computer and software needs**

* **Strong working knowledge of network protocols**

* **Ability to perform job functions accurately and with attention to detail**

* **Ability to work independently**

* **Ability to maintain confidential customer and Bank information in a responsible and secure manner**

****

****WORKING CONDITIONS****

**Traditional office environment with no unusual work conditions**

**Some local travel may be required to all Bank locations**

****

****PHYSICAL DEMANDS****

**Republic Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. Please contact Human Resources with questions regarding the physical demands of this position.**

****

* **Lifting/carrying up to 40 lbs.**

* **Speaking, hearing and vision are required to perform essential functions**

* **Sitting for long lengths of time in excess of 2 hours**

* **Standing for long lengths of time in excess of 2 hours**

* **Kneeling, bending , crouching are required for the essential functions such as filing, moving furniture accessing equipment**

**Skills**

**Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)