Description

JOB SUMMARY

The Technical Support Manager oversees a staff of help desk professionals and is the primary supervisor of the problem management process in the organization. In addition to personally tending to high-level problem resolution, the Technical Support Manager ensures continuity of service by administering staff schedules and on-call shifts, developing and refining resolution processes to reduce turnaround times, and fostering a collaborative, cooperative atmosphere. This is a supervisory role that requires considerable prior experience in a help desk position, including experience leading others.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

1. Oversee a team of help desk professionals, ensuring timely and efficient problem resolution.

2. Resolve escalated and priority issues.

3. Set coverage and on-call schedules to ensure constant service coverage.

4. Develop and refine problem resolution processes.

5. Provide mentoring and leadership to the team and drive a deep commitment to customer service and transparency.

6. Review key metrics to analyze technical support performance, SLA compliance, and problem areas to make recommendations for improvement.

7. Prepare regular KPI reports for management and make presentations to the Technology Committee.

8. Coordinate the development of procedures and training manuals both for help desk use and for use by Bank employees.

9. Responsible for the provisioning of user accounts, managing access levels, and password resets.

10. Manage the inventory of technology hardware and software licenses. 

11. Ensure ticketing platform updates and new features are implemented. Performs updates to templates, workflows, dashboards, and connections to third-party systems.

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

· Bachelor’s degree from a four-year college or university; or 5 years of related experience and/or training.

· Mastered technical knowledge of network and PC operating systems, network hardware, protocols and standards.

· Experience in IT infrastructure planning and development.

· In-depth knowledge of applicable data protection risks, laws and best practices.

· Strong understanding of project management principles.