Service Desk Lead

At Columbia Bank, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates.

We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose.

Think of us as financial partners, because at Columbia, we believe the best way forward is together. Together for people. Together for business. Together for better.

About the Role:

Serve as the lead for the Service Desk team, providing advanced support to internal associates for software and application-related issues. Troubleshoot core banking applications, Microsoft applications, and operating systems. Collect information, work tickets, perform triage, and resolve or escalate issues related to software requests and application software. Utilize various tools to support software distribution and deployment. Lead and mentor the Service Desk team, ensuring high-quality support and continuous improvement. Support internal associates to empower business relationships with bank customers.

• Lead the Service Desk team, providing guidance, mentorship, and training to ensure high-quality support.
• Responsible for installing, configuring, troubleshooting, and resolving escalated incidents with respect to networking and desktop environments, including remote access and VPN
• Coordinate and support associates with core banking applications, standard MS Office software, and other related business solutions.
• Answer, evaluate, and prioritize incoming requests for assistance.
• Monitor tickets submitted by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems.
• Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures.
• Administer diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
• Demonstrate the knowledge to become a Subject Matter Expert (SME) in various aspects of IT, including Windows OS, Microsoft Office 365, and Printer/Multi-Function Device Technology.
• Lead initiatives to improve Service Desk processes and enhance overall team performance.
• Act as the primary point of contact for escalations and complex issues, ensuring timely and effective resolution.
• Demonstrate compliance with all bank regulations and policies.
• Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.
• Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
• Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
• May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
• Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Embraces our vision to become “Business Bank of Choice”
• May perform other duties as assigned.

About You:

• H.S. Diploma/GED. Required
• Bachelor's Degree in Information Technology (IT) or related field. Preferred
• 5-7 years of IT related Service Desk experience. Required
• Excellent customer service skills and ability to communicate highly technical information to both technical and non-technical associates.
• Strong research, analytical, problem-solving, and troubleshooting skills.
• Ability to manage time efficiently and work under stressful conditions.
• Working understanding of computer hardware architecture concepts and technology-related terminology.
• Leadership and mentoring skills, with the ability to coach and train others.
• Familiarity with ServiceNow (Universal Request, Incident, Request Fulfillment, Change Management, Report, Agent Workspace, and Software/Hardware Asset Management), Webex Calling, Cisco IVR, and Calabrio call recording.
• Proven ability to lead and motivate a team, driving continuous improvement and high-quality support.
• CompTIA A
• CompTIA Network
• Microsoft Certified: Expert
• ITIL Foundation Certification
• Certified Information Systems Security Professional (CISSP)

Job Location(s): Ability to work fully onsite at posted location(s).

Denver, CO

Our Benefits:

We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $25.23 - $42.04, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected].

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.