IT Service Desk Manager

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We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job Description:

Office Location:

Abilene, Texas, United States

• This is an in office position.

SCOPE/CONTACTS:

The IT Service Desk Manager is responsible for the daily performance of the Service Desk team. You will ensure high-quality technical assistance for First Financial Bank customers, branches, officers, and employees, while maintaining strict security and audit standards. This role balances direct technical support with data-driven coaching, process automation, and service level management. You will lead a high-performing team to deliver seamless technical support while aligning IT services with the bank's operational goals and ensuring total compliance with financial industry standards.

ESSENTIAL FUNCTIONS:

• Operational Excellence: Oversee daily ticket flow and phone support; prioritize workloads to meet Service Level Agreements (SLAs) across all FFB locations.
• Security & Audit Integrity: Maintain rigorous standards for user access logging and security protocols to meet FDIC/OCC and internal audit requirements.
• Performance & Coaching: Conduct regular 1-on-1s and annual evaluations. Coach team members on call queue management, professional communication, and technical prioritization.
• Audit & Security Integrity: Use modern KPIs (e.g., First Contact Resolution, CSAT) to drive continuous improvement and provide mentorship for staff career development. Manage user access logging and tracking for audit compliance. Ensure all team activities align with Bank/Company security policies.
• Process Automation: Identify and implement automation opportunities to streamline routine banking support tasks and reduce manual effort.
• Service Improvement: Design and analyze support reports to identify trends, anticipate future client needs, and implement best practice policies and procedures.
• Knowledge Management: Maintain a centralized knowledge base to ensure problem resolutions are concisely documented and shared across the team.
• Administrative Oversight: Manage team attendance, on-call schedules, verify timecards, and ensure adherence to organizational values and the sales/service culture.

MINIMUM QUALIFICATIONS:

• Experience: 6 years in Technology Services or Banking Operations. Previous experience in a supervisory or "Lead" capacity is preferred.
• Banking Systems: Familiarity with core banking platforms (DDA, Loans, GL, ATM/Debit, Teller systems) and their operational workflows.
• Software Proficiency: Expert-level use of ITSM/Ticketing software and Microsoft 365 suite.
• Soft Skills: Strong "number sense" for reporting, ability to handle high-stress environments, and exceptional professional writing skills.

Certifications:

• ITIL 4 Foundation – Highly Desired
• Comp TIAA or Network - Highly Desired
• HDI Support Center Team Lead
• Microsoft 365 Certified

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

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 contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)