Service Desk Supervisor

This position will be responsible for the management, support, training and development of the IT Service Desk Team. Supervises the day-to-day operations of the service desk. The key focus will be to create and manage team work processes that will boost the level of productivity and efficiency, enhance excellence in communication and monitor the level of service delivery. In addition to working closely with the business and internal IT teams, identifying, developing and supporting technical solutions is key.

Maintain and support the compute environment, including client operating system, third party applications, and mobile devices, with an emphasis on patch management and vulnerability mitigation.

Perform other services and various assignments related to the function of the Service Desk. The candidate must be able to organize, multitask, and provide quality customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage Service Desk requests, incidents and problem resolution.
• Lead, motivate and guide the members of the Service Desk team to maintain the highest level of performance and instill a customer service culture.
• Plans, prioritizes, assigns, supervises and reviews the work of assigned staff performing a variety of work activities within the Service Desk.
• Maintains and promotes a professional leadership relationship with all departments within the company’s internal and external organization to achieve optimal performance, compliance and problem resolution.
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Work with cross-functional teams to provide and integrate IT processes and procedures that can deliver quick problem resolution for our end users.
• Escalate issues timely to next tier support if support team is unable to address the issue directly.
• Manages/Coordinates urgent requests, acting as an escalation point for support issues when necessary.
• Report and escalate issues to management as needed.
• Analyze problem and request trends and data to eradicate most common problems.
• Monitor/prepare Service Desk metrics and present reports to leadership on a routine basis.
• Coach team in translating technical solutions into user friendly language suitable for users with limited experience with information technology.
• Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling Service Desk related issues.
• Assist in authoring and maintaining documentation for the Service Desk to ensure Service Desk procedures are being followed by all technicians.
• Manage and monitor staff activities and progress and coordinates completion of scheduled activities and projects.
• Serves as a member of the Service Desk team to augment staffing as required, including afterhours.
• Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications; and prepares various reports on operations and activities for management.
• Create and update documentation on established technical support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed
• Performs staff performance appraisals.
• Assist with Business Recovery set-up in the event of a disaster.
• Assist in maintaining the Alerts and Announcements in the service management application.
• Provide technical guidance and supervise the activities of other Service Desk team.
• Coach, mentor, or train others and teach coursework as subject matter expert.
• Actively learns, demonstrates, and fosters the service culture in all actions and words.
• Takes personal initiative and is a positive example for others to emulate.
• Be available for after-hours work (evening and weekends) as required.
• Provide after hour support for end user(s) on an “on-call” basis.
• Other duties as assigned by management.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES DESIRE:

• 5 years of related technical and supervisory experience in a personal computer network environment with knowledge of Windows 11, servers, Microsoft Office tools, Active Directory, and system management tools.
• Knowledge of basic networking including understanding of TCP/IP, DHCP, DNS, etc.
• Experience with Microsoft Intune Exchange, Microsoft Edge, and Chrome
• Experience with Remote Access (VPN) and service desk ticketing software,
• Experience with supporting desktops, laptops, smartphones and tablet devices.
• Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology. Strong leadership, communication, and problem solving skills.
• Task and time management skills.
• Strong commitment to customer support.
• Demonstrates high standards of integrity, professionalism, and accountability.
• Strong organizational skills; able to manage priorities and workflow.
• Troubleshoot problem areas in a timely and accurate fashion.
• Maintain and improve quality results by adhering to established processes, procedures, and guidelines.

EDUCATION REQUIREMENTS:

• Bachelor’s Degree in Computer Science or equivalent experience

ADDITIONAL RESPONSIBILITIES:

Every employee of Republic Bank is responsible for knowing and practicing Bank Secrecy Laws (AML/CIP/SAR/CTR/OFAC), the USA Patriot Act, and other related regulations as they relate to their specific job function. Training will be provided during your Introductory Period and annually thereafter. If you need additional training, you are responsible for contacting your immediate supervisor.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Requires manual dexterity sufficient enough to operate offices machines such as computers, fax machines, calculators, telephones, and other office equipment.
• Extended viewing of CRT screen.
• Moderate lifting up to 50 pounds.
• Repetitive hand and arm movement.
• May require excessive sitting, standing, bending and reaching.
• Normal range of hearing and vision.
• Must have reliable transportation.

We look forward to working with you and to the contributions you will make to Republic Bank of Chicago, as well as the opportunity to provide you with professional growth.  However, we recognize that you retain the option, as does Republic Bank of Chicago, of ending your employment with us at any time, with or without notice and with or without cause.  As such, your employment with Republic Bank of Chicago is at-will and neither this job description nor any other oral or written representations may be considered a contract for any specific period of time. 

Salary : $70,000 - $90,000