IT Manager, Support (Help Desk Manager)

Arrow Bank NA • Glens Falls, NY

18d • $65,000 - $90,000

About The Position

Responsible for leading the Information Technology (IT) Support team including supervision, workflow, scheduling, and performance.  Assists with computer equipment purchasing and installation. Supports technology training and orientation for end users. Collaborates with Information Technology Management team to accomplish department, division, and Company goals.

Requirements

• Bachelor’s degree in information technology-related field or equivalent experience required
• 8 years of relevant Support experience required
• Demonstrated experience with standard software applications including Windows, Microsoft 365 applications and administration, call center management, help desk ticketing tools, and Active Directory
• Effective prioritization skills and ability to manage multiple tasks while meeting deadlines
• Strong communications skills, both written and verbal; comfortable communicating, presenting, and collaborating with vendors, co-workers, and management one-on-one or in group settings
• Solid problem-solving and solution implementation abilities; organized and detail oriented

Nice To Haves

• 3 years of supervisory experience preferred
• Proven experience in training with ability to evaluate and/or create training materials a plus

Responsibilities

• Provide user support, ensuring familiarity with equipment, and networks, organizing support, troubleshooting, and facilitating repair for IT equipment.
• Collaborate with Human Resources to enhance new hire orientation, identify training needs, coordinate training sessions, assess current and future employee IT needs.
• Cultivate and maintain collaborative relationships with vendors, ensuring access to quality products/services.
• Oversee IT Support operations, including call center management and ticket system administration, with regular monthly reporting to management for informed decision-making.
• Keep up to date with policies and procedures, while maintaining a thorough understanding of available technology; assist with product implementation and continuous upgrades.
• Oversee administration of user accounts, permissions, and access rights in Active Directory; responsible for user documentation and IT forms necessary for setting up new user accounts and for documenting future changes associated with new user accounts.
• Manage, coach, and counsel IT Support team to meet department goals and achieve performance standards; encourage continuous improvement for career development; ensure availability of appropriate resources and timeliness of workflow

Benefits

• Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays
• Medical, Dental, and Vision Insurance and Flexible Spending Plan
• Multiple retirement plans including:  401(k), Pension, and Employee Stock Ownership
• Education and Tuition Reimbursement
• Employee Assistance Program for our employees and their immediate family members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees