IT Service Desk Manager - ON SITE

Southside Bank • Tyler, TX

12d • Onsite

About The Position

Plan, organize, and maintain Southside Bank’s IT Service Desk operations and employee-customer relationships. Review, recommend, and implement technologies to improve and optimize IT Service Desk and related support functions.

Requirements

• Bachelor’s degree from four-year College or University, or seven to ten years’ related IT infrastructure experience or equivalent combination of education and experience.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Prioritize, organize, and delegate assignments.
• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.
• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other staff and departments throughout each day. Must be able to convey accurate information when conversing, delivered at a level appropriate to the listener’s technical and professional understanding.

Responsibilities

• Manages a team of Service Desk analysts for tiers 1 and 2 requests and delivery needs.
• Oversees Incident Management response for Service Desk operations.
• Oversees internal customer service relationships for Southside Bank with their technical needs and request fulfillment.
• Manages, supports, and trains a team of technical support specialists.
• Manages Service Desk ticketing system, reporting, and workflow tasks.
• Manages request process for end user hardware and software requests.
• Develops and maintains service catalog, SLA, OLA, Escalation paths, and associated documentation for IT Service Desk.
• Responsible for execution of user provisioning procedures.
• Manages IT Asset system and End of Life program effectiveness.
• Oversees procurement and asset management for all related customer infrastructure technologies.
• Functions as an internal consultant by working closely with IT staff and line of business to ensure new application installations, configuration, and releases adhere to policy and are implemented properly.
• Participates with IT management team to develop enterprise level policies, standards, and improvement initiatives for infrastructure services in the Southside Bank environment.
• Keeps current with emerging technologies through technical publications, vendor activities, seminars, and formal education.
• Works with the business continuity plan and disaster recovery related activities for infrastructure support concerning the lines of business and the IT department.
• Coordinates ticket escalations, IT notification responses for incidents, creates job aids for Service Desk needs.
• Assists in implementation and ensure timely operation of relevant controls.
• Assigns work duties to team members.
• Maintains positive relationships and promotes efficiency among a group of workers.
• Plans and supervises the activities of others.
• Maintains confidentiality of all sensitive Bank information.
• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank’s mission, CORE Values, and Blue Book culture guide.
• Provides enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Participates in proactive team efforts to achieve departmental and company goals.
• Understands and agrees to abide by the policies and procedures established at Southside Bank.
• Responsible for complying with audit policies and procedures as they pertain to this position.
• Performs duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank’s Information Security Program.
• Must comply with all applicable laws and regulations.
• Provide leadership to others through example and sharing of knowledge/skill.
• Complies with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Performs additional duties, as assigned or directed.

Benefits

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

What This Job Offers

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