IT Service Desk Manager

First Financial Bank • Antis Township, PA

3d • Onsite

About The Position

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.

Requirements

• 6+ years in Technology Services or Banking Operations.
• Familiarity with core banking platforms (DDA, Loans, GL, ATM/Debit, Teller systems) and their operational workflows.
• Expert-level use of ITSM/Ticketing software and Microsoft 365 suite.
• Strong "number sense" for reporting, ability to handle high-stress environments, and exceptional professional writing skills.

Nice To Haves

• Previous experience in a supervisory or "Lead" capacity is preferred.
• ITIL 4 Foundation – Highly Desired
• Comp TIAA+ or Network+ - Highly Desired
• HDI Support Center Team Lead
• Microsoft 365 Certified

Responsibilities

• Oversee daily ticket flow and phone support; prioritize workloads to meet Service Level Agreements (SLAs) across all FFB locations.
• Maintain rigorous standards for user access logging and security protocols to meet FDIC/OCC and internal audit requirements.
• Conduct regular 1-on-1s and annual evaluations. Coach team members on call queue management, professional communication, and technical prioritization.
• 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.
• Identify and implement automation opportunities to streamline routine banking support tasks and reduce manual effort.
• Design and analyze support reports to identify trends, anticipate future client needs, and implement best practice policies and procedures.
• Maintain a centralized knowledge base to ensure problem resolutions are concisely documented and shared across the team.
• Manage team attendance, on-call schedules, verify timecards, and ensure adherence to organizational values and the sales/service culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees