IT Support Manager

Herring Bank•Amarillo, TX

14h•Onsite

About The Position

Herring Bank is seeking an experienced IT Support Manager to lead our IT Support and Helpdesk team. This role is responsible for the full lifecycle of end-user technology, including workstations, mobile devices, printers, conference room technology, IP phones, endpoint software, and related support services. The IT Support Manager owns the Helpdesk process from intake through resolution, ensuring timely communication, effective escalation management, accurate documentation, and exceptional service delivery. This individual will lead the support team while driving operational excellence, continuous improvement, and accountability across the department. This is an excellent opportunity for a leader who enjoys mentoring others, improving processes, solving technical challenges, and making a meaningful impact across the organization.

Requirements

Experience leading an IT Support, Helpdesk, Desktop Support, or Endpoint Support team.
Strong knowledge of endpoint support, asset lifecycle management, Helpdesk operations, and service delivery.
Experience with ticketing systems, asset management platforms, endpoint support tools, and technical documentation.
Demonstrated ability to manage escalations and drive issues through resolution.
Working knowledge of workstation patching, endpoint vulnerability management, and administrative access controls.
Excellent leadership, communication, organizational, coaching, and problem-solving skills.

Nice To Haves

Banking, financial services, or other regulated industry experience.
Experience supporting multiple branch locations or geographically dispersed teams.
Experience with endpoint management, remote support, inventory management, patching, and vulnerability management tools.
Experience improving Helpdesk performance metrics, documentation quality, service delivery, and operational efficiency.
Experience managing vendors, licensing, support contracts, and technology budgets.

Responsibilities

Lead, coach, and develop the IT Support and Helpdesk team.
Oversee the full lifecycle of end-user technology, including procurement, deployment, inventory, support, refresh, and retirement.
Ensure employees and Campus Solutions customers receive responsive, high-quality technical support.
Own support tickets through resolution, coordinating with internal IT teams, vendors, and business partners as needed.
Manage escalations while ensuring timely communication and follow-up.
Maintain accurate endpoint inventory and technology documentation.
Establish and enforce support standards, installation quality, documentation, and best practices.
Partner with IT leadership on endpoint security, workstation patching, vulnerability remediation, and administrative access controls.
Monitor Helpdesk metrics, identify trends, perform root cause analysis, and implement improvements to reduce recurring issues.
Manage vendor relationships, software licensing, support contracts, and identify cost-saving opportunities.
Foster a culture of professionalism, responsiveness, collaboration, and continuous improvement.