IT Workplace Support Manager
About The Position
Zions Bancorporation’s Enterprise Technology and Operations (ETO) team is transforming what it means to work for a financial institution. With a commitment to technology and innovation, we have been providing our community, clients and colleagues the best experience possible for over 150 years. Help us transform our workforce of the future, today. We are seeking an IT Workplace Services Manager to manage two affiliates regionally and also work with other IT Workplace Services Managers that support the entire the enterprise Field Services team. The IT Workplace Services Manager is responsible for delivering quality service to internal customers by providing a single point of contact for problems and inquiries in the use of applications, hardware, or software support of internal users contacting the Service Desk for assistance with either service requests or incidents as defined in accordance with the Service Desk Procedure.
Requirements
- Supervisory or lead experience required to supervise, lead, train and mentor field services staff
- 4+ years with IT hardware, software, computer applications, networks and technical customer support including but not limited to field services and queue management processes, procedures and technique
- Requires a High School diploma or equivalent college or associates degree
- Expert knowledge of application software including current Windows OS with experience with the MS Office suite, networks, PCs LANs, terminals and telephones
- Experience in troubleshooting PC's, and laptops with an Active Directory environment
- Must have excellent customer service, problem solving and communication skills
- Must have the ability to multitask, have solid problem resolution and customer service skills with great attention to detail
Nice To Haves
- Experience with Audi/Video troubleshooting a plus
Responsibilities
- Function as the subject matter expert for the group
- Have day to day working level supervisory responsibilities
- Deliver quality service to internal customers by providing a single point of contact for problems and inquiries in the use of applications, hardware, or software
- Receive and/or direct calls, analyze software and hardware, prioritize the most complex problems, resolve problems and/or direct the inquiries to the appropriate Network personnel
- Interview callers to understand procedures followed and source of error
- Perform diagnostic procedures to identify source of problem, if necessary, escalate to a higher level of expertise by completing a trouble report that specifies nature and location of problem
- Recommend changes to software and hardware by tracking frequently occurring problems
- Assist Data Security Administration in functions relating to change control
- Train, supervise and mentor field services team
- Handle other duties as assigned
- Ability to assist managers and teams to make appropriate corrections and/or recommendations
- Must be able to meet deadlines and lead technical field support staff
- Ability to set and maintain high quality work standards and deal effectively with people in various job capacities
- Ability to handle day to day workplace issues
Benefits
- Medical, Dental and Vision Insurance - START DAY ONE!
- Life and Disability Insurance
- Paid Parental Leave
- Adoption Assistance
- Health Savings (HSA)
- Flexible Spending (FSA)
- Dependent care accounts
- Paid Training
- XX days of Paid Time Off (PTO)
- 11 Paid Federal Holidays
- 401(k) plan with company match
- Profit Sharing
- competitive compensation in line with work experience
- Mental health benefits including coaching and therapy sessions
- Tuition Reimbursement for qualifying employees
- Employee Ambassador preferred banking products
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
