Regional Manager, IT Service Desk

Wright-Patt Credit Union • Beavercreek, OH

1d • $92,872 - $139,214

About The Position

The Regional Manager, IT Service Desk is responsible for supervising and coordinating the daily operations of the IT Service Desk within their specific region. In addition, the person in this role will participate in and/or lead project related efforts on approved Credit Union initiatives.

Requirements

• Supervising and coordinating daily operations of the IT Service Desk.
• Participating in and/or leading project related efforts.
• Assisting end users with hardware and software related questions and problems.
• Fielding telephone calls, creating and updating tracking tickets, diagnosing problems, and assisting partners through problem-solving steps.
• Ensuring assigned business units operate efficiently and reliably, follow applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and perform at a high level.
• Supervising, coaching, and reviewing performance of IT Service Desk Partners.
• Developing Partners for promotional opportunities and executing coaching improvement plans.
• Coordinating IT efforts to identify, troubleshoot, and resolve information systems issues.
• Minimizing downtime of applications and impacts to staff.
• Publishing regular management reporting on IT Service Desk effectiveness and performance, and IT asset inventory.
• Acting as the point of contact (POC) for customer escalations and operational issues.
• Recommending and maintaining appropriate policies/procedures related to the IT Service Desk.

Responsibilities

• Manages the day-to-day activities of Computer Technicians engaged in assisting end users with hardware and software related questions and problems; includes fielding telephone calls, creating and updating tracking tickets, diagnosing the nature of problems, and assisting partners through problem solving steps. Ensure assigned business units are operating efficiently and reliably, follow applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.
• Supervises, coaches, and regularly reviews the performance of Partners working in the IT Service Desk; includes developing Partners for promotional opportunities and the execution of coaching improvement plans as appropriate.
• Coordinates IT efforts to identify, troubleshoot, and resolve information systems issues reported to the IT Service Desk to minimize down time of applications and impacts to staff.
• Publishes regular management reporting on the overall effectiveness and performance of the IT Service Desk and IT asset inventory.
• Acts as the point of contact (POC) for customer escalations and operational issues.
• Recommends and maintains appropriate policies/procedures related to the IT Service Desk.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed