Technical Solutions Analyst Team Lead

Centier Bank • Merrillville, IN

2d • Onsite

About The Position

Technical Solution Analyst Team Lead will directly supervise the Technical Solutions Analysts. Technical Solutions Analysts are responsible for the day-to-day functions related to supporting the end-users by performing first-contact diagnosis and troubleshooting of computer hardware, software, mobile devices and other technology, including 3rd party software support. It will be crucial to provide excellent client service while assisting team members in developing technical and professional competency. The role will require an understanding of all bank Technology. Must be able to perform root cause analysis and solve complex problems.

Requirements

• Strong understanding of PC, printers, fax, scanners, Windows 10/11
• Strong oral and written communication skills
• Excellent customer service experience
• Strong understanding of technical analysis and troubleshooting skills
• Ability to communicate effectively and interact with Dept. Heads, vendors, contractors, etc.
• Effective time and project management skills ensure team meets deadlines and defined metrics related to end-user tickets.
• Strong documentation skills
• Strong problem solving, decision-making, and analytical abilities.
• Positive, self-motivated professional who consistently achieves goals on their own.
• High level of accuracy and attention to detail
• 5+ years’ experience in a related technical role
• 1+ years’ supervisory experience in a Technology or related role

Nice To Haves

• Bachelor's degree preferred or equivalent experience.

Responsibilities

• Management of Technology Solutions Analyst Team including the allocation of team members to projects and daily tasks, oversight of the ticket tracking system, assignment of resources to administer each enterprise application ensuring all areas have a primary and secondary team member assigned and perform team member reviews.
• Provide management oversight for all tasks performed and help tickets / calls handled by the Technology Solutions Analyst Team.
• Responsible for overall development and performance management of the Technology Solutions Analyst Team.
• Evaluate and diagnose the severity of critical situations and guide the Technology Solutions Analyst Team in the execution of an action plan.
• Ensure Team’s adherence to corporate and department policies and standards aimed at maximizing effectiveness and minimizing costs related to the support of Technology Solutions.
• Assist Technical Solutions Analysts in supporting end-user issues
• Demonstrate World Class service through our Essentials of Excellence
• Perform timely workstation hardware and software upgrades as required
• Perform timely server 3rd party software upgrades as required
• Monitor work order tickets in the queue and process based on priority
• Be the Subject Matter Expert and owner of specific areas of projects and technologies as assigned
• Escalation of technical issues to the Infrastructure Engineering Team
• Support Technical Services Manager in planning and designing of software applications
• Management of software configurations and utilities
• Serve as an escalation point for advanced technical issues.
• Available and willing to respond to emergencies or cover on call responsibilities as needed.
• With the help of the Manager of Technical Services, assist other departments in the planning, design, and support of their areas of Subject Matter Expertise
• Document procedures for internal processes as well as technical solutions
• Support with management of 3rd party software and services

Benefits

• Access to our Marathon Health Clinics which provide FREE visits & prescriptions
• Generous Paid Time Off benefit
• Tuition Reimbursement
• 401K match
• Associate Stock Ownership Plan
• Daycare Reimbursement
• FREE Onsite Fitness Center/Fitness Reimbursements
• Health and Wellness Programs
• Career Growth
• Work/Life Balance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree