Technology Services Manager

Regions Bank•Swansea, IL

1d•Onsite

About The Position

At Regions, the Technology Services Manager manages the day-to-day operations of a Technology Services team for help desk services, desktop services, or telecommunication services. This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay. This position is incentive eligible.

Requirements

Bachelor's degree in Computer Science or a related field and eight (8) years of related experience Or High School Diploma or GED and twelve (12) years of experience
For positions on the desktop service team: A+ Certification
For positions on the help desk service team: Certified Help Desk Professional (CHDP)
Ability to enhance the technical expertise of team via coaching and development
Ability to learn additional systems as needed
Ability to manage and lead a team
Excellent analytical skills, detail oriented, and customer service skills
Excellent interpersonal skills and ability to interact with all levels of management and associates
Excellent organizational and time management skills
Familiar with a variety of the technology concepts, practices, and procedures
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
Strong verbal and written communication skills
Strong work ethic and self-motivation
Understanding of and ability to interpret applicable rules, regulations, and industry guidance
Applicants for this position must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

One (1) year of leadership or supervisory experience
Relevant certifications (i.e. HP, Lexmark, Cisco, etc.)
10+ years of technology operations or field services leadership experience
5+ years leading/managing geographically distributed teams
Experience leading enterprise technology support organizations in a regulated environment
Experience leveraging ServiceNow or similar enterprise service management platforms
Experience leading workplace technology modernization and digital employee experience initiatives
Proven leadership driving service excellence, operational resiliency, and continuous improvement

Responsibilities

Manages a team of associates providing support in one or more areas within technology services
Directs, establishes, plans, and implements the policies, processes, and procedures for team
Oversees the coordination between various technology departments to facilitate quick resolutions for requests
Facilitates problem resolution and ensures little or no impact occurs and minimizes impact
Monitors issues and keeps leadership updated
Manages the design, deployment, maintenance, support, and upgrade of technology consisting of servers, workstation, hardware, software, operating systems, distributed printers, and telecommunications
Provides strategies that focus on business initiatives and increasing overall customer satisfaction
Participates in continuous improvement projects on occasions
Partners across Technology, Operations, Digital, and Data (TODD) to ensure controls are designed, implemented, and monitored to strengthen risk management, compliance, and cyber security, effectively mitigating risk to levels within the company’s risk appetite
Ensures disciplined change management by evaluating risk and control impacts when designing or implementing changes to processes, systems, products, and/or services