Technology Support Manager- Service Desk

Bank of America•Chandler, AZ

4d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Position Summary Global Internal Employee Technology Support Team Manager FTE – Chandler Service Desk Location. This is a leadership role managing a frontline phone/chat team within the technology environment. Responsible for performance management, hiring, and termination, along with awareness and contribution to overall technology service desk performance. This role will include WEEKEND coverage. This is a leadership role within the service desk that has responsibility to oversee between 15-20 agents’ performance and effectiveness. Incumbent must be able to work independently, take full ownership and change culture at the desk. Manage and direct agents within site. Must be able to address all issues within a timely manner, while managing day-to-day operations and staff and meeting targeted delivery goals at the desk Resource will manage associates and is responsible for hiring, termination, and performance management. Responsible for a team assigned to a specific initiative, application, operation, or portion of a project. Exercises judgment within generally defined practices and policies in selecting methods and tools for obtaining solutions. May have limited budget responsibility and directs the activities of others. Typically has 5-7 years’ experience in leadership/IT or equivalent. Job Description: This job is responsible for managing the performance and effectiveness of Global Service Desk agents. Key responsibilities include driving day-to-day production within a contact center on technical related incidents. Job expectations may include hiring, training, and managing agents to handle basic trouble shooting, providing exceptional customer service, addressing service issues in a timely manner, managing day-to-day operations, and meeting targeted delivery goals of the Global Service Desk. Responsibilities: Manages the performance of Global Service Desk agents based on service level adherence, quality assurance, incident quality, and point of call resolution Creates an environment that reflects customer needs in order to motivate teams to exceed achievement of organizational goals by providing coaching and assistance to Global Service Desk agents Approves timekeeping and ensures all administrative functions are completed by due dates Facilitates the performance and career development of a team through performance reviews, coaching, and creating development plans that are needed to build competencies and skills Contributes to establishing the goals and objectives for the Global Service Desk team and ensures compliance of procedures and regulations Leads or participates in key projects impacting the Global Service Desk which may require partnering with teams across the enterprise Develops and implements strategies to improve service quality and call center performance Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Requirements

3-5 years of experience managing a team of individuals is highly preferred
Detail oriented and ensure all issues are recorded and acted upon
Must be creative in the ability to motivate, coach and lead others
Excellent written, verbal, communication skills
Must be able to make difficult decisions to ensure the integrity of the environment
Ability to multitask and maintain focus on all areas of responsibility concurrently
Understanding of workforce management processes, abilities, limitations, and requirements
Must have good understanding of the clients, technology and processes supported within SD environment
Must be proficient in workstation support as well as other technologies, platforms, and regions
Basic knowledge of eSmart reporting system, and ITSM/Remedy ticketing system
Ability to compile, analyze, interpret and present complex data
Ability to think analytically, conceptually, and strategically
Must be flexible and adapt quickly to change
Proficiency in Service Desk Operations to effectively coach your team
Strong technical acumen
Strong knowledge of Windows based environment/support
Proven ability to coach and motivate others
Ability to work in fast paced environment
Ability to assess and prioritize work
Ability to work in a Team environment
Identify and implement process improvement

Responsibilities

Lead and support a team of 15-20 Employees/Contractors
Manage the performance of associates including but not limited to service level adherence, call/chat efficiency, quality assurance, incident quality and point of call resolution.
Motivating, coaching, and developing associates to achieve optimal performance results.
Performance Management
Responsible for approving timekeeping, and ensuring all administrative functions are completed by due dates.
Address Human Resource Issues
Service Level Management
Outage Management
Manager Escalations
Address analyst’s performance issues
Accountable for any work or targets set forth by the Service Desk
Manages the performance of Global Service Desk agents based on service level adherence, quality assurance, incident quality, and point of call resolution
Creates an environment that reflects customer needs in order to motivate teams to exceed achievement of organizational goals by providing coaching and assistance to Global Service Desk agents
Approves timekeeping and ensures all administrative functions are completed by due dates
Facilitates the performance and career development of a team through performance reviews, coaching, and creating development plans that are needed to build competencies and skills
Contributes to establishing the goals and objectives for the Global Service Desk team and ensures compliance of procedures and regulations
Leads or participates in key projects impacting the Global Service Desk which may require partnering with teams across the enterprise
Develops and implements strategies to improve service quality and call center performance