TECHNOLOGY SUPPORT SUPERVISOR - HEADQUARTERS

STAR Financial Bank•Fort Wayne, IN

6d•Hybrid

About The Position

The Technology Support Supervisor position is included in a workplace model that allows for a combination of in-office and remote work. As a Technology Support Supervisor, essential job duties include developing goals, objectives, policies, procedures, service standards, and establishing priorities and deadlines for the Service Desk teams. This role also involves helping to develop, monitor, and report on the department budget, and providing daily management oversight for the Service Desk to ensure incidents and service requests are completed according to established SLAs. The supervisor will compile reports on SLA targets, numbers, and request types, communicating findings to the team and management, and responding to further requests for data required for analysis. Ensuring effective ongoing support for all systems in use by STAR, and maintaining the highest possible service to customers/users within available resources are key responsibilities. The role also provides input into strategic and tactical planning, development, evaluation, and coordination of information and technology systems. Reviewing customer satisfaction surveys and compiling reports to identify overall customer satisfaction and address problem areas is also part of the job. Additionally, the supervisor manages the IT logistics for employee or equipment moves, remodeling, or any other instance where equipment must be moved or transported, and manages the annual client computing equipment refresh project. Overseeing asset management for all technology devices, maintaining policies, procedures, and associated training plans for support staff, usage, and disaster recovery, and developing and enforcing policy and procedure to ensure the protection of IS/STAR assets and the integrity, security, and privacy of information are crucial. Documenting service issues, compiling 'tech notes', maintaining 'knowledge bases' of support information, posting information to support websites, and providing customer feedback to research and development teams working on product upgrades are also required.

Requirements

Excellent oral and written communications skills.
Ability to communicate at all levels of the organization.
Able to link and apply complex technologies to business strategies.
Strong project management, organizational skills, and attention to details.
Demonstrated customer service orientation.
Hands-on hardware troubleshooting experience.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ticket system based management.

Responsibilities

Develop goals, objectives, policies, procedures, service standards, and establish priorities and deadlines for the Service Desk teams
Help to develop, monitor and report on department budget
Provide daily management oversight for the Service Desk to ensure incidents and service requests are completed according to established SLAs
Compile reports on SLA targets, numbers and request types, communicating findings to the team and management and responding to any further requests for data that is required for analysis
Ensure effective on-going support for all systems in use by STAR, ensuring that the service provided to customers / users is the highest possible within the resources available.
Provides input into strategic and tactical planning, development, evaluation, and coordination of information and technology systems.
Review customer satisfaction surveys and compile reports to identify overall customer satisfaction, and address any problem areas.
Manages the IT logistics for employees or equipment moves, remodeling, or any other instance where equipment must be moved or transported.
Manages annual client computing equipment refresh project.
Oversees asset management for all technology devices.
Maintain policies, procedures, and associated training plans for support staff, usage, and disaster recovery.
Develops and enforces policy and procedure to ensure the protection of IS/STAR assets and the integrity, security, and privacy of information.
Document service issues, compile 'tech notes', maintain 'knowledge bases' of support information, post information to support websites and provide customer feedback to research and development teams working on product upgrades.