Technology Support Team Manager, AVP

NBKC BANK•Kansas City, MO

1d•Hybrid

About The Position

nbkc bank is currently looking for a Technology Support Team Manager to join our Technology Support Team. This position is @Flex (a combination of both in-office and remote work). nbkc isn’t your average bank. We take your traditional financial institution and make it better. We know what we offer our customers is only as good as the people behind the scenes who keep it going. That’s why we make sure you’re supported and encouraged along the way. You’ll work with some awesome, intelligent, and diverse people in a fun and forward-thinking environment and accomplish plenty of things you’ll wanna brag about. nbkc is deeply committed to diversity, equality, and inclusion in all our practices, especially when it comes to growing our teams. We aim to build a culture that promotes inclusion and embraces the unique perspectives of employees from all walks of life.

Requirements

High school diploma or GED required.
Bachelor’s degree in Computer Science or a related field, or a 2-year technical degree.
5+ years of experience in IT Operations or End-User Support.
Experience managing the hardware lifecycle of equipment.
Experience working within a ticketing/tracking platform.
In-depth knowledge of a variety of operating systems and software platforms.
Strong analytical and problem-solving skills.
Excellent organizational and time management skills.
Ability to stay flexible and adapt to change.
Strong verbal and written communication skills.
Ability to participate in an on-call rotation.
Must provide a mobile device (BYOD) compatible with current Mobile Device Management infrastructure.

Nice To Haves

Previous leadership experience.
ITIL experience.
Experience with ServiceNow.
Experience with patching and vulnerability management.
Experience with IP telephony and networking.

Responsibilities

Lead a talented team of Technical Support Specialists as they deliver world-class service and support to internal customers.
Manage projects and contribute to the project planning process.
Partner with the Manager of IT Operations to assess process deficiencies and implement, create, or update policies and procedures.
Identify, interview, onboard, train, and mentor new Technical Support Analysts.
Provide regular coaching and feedback to direct reports.
Serve as an escalation point within the IT Operations team.
Monitor and analyze operational metrics.
Foster clear and consistent communication with team members and leaders across the organization.
Follow all applicable laws and regulations.
Perform other duties and projects as assigned.