At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives. Salary range: An annual salary range of $95,000 is what we expect to pay for this position, based on overall skills and experience. Who is Customers Bank? Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with. We get you further, faster. Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow. On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead. Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust. What you'll do: The Deskside Support Lead with White Glove Executive Support is responsible for overseeing the deskside support team while providing premium, personalized IT services to executives and senior leadership. This role combines technical leadership, team management, and hands-on support to ensure seamless operations for all end-users, with a focus on delivering high-priority, discreet support to executives. What do you need?
- Lead and mentor the deskside support team, providing guidance, performance feedback, and fostering a collaborative environment focused on user satisfaction.
- Oversee day-to-day team operations, ensuring timely and efficient issue resolution in line with service level agreements (SLAs).
- Provide high-priority, personalized IT support for executives, handling hardware, software, network issues, and mobile devices with discretion and professionalism.
- Ensure proactive maintenance of executive devices, including updates, security, and performance optimizations.
- Assist executives with technology setup for meetings, presentations, and conferences, including audio/visual equipment and remote access.
- Be available for after-hours or on-call support to handle executive needs promptly.
- Manage the diagnosis, troubleshooting, and resolution of complex hardware, software, and network problems for both general users and executives.
- Act as the escalation point for unresolved or critical incidents, ensuring swift problem resolution, especially for executives.
- Monitor and manage the help desk ticketing system, ensuring proper escalation, documentation, and closure of incidents for both general users and executives. Analyze ticket data to identify recurring issues and implement preventive measures.
- Continuously evaluate support processes and identify opportunities for streamlining workflows and improving response times. Ensure consistent documentation of support processes and solutions, both for the team and for executive use.
- Serve as the primary point of contact between IT and executives, ensuring transparent and efficient communication on issue status, resolutions, and system changes.
- Provide regular updates to executives and users, translating technical details into clear, non-technical
- Develop and deliver tailored training for both the support team and executives, ensuring proficiency in new technologies and tools.
- Onboard new hires by conducting orientation, handling technical setup, and providing user training to ensure a smooth transition.
- Generate and review support performance reports, focusing on metrics like resolution time, user satisfaction, and recurring issues.
- Share insights and recommendations with the broader IT leadership team to improve service quality.
- Ensure that all executive support interactions are handled with the highest level of confidentiality and security, protecting sensitive information.
- Coordinate major incidents, especially those impacting executives, collaborating with other IT teams to ensure minimal disruption and rapid resolution.
- Strong leadership and mentoring skills.
- Superior communication skills, able to explain technical concepts in a non-technical way, especially to executives.
- High level of discretion and professionalism in handling executive issues.
- Detail-oriented, with a focus on process optimization and user satisfaction.
- Ability to work under pressure, independently or in a team, and adaptable to changing priorities.
Technology Skills: - In-depth knowledge of Microsoft Windows operating systems, including configuration, troubleshooting, and optimization.
- Deep familiarity with the Office 365 ecosystem, including Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint and Teams
- Proficiency in supporting macOS, including hardware and software troubleshooting for executives using Mac devices.
- Proficiency with remote support tools like RealVNC, Remote Desktop
- Strong skills in diagnosing hardware issues, including laptops, desktops, and peripherals (printers, scanners, monitors).
- Experience with configuring and troubleshooting external peripherals such as docking stations, projectors, AV equipment, and conference room setups.
- Experience setting up and troubleshooting LAN, WAN, and wireless networks for seamless connectivity in office and remote settings
- Familiarity with remote connectivity tools such as Cisco AnyConnect and VPN configuration
- Knowledge of TCP/IP, DNS, DHCP, VPNs, and basic network troubleshooting (e.g., connectivity issues, IP configuration, Wi-Fi setup).
- Experience with ticketing and incident management platforms like ServiceNow, for managing user requests and escalations
- Proficiency in supporting conferencing tools such as Zoom, Microsoft Teams, WebEx, and Google Meet.
Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also provide reasonable accommodations , upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. Diversity Statement: At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.