Location: Columbus,MS, USA
Job Summary
The IT Help Desk Manager is responsible for overseeing the day-to-day operations of the IT help desk, ensuring efficient resolution of technical issues and providing exceptional customer service to bank employees. This role requires a strong technical background, excellent communication skills, and the ability to lead and motivate a team.
Duties and Responsibilities
* Team Leadership:
* Recruit, hire, and manage a team of help desk technicians.
* Provide ongoing training and development to team members.
* Set performance goals and conduct regular performance reviews.
* Foster a positive and collaborative work environment.
* Help Desk Operations:
* Oversee the daily operations of the help desk, including incident ticketing, problem resolution, and knowledge base management.
* Implement and enforce effective help desk procedures and policies.
* Monitor key performance indicators (KPIs) to measure help desk efficiency and effectiveness.
* Identify opportunities for process improvement and implement solutions.
* Technical Support:
* Provide advanced technical support for complex issues.
* Troubleshoot and resolve hardware, software, and network problems.
* Work closely with other IT teams to coordinate problem resolution.
* Customer Service:
* Ensure timely and accurate resolution of customer issues.
* Build strong relationships with customers and foster a positive customer experience.
* Manage customer expectations and communicate effectively with all levels of the organization.
* Security:
* Enforce security policies and procedures to protect sensitive bank information.
* Stay informed about emerging security threats and implement preventive measures.
* Conduct regular security audits and vulnerability assessments.
Requirements and Qualifications
* 5+ years of experience in IT support, including at least 2 years in a management role.
* Strong technical knowledge of hardware, software, and network infrastructure.
* Experience with help desk ticketing systems and IT service management frameworks (ITSM).
* Excellent problem-solving and troubleshooting skills.
* Strong communication and interpersonal skills.
* Ability to work under pressure and meet deadlines.
* Strong leadership and team management skills.
* Experience in a financial services industry is preferred.
Preferred:
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* TCP/IP & DNS experience.
* Experience troubleshooting network connectivity and cabling issues.
* Experience installing, configuring, and maintaining client hardware and software.
BankFirst is an EEO employer. Including Vets/ Disabilities.