Help Desk Support Supervisor - EagleBank

We are a values driven organization putting Relationships FIRST. EagleBank (NASDAQ – EGBN) is focused on being Flexible, Involved, Responsive, Strong, and Trusted. By prioritizing meaningful connections with our customers, employees, and shareholders, we relentlessly deliver the most compelling, valuable service to our customers.

EagleBank is committed to inclusion, equity, and respect. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience. We believe employees are essential to the building of relationships and we prioritize investing in employee growth and wellbeing. Employee involvement is fostered through resource groups, mentorship programs, community service, and scholarship opportunities for continued education. With features including maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in your HSA account, and 100% 401(k) matching up to 4%, we pride ourselves in the ways we support our internal relationships.

We understand the need to be creative and flexible when it comes to telecommuting and other alternative work arrangements. This position is eligible for our hybrid remote work and will work in the Bournefield office located in Silver Spring, MD four days per week.

The Help Desk Support Supervisor manages Help Desk Tier I services , Desktop Support and basic Hardware & Software support. Administers workflow of incident tickets within ServiceNow.

MAJOR DUTIES AND RESPONSIBILITIES:

• Manages ServiceNow ticketing system to ensure that all tickets are assigned to the appropriate team. Oversees tickets assigned to Help Desk staff (Tier I). Ensures that all tickets are assigned, completed, escalated or closed in a timely manner.
• Preforms all managerial related tasks including, but not limited to, managing, coaching, training and developing the Help Desk staff that is highly qualified, motivated and knowledgeable. Completes performance appraisals; oversees training and coaching of direct reports and overall staff development. Participates in employment decisions.
• Analyzes Help Desk reports on a daily, weekly and monthly basis and ad hoc reporting recommending changes to the help desk software to ensure efficient operations. Regularly report outstanding IT Operations tickets to the IT Service Manager.
• Performs user support tasks and task training related to the support, maintenance, and administration of the end-user computing environment, including basic network, hardware, software, remote and mobile services. Prioritizes and escalates issues as required. Works with Tier II and Engineers to ensures the timely resolution of issues. Responsible for bringing issues to direct manager
• Responsible for documenting any network or PC-related functions including report review, notification and maintenance. Documents and updates support solutions and procedures; i.e. Helpdesk troubleshooting, processes and procedures, etc.  
• Performs maintenance and tracking of PC parts inventory and support EagleBank’s Asset Management Program.

Requirements:

• 5 years of experience in Network/Desktop Support environment.
• 3 years of Help Desk experience utilizing a ticketing system for tracking user related issues.
• 1 year of Customer Service experience.
• Strong Network Administration knowledge.
• Strong Desktop Support knowledge.
• Strong Active Directory\Exchange Administration knowledge.
• Hardware/Software support knowledge.
• Project Management skills.
• Strong Software Installations and configurations knowledge.
• Servers/Desktops/Printers/Scanners knowledge.

Preferences:

• College degree.
• Supervisory or leadership experience.
• Vendor Management knowledge.

Don't meet all the requirements? We encourage you to still apply if you think you are the right person to join our community. We are always interested connecting with people inspired by our mission and values. If you aren’t hired for this position, your resume will remain available for the next year and might be considered for future openings. Note: You can update your resume as often as needed.