Service Desk Manager - IT Avalon

The IT Support Manager is a critical role responsible for overseeing and managing the IT support team, including service desk and desktop support functions. This role is focused on ensuring efficient and effective resolution of IT issues, enhancing user support, and aligning IT support services with the organization's objectives.

Key Responsibilities:

1. Leadership and Team Management:
   • Lead and mentor the IT support team, promoting a collaborative and efficient work environment.
   • Conduct performance evaluations and provide professional development opportunities.
2. IT Support and Service Desk Management:
   • Oversee IT service desk operations, ensuring effective resolution of IT issues and requests.
   • Manage IT support performance metrics and uphold service level agreements (SLAs).
3. Desktop and Software Support:
   • Handle maintenance, troubleshooting, and support for desktop hardware, software, and peripherals.
   • Coordinate the rollout of new desktop solutions and software updates.
4. Bank Equipment and Branch Hardware Support:
   • Ensure operational efficiency of bank-specific equipment, such as receipt printers and card readers.
   • Collaborate with vendors for support and maintenance of banking hardware.
5. Bank-wide IT Communications/Training:
   • Develop and execute communication strategies for IT-related updates and incidents.
   • Communicate effectively with all bank staff regarding IT matters.
   • Oversee written, online, and in-person training for IT topics.
6. Procedure and Work Instruction Management:
   • Create, maintain, and ensure adherence to IT-related procedures and work instructions.
   • Conduct regular reviews and updates of procedures to align with changing technologies and business needs.
   • Oversee reporting and counseling on procedural compliance and effectiveness.
   • Develop training materials and conduct sessions to educate staff on IT procedures and best practices.
7. Strategic Planning and Policy Implementation:
   • Formulate strategies to enhance IT support, communication, and procedural management.
   • Align IT operations with the banks overall strategies and objectives.
8. Vendor and Contract Management:
   • Manage relationships and contracts with IT vendors and service providers.
9. Incident and Problem Management:
   • Lead IT incident response and problem management processes.
10. Continuous Improvement:
    • Continuously evaluate and improve IT support processes, tools, communication strategies, and procedural frameworks.
    • Stay updated on industry best practices and technological advancements.

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or related field.
• At least 5 years of experience in IT support, including leadership roles.
• Experience in banking equipment support and IT procedural management.
• Knowledge of IT service management principles and best practices.
• Strong leadership, communication, and problem-solving skills.

Additional Skills:

• ITIL, Microsoft, or related certifications are advantageous.
• Ability to multitask in a dynamic environment.
• Strong organizational and project management skills.

Work Environment:

• Full-time role with occasional need for after-hours support and potential local travel.

Conclusion:
The IT Support Manager is essential for maintaining the efficiency and effectiveness of IT support services. This position requires a combination of technical knowledge, leadership acumen, and strategic planning to ensure that the IT support team meets the evolving needs of the organization.

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