First Financial Bankshares

Job Summary:
First Financial Bank Texas is a growing organization that invests in the development of its employees. The IT Service Desk Manager is responsible for ensuring high-quality technical assistance, leading a team to deliver seamless support while aligning IT services with the bank's operational goals and compliance standards.
Responsibilities:
• Oversee daily ticket flow and phone support; prioritize workloads to meet Service Level Agreements (SLAs) across all FFB locations.
• Maintain rigorous standards for user access logging and security protocols to meet FDIC/OCC and internal audit requirements.
• Conduct regular 1-on-1s and annual evaluations. Coach team members on call queue management, professional communication, and technical prioritization.
• Use modern KPIs (e.g., First Contact Resolution, CSAT) to drive continuous improvement and provide mentorship for staff career development. Manage user access logging and tracking for audit compliance. Ensure all team activities align with Bank/Company security policies.
• Identify and implement automation opportunities to streamline routine banking support tasks and reduce manual effort.
• Design and analyze support reports to identify trends, anticipate future client needs, and implement best practice policies and procedures.
• Maintain a centralized knowledge base to ensure problem resolutions are concisely documented and shared across the team.
• Manage team attendance, on-call schedules, verify timecards, and ensure adherence to organizational values and the sales/service culture.
Qualifications:
Required:
• 6+ years in Technology Services or Banking Operations.
• Previous experience in a supervisory or 'Lead' capacity.
• Familiarity with core banking platforms (DDA, Loans, GL, ATM/Debit, Teller systems) and their operational workflows.
• Expert-level use of ITSM/Ticketing software and Microsoft 365 suite.
• Strong 'number sense' for reporting.
• Ability to handle high-stress environments.
• Exceptional professional writing skills.
Preferred:
• ITIL 4 Foundation – Highly Desired
• Comp TIAA+ or Network+ - Highly Desired
• HDI Support Center Team Lead
• Microsoft 365 Certified
Company:
First Financial Bankshares, Inc. is recognized as one of the nation's most financially secure banking institutions, with assets totaling $14.3 billion. Founded in 1890, the company is headquartered in Abilene, USA, with a team of 1001-5000 employees. The company is currently Late Stage.