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Job Purpose
The IT Support Manager is responsible for delivering exceptional technical support services across the bank while providing leadership and oversight for the Help Desk team. This position serves as a working manager, performing advanced technical support functions, supervising Help Desk staff, coordinating vendor relationships, and supporting technology initiatives that enhance operational efficiency and customer service.
The IT Support Manager ensures timely resolution of technical issues, promotes exceptional internal customer service, assists with IT operations, and contributes to technology projects that support the bank's strategic objectives.
Key Responsibilities
Help Desk Leadership & Team Supervision

• Provide day-to-day leadership, guidance, and support for Help Desk personnel.
• Oversee workload distribution, ticket assignments, and service prioritization.
• Monitor team performance and ensure consistent service levels across all bank locations.
• Mentor, train, and develop Help Desk staff to enhance technical and customer service skills.
• Assist with recruiting, onboarding, and evaluating Help Desk team members.
• Establish and maintain support procedures, standards, and documentation.

Technical Support & Escalation

• Serve as the escalation point for complex technical issues affecting bank operations.
• Provide hands-on support for hardware, software, networking, telecommunications, and banking applications.
• Troubleshoot and resolve issues related to computers, printers, phones, mobile devices, Microsoft 365, and other business systems.
• Support user account administration, access management, and workstation deployments.
• Assist with maintaining endpoint security and compliance requirements.
• Participate in after-hours support activities when necessary.

Vendor Management

• Coordinate relationships with technology vendors, service providers, and support partners.
• Open, manage, and track vendor support cases through resolution.
• Monitor vendor performance and escalate issues as needed.
• Assist with vendor renewals, contracts, and technology evaluations.
• Coordinate equipment purchases, installations, and service requests.

IT Operations

• Monitor Help Desk metrics and identify opportunities to improve service delivery.
• Ensure support tickets are accurately documented and resolved in a timely manner.
• Maintain IT inventory records and asset management processes.
• Support software deployments, system upgrades, patch management, and maintenance activities.
• Assist in maintaining business continuity and disaster recovery readiness.

Project Management & Special Projects

• Lead or participate in technology projects including software implementations, infrastructure upgrades, system migrations, and process improvements.
• Coordinate project activities between business units, vendors, and IT staff.
• Assist with testing, documentation, training, and deployment efforts.
• Recommend process improvements and technology solutions that increase operational efficiency.
• Perform other technology-related duties and special projects as assigned.

Education / Qualifications / Experience

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education, certifications, and experience may be considered.
• Minimum of 2-5 years of progressively responsible IT support experience.
• Previous leadership, mentoring, or supervisory experience preferred.
• Experience supporting Microsoft Windows, Microsoft 365, networking, endpoint management, and business applications.
• Experience working with third-party technology vendors.
• Banking or financial services technology experience strongly preferred.

Competencies

• Technical problem-solving
• Attention to detail and accuracy
• Excellent verbal and written communication
• Customer service orientation
• Time management and task prioritization
• Adaptability and learning agility
• Confidentiality and professionalism
• Team collaboration and independence

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• Occasional travel between bank locations may be required.
• Must be able to bend, crouch, and crawl when installing or troubleshooting hardware.
• Manual dexterity to operate tools, computers, and standard office equipment.