Help Desk Manager

U.S. Bank - Saint Paul, MN (30+ days ago)3.7


Help Desk Manager-180031823

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

U.S. Bank is seeking an effective Help Desk Manager with help desk and supervisory experience to contribute toward the success of our technology initiatives.

Responsibilities

Leads the day-to-day operation and help desk staff.
Develops and schedules appropriate level of support.
Provides management guidance by directing, motivating, and developing staff. Encourages the maximization of individual contribution, professional growth, and the ability to function effectively within a team.
Works with clients to determine help desk requirements; negotiates service level agreements.
Monitors client requests to identify systematic patterns, which may require adjustment to policies and procedures.
Develops, implements, and maintains policies and procedures for client problems and resolutions.
Directs the design, implementation, and operation of technology or systems for help desk function.
Supervises operational effectiveness during changing call volumes.
Manages inbound workflow through understanding and acceptance of multiple access channels.
Ensures factors affecting service level attainment are understood and implemented.
Performs interviews for agent positions.
Provides assistance with regard to agent goals, training, development, operational standards, and policies/procedures.
Ensures development plans, key performance indicators, and objectives are in place for all staff.
Writes and presents performance appraisals on a quarterly and annual basis.
Manages and develops the performance of a support team.
Understands and supports the principles of quality management.
Directs a small staff of employees.
Handles employee relations, performance, and reviews.
Approves employee time records, work assignments, vacations, sick pay, etc.
Helps to plan, develop, and control small to moderate project/product budgets.

Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.

Leaders at U.S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams. Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees.

Qualifications

Basic Qualifications

Bachelor's degree or equivalent work experience.
At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users.
At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.
At least 1 year experience with management approaches, tools, and techniques for gaining the cooperation and support of others.

Preferred Skills/Experience

Basic understanding in:
IT service level agreements

Working experience in:
Training process management.
IT environment.
Information security management.
IT service management (ITSM).
IT incident management.
IT standards, procedures, policy.
Product and vendor evaluation.
ITIL Service Management Foundation certification.

Extensive experience in:
Technical troubleshooting
Help desk

Job Customer Service / Call Center
Primary Location Minnesota-MN-Saint Paul
Shift 1st - Daytime
Travel No
Additional Scheduling Information TBD
Average Hours Per Week 40