Job Directory IT End User Support Manager

IT End User Support Manager
New York, NY

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About

Job Description

Israel Discount Bank of New York, also known by its registered service mark, "IDB Bank", is a full service commercial bank chartered by the State of New York and a member of the Federal Deposit Insurance Corporation (FDIC). Our liquidity and capital ratios are strong, and we are ranked by Crain's New York Business as the 24th largest commercial bank in the New York area. the Bank provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic status, citizenship status, marital status, military or veteran status, current unemployment or any other legally protected category in accordance with applicable federal, state and local law.

The Bank is seeking a qualified individual to join its Information Technology Team and lead our End User Support function. This is an opportunity for the right person to help the bank establish a state-of-the-art, world-class Support Center. End User Support provides a broad range of services to the organization covering traditional desktop support and troubleshooting, hardware and software installation and configuration, phone system and video conferencing support, and working with vendors. The role involves leading a team of professionals with heavy user interaction at all levels. Excellent communication, interpersonal, and leadership skills are critical.

The End User Support Manager role is a new position. The ideal candidate will have a broad range of skills that include solid technical expertise with excellent people skills, and is a solid team player. The supported technologies would range from desktop computing, networking, infrastructure, and phone/video systems, to conference room automation tools like Crestron.

Primary Responsibilities:

* Provide leadership and guidance to the End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place
* Oversee the outsourced Call Center (help desk) to ensure quality of service
* Institute a program of continuous improvement. Work closely with the Call Center vendor and the internal support team to develop SLAs, KPIs and the metrics and benchmarks to measure against
* Identify areas of focus and techniques to improve service quality and reduce the overall number of requests. Identify opportunities to enable IDB end-users to become more self-sufficient
* Establish strong working relationships across the business and within IT
* Help the other IT teams identify opportunities to improve their service and reliability of systems
* Establish and document policies and procedures relevant to the function
* 5+ years IT experience with a heavy focus on end user support
* Ability to demonstrate a track record of leading a world-class support center
* Strong, diverse technical skills, especially in the areas related to desktop computing and voice & video
* Strong analytic and problem solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft Office
* Experience managing/leading teams
* Excellent communication, interpersonal, and leadership skills
* Ability to work effectively under pressure and to tight deadlines
* Willingness to take ownership and accountability
* ITIL certification, MCSA, other relevant certifications, and a working knowledge of ServiceNow are each strong pluses

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

All your information will be kept confidential according to EEO guidelines.

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