Avp, It Support

Job Purpose and Scope:  

Manages and mentors a portion of the IT Help Desk staff and ensures exceptional customer support is provided to Bank staff.

Essential Job Functions:                                                            

1. Manages and guides Help Desk staff members on PC Support objectives, proper customer support etiquette and professionalism on receiving, creating, processing, and escalating tickets.
2. Partners with other Help Desk Management to maintain and make suggestions on process improvements and create efficiencies in a continually changing environment.
3. Ensures incoming requests are complete, accurate, and includes detailed information within escalated tickets. 
4. Serves as an escalation point of contact for PC Support issues or requests (complex troubleshooting, event de-escalation, etc.) reported to the Help Desk.
5. Ensures the assigned Help Desk staff members meet expectations and provide education or oversight opportunities to be successful.
6. Performs quality control of calls and/or tickets created by the assigned Help Desk to ensure compliance with standards and expectations.
7. Monitors feedback from users regarding the Help Desk to further train associates.
8. Maintains normal operating procedural documentation to ensure the knowledge base is up to date.
9. Regularly exercises discretion and judgment in the performance of essential job functions.
10. Maintains good punctuality and attendance to work.
11. Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities:

1. Knowledge of PC technology.
2. Ability to communicate effective both verbally and in writing.
3. Ability to work without close supervision.
4. Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
5. Ability to demonstrate excellent and effective customer service skills.
6. Ability to maintain confidentiality.
7. Ability to demonstrate effective organization, critical thinking, analytical, and problem-solving skills.
8. Ability to work effectively and demonstrate flexibility in a continually changing environment.
9. Ability to demonstrate attention to detail.
10. Ability to demonstrate effective leadership and supervisory skills.
11. Skill in using computer and Microsoft Office products, including Word, PowerPoint, and Excel.

Job Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation.

Note:   This description is not an exhaustive list of all job functions, duties, skills, and job standards required.  Other job functions, duties, skills, and standards may be added.  Management reserves the right to add or change the job requirements at any time. 
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