Help Desk Manager - Operations, Ridgeland, Ms

• Oversee the daily operations of the Help Desk and managed services vendor to ensure end users consistently receive high-quality support.
• Manage a team of first-line support staff, including hiring, training, and performance management. Provide coaching and feedback to employees to uphold service standard. 
• Conduct and lead necessary meetings and discussions to effectively manage the third -party managed services Help Desk vendor. Guide and manage alignment between BankPlus and the managed services vendor to ensure the vendor is an effective extension of BankPlus. 
• Ensure optimal departmental phone coverage and staffing levels, as well as coordinate and monitor schedule adherence and attendance.
• Generate and analyze reports, trends, and workload drivers that help improve key metrics.  Identify opportunities for improvement in service quality, efficiency, and customer satisfaction.
• Assist with Operations' projects and coordinate Help Desk's projects, including equipment rollouts, software conversions, and other related projects. Collaborate with other IT teams to resolve complex technical issues and ensure smooth operations across the organization.
• Work with QA Analyst to develop and present Help Desk training.
• Oversee change management tickets and find efficiencies in change management processes.
• Serve as problem-solver and support for the Help Desk as they are the frontline support for all BankPlus employees for applications, network, and other support areas.
• Use Track It ticket logging system to create, track, resolve, and report on user issues and requests, as needed to back up Help Desk.
• Provide support for Help Desk technicians in analyzing and understanding report data to discover areas for improvement. 
• Communicate and work with management or other bank departments to improve training and processes where needed. 
• Serve as system administrator for Help Desk software management solutions (currently, Track It, and AlertMedia).
• Provide support and directive for Help Desk to coordinate internal communication to the employee base regarding technically-related updates, effective processes, enhancements, and other related events. 
• Maintain accurate and up-to-date documentation of Help Desk processes, procedures, and troubleshooting guides.
• Conduct annual disaster recovery tests with the goal of timeliness, effectiveness, and documentation.
• Stay abreast of industry trends and best practices in Help Desk management and technology.
• Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank's standard of conduct.
• Rotate with Help Desk technicians for after hours on call rotation. 
• Participation in the bank's High Performance Rewards Connections Program.
• Make referrals to the Mortgage Center and Wealth Management.

• Bachelor's degree preferred
• Prior supervisor or management experience
• Experience in Help Desk or other technical environment preferred
• Technical, problem-solving, analytical skills.
• Extensive computer usage and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Extensive reading as needed.
• Must be proactive, well-organized, keen attention to detail, and results-oriented with excellent leadership skills. 
• Ability to make difficult decisions and handle multiple tasks.
• Available to be on call and work after hours as required.

BankPlus is an Equal Opportunity Employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.