Service Desk Manager

Dubuque Bank and Trust a growing dynamic organization with many locations offering uniquely different banking and financial solutions for businesses and personal clients. As a performance driven company, we strive to create a culture of excellence with high standards, and high values while providing outstanding growth and involvement opportunities for employees. Join a team that makes "Great Things Happen!"™

The Service Desk Manager oversees the Information Services IT Service Desk team to ensure that end users are receiving the appropriate level of service and support. This includes the responsibility of leading defined procedures related to the identification, prioritization, and resolution of end user help requests; including the monitoring, tracking and coordination of IT Service Desk functions.

Primary Responsibilities

• Leads a team of IT Service Desk employees to provide front line IT support for all employees.
• Leads the EUC (End User Computing) team for support of end user devices.
• Ensures IT related issues reported to the IT Service Desk are handled in a timely manner and meets or exceeds Response and Resolution SLA’s.
• Ensures all workstation and print devices are patched within the Patch Management SLA.
• Communicates application problems, incidents, and issues to key stakeholders, including management, end users, business leaders, and third-party vendors.
• Manages the procurement and asset management of end user equipment.
• Identifies and ensures completion of documentation, knowledge articles, and Runbooks within the team.
• Tracks and reports team metrics.
• Contributes to defining the requirements and standards of the Incident Management process.
• Adheres to department standards for Incident, Problem and Change Management.
• Develops, implements, and maintains policies and procedures for IT service desk team employees.
• Trains and mentors team members to ensure they stay abreast of procedures and best practices.
• Coordinates installation of hardware and software, and implementation of procedure changes.
• Manages the print management program.
• Proactively identifies areas for operational efficiencies and designs/articulates a means for process improvement.
• Designs and implements short and long-term strategic plans for the IT service desk to ensure they are meeting company objectives.
• Serves as a Relationship Manager with member banks.
• Assists in IT Business Recovery planning and testing.
• Assists with IT regulatory audit requests.
• Leads assigned projects, as needed.
• Available to be on-call, as needed.
• Completes annual E-Learning Plan and Bank Secrecy Act (BSA) training as assigned and keeps up-to-date knowledge of BSA as it relates to the job function.
  

Secondary Responsibilities

• Performs other duties as assigned.
  

Management Responsibilities

• Works with department staff on individual professional development and career development opportunities. Facilitates team members in creating individual goals and development plans that align with the department goals.
• Works with Heartland Financials’ Talent Acquisition team to identify and hire the most qualified and talented individuals to fill open positions.
• Provides information and on-going feedback to department staff regarding expectations and performance, salary adjustments and/or promotions.
• Addresses and resolves all performance concerns and issues in a timely manner.
• Prepares and conducts annual performance reviews within established deadlines.
• Directly supervises the Service Desk Team that consists of IT Service Desk Analysts.
  

Qualifications

• Bachelors Computer and Information Science preferred or
• 7-10 years IT experience to include: required
• 2-3 years Service Desk (Help Desk) experience required
• 5+ years Application Support experience required
• 3-5 years Supervisory experience required
• Knowledge of computer hardware, including PCs, thin clients, printers, scanners, etc.
• Experience with desktop and server operating systems, including Windows
• Extensive application support experience with Microsoft Office and Internet Explorer
• Working knowledge of diagnostic utilities
• Ability to lead a team toward high performance and engagement
• Proven analytical, evaluative, and problem-solving abilities
• Strong written and verbal communication skills

Scheduled Weekly Hours:

40

Time Type:

Full time