IT Service Desk Manager - ON SITE

Position Title:

IT Service Desk Manager

Exempt Status:

Exempt (17B)

Reports to:

Chief Technology Officer

Location:

Tyler Technology Center

Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Job Summary: Plan, organize, and maintain Southside Bank's IT Service Desk operations and employee-customer relationships. Review, recommend, and implement technologies to improve and optimize IT Service Desk and related support functions.

Essential Functions:

• Manages a team of Service Desk analysts for tiers 1 and 2 requests and delivery needs.
• Oversees Incident Management response for Service Desk operations.
• Oversees internal customer service relationships for Southside Bank with their technical needs and request fulfillment.
• Manages, supports, and trains a team of technical support specialists.
• Manages Service Desk ticketing system, reporting, and workflow tasks.
• Manages request process for end user hardware and software requests.
• Develops and maintains service catalog, SLA, OLA, Escalation paths, and associated documentation for IT Service Desk.
• Responsible for execution of user provisioning procedures.
• Manages IT Asset system and End of Life program effectiveness.
• Oversees procurement and asset management for all related customer infrastructure technologies.
• Functions as an internal consultant by working closely with IT staff and line of business to ensure new application installations, configuration, and releases adhere to policy and are implemented properly.
• Participates with IT management team to develop enterprise level policies, standards, and improvement initiatives for infrastructure services in the Southside Bank environment.
• Keeps current with emerging technologies through technical publications, vendor activities, seminars, and formal education.
• Works with the business continuity plan and disaster recovery related activities for infrastructure support concerning the lines of business and the IT department.
• Coordinates ticket escalations, IT notification responses for incidents, creates job aids for Service Desk needs.
• Assists in implementation and ensure timely operation of relevant controls.
• Assigns work duties to team members.
• Maintains positive relationships and promotes efficiency among a group of workers.
• Plans and supervises the activities of others.
• Maintains confidentiality of all sensitive Bank information.
• Maintains a positive and caring atmosphere for customers and employees consistent with Southside Bank's mission, CORE Values, and Blue Book culture guide.
• Provides enthusiastic, professional, and courteous service to Southside Bank customers and employees.
• Participates in proactive team efforts to achieve departmental and company goals.
• Understands and agrees to abide by the policies and procedures established at Southside Bank.
• Responsible for complying with audit policies and procedures as they pertain to this position.
• Performs duties in compliance with applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA) and related anti-money laundering laws, and in accordance with the Bank's Information Security Program.
• Must comply with all applicable laws and regulations.

Additional Functions:

• Provide leadership to others through example and sharing of knowledge/skill.
• Complies with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Performs additional duties, as assigned or directed.

Required Education/Experience:

• Bachelor's degree from four-year College or University, or seven to ten years' related IT infrastructure experience or equivalent combination of education and experience.

Necessary Skills:

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Prioritize, organize, and delegate assignments.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other staff and departments throughout each day. Must be able to convey accurate information when conversing, delivered at a level appropriate to the listener's technical and professional understanding.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g., business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday; 8:00am - 5:00pm.
• After hours, as necessary, for business needs.
• Work, as needed, on weekends and holidays.
• On call, 24 x 7.

Travel:

• Minimal overnight travel (up to 10%) by land and/or air.
• Occasional travel between Tyler and Fort Worth, or other SB locations, as needed.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)