Help Desk Manager

Full Time · Location: Newton, MA, US

Position Summary

The IT Help Desk Manager serves as a key role in overseeing the effectiveness of the Help Desk, ensuring that both consistency and quality are maintained, service standards are met, and departmental objectives are achieved. The incumbent is expected to work effectively across all IT disciplines while providing leadership, guidance, and support to Help Desk personnel in order to drive service improvements. The incumbent will offer technical expertise and support on IT-related issues, ensuring the effective management of incidents, service requests, user administration activities, and technology initiatives throughout the Bank. The role requires the ability to develop effective working relationships with colleagues within and beyond the IT department in order to ensure a consistent, high-quality level of service is delivered to all Village Bank employees. This is a fast-paced and varied role requiring excellent leadership, customer service, communication, and technical skills, as well as a broad range of IT knowledge. The incumbent is also expected to provide satisfactory administration and support of the Bank's hybrid technology environment, including Microsoft 365, virtual desktop infrastructure, identity and access management systems, and other end-user technologies in support of their fellow Village Bankers.

Responsibilities

To perform successfully in this role, an individual must be able to perform the listed responsibilities satisfactorily. The listed responsibilities are not designed to cover or contain a comprehensive listing of activities or duties that are required of the employee. Additional responsibilities or activities may be assigned at any time with or without notice. These include, but are not limited to:

Supervise Help Desk personnel including scheduling, workload management, performance management, coaching, and professional development.

Review, analyze, create, and maintain Help Desk procedures, technical documentation, standards, and end-user instructions.

Provide oversight of the Bank's Help Desk support processes to ensure incidents, service requests, and technology-related issues are appropriately documented, prioritized, communicated, and resolved in a timely manner.

Maintain detailed working knowledge of software applications, business systems, and end-user technologies utilized throughout the Bank.

Coordinate with Human Resources and department managers to complete new user setups, employee transfers, terminations, user account changes, and access administration activities.

Support Active Directory, Microsoft Entra ID, Microsoft 365, multi-factor authentication, and related identity and access management technologies.

Support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and related collaboration technologies.

Support and maintain the Bank's virtual desktop infrastructure, including desktop image management, application delivery, user provisioning, troubleshooting, and coordination with managed service providers.

Answer, evaluate, and prioritize incoming telephone, email, ticket, and in-person requests for assistance from users experiencing problems with hardware, software, networking, user access, telecommunications, virtual desktops, and other computer-related technologies.

Analyze and evaluate incidents and recurring support issues and make recommendations to improve service delivery and reduce incident rates.

Set up and maintain end-user computing devices and related technologies including physical and virtual workstations, laptops, thin clients, monitors, printers, scanners, signature devices, and peripherals.

Provide oversight for workstation deployment, endpoint configuration standards, and end-user computing technologies utilized throughout the Bank.

Maintain physical and virtual inventories for software and hardware and coordinate upgrades, replacement, or retirement of systems designated end-of-life or end-of-support.

Assist with vulnerability remediation efforts affecting end-user computing systems, operating systems, software applications, and peripheral devices.

Initiate and track service requests involving hardware, software, telecommunications, cloud services, and other technology-related services.

Coordinate with vendors, managed service providers, and internal technology resources to troubleshoot issues, implement solutions, and support technology initiatives.

Assist with system integrations, connectivity requirements, firewall access requests, email delivery requirements, and technology configuration changes necessary to support business operations.

Declare core system outages and keep appropriate personnel informed of outage impacts, status, and estimated recovery times.

Assist the Core System Manager by providing technical support for core system changes, upgrades, integrations, testing, and related user impacts.

Monitor and maintain both the Bank's report inventory and imaging inventory.

Assist in department-related projects supporting strategic initiatives, technology modernization efforts, security enhancements, and operational improvements.

Assist in developing or coordinating training related to newly implemented software, hardware, and user-facing technology services.

Participate in audit, compliance, business continuity, disaster recovery, vendor management, and technology governance initiatives as assigned.

Conduct periodic visits to branch locations to provide support, maintain equipment, troubleshoot issues, and assist with local technology initiatives.

Commitment to ongoing professional development and continuing education related to information technology, Microsoft technologies, leadership, vendor management, and Help Desk operations.

Supervisory Responsibilities

Number of employees supervised: 2

Title(s) of employees supervised: Senior IT Help Desk Administrator; IT Help Desk Administrator

Experience

Bachelor's degree (B. A.) from four-year college or university and three years plus related experience and/or training; or equivalent combination of education and experience in an IT or banking related position.

Specific Skills Required

Specialized skills in the theory and logic of technology; operating systems, network systems, banking systems and the full spectrum of applications used by bank staff

Knowledge of electronic equipment, and computer hardware and software, including applications and programming, including: Windows Server, VMware and Desktop Imaging.

Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Familiarity with data backup procedures and standards.

The Village Bank is an Equal Opportunity Employer

The Village Bank is committed to the policy of providing equal employment opportunities for employment, training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees without regard to sex, race, creed, color, religion, national origin, age, sexual orientation, gender identity or expression, veteran status, physical or mental disabilities, genetics or any other status protected by law.