IT Supervisor, Service Desk

We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change.

We are one team, working together to get things done.

Abilene, Texas, United States

• This is an in office position.

Assumes responsibility for all TS Customer Support functions; supervise and assist the Customer Support Representatives in providing phone support for client requests, assist in prioritizing support functions and alerting banks of global software problems and anticipated resolution timeframe; interfaces with other TS section managers; sets policies and procedures for the customer support department. Insure integrity and security of the system. Primary contacts are user banks, and officers and employees within the Bank/Company.

• Communicate software or processing issues with key people of each bank.
• Supervise the activity of the other customer support representatives and assist them with time sensitive or high profile software issues.
• Log and track user access levels for audit purposes.
• Design and run reports based on requested criteria from clients.
• Responsible for the evaluation of clients to anticipate future needs, recognize and resolve problems and maintain a comfortable working relationship between the team members and the clients.
• Set policies and procedures for the customer support department.
• Communicate with a professional tone, in both written and verbal formats, is a critical function of a team leader and is used to both coach and inspire.
• Must be available to assist team members in a professional and polite manner.
• Responsible for evaluating each team member’s individual work load on a daily basis to ensure appropriate response times to clients.
• Coach team members on call queue management, critical issues and how to prioritize requests and delegate requests as needed to meet client needs.
• Required to have the skills needed to be a backup capacity providing support for escalated issues.
• Consistently utilize available resources in the resolution of client requests.
• Provide support in a professional, accurate and timely manner demonstrating our commitment to client support.
• Track and report on the status of all work orders and support calls and ensure that problem resolutions are concisely documented within call tracking software and communicated to the client in a timely manner.
• Track team member’s performance and complete annual performance evaluations (also includes 90 day review for new staff).
• Insure team members properly follow time and attendance procedures.
• Verify time and work time exceptions for team members for each pay period.
• Backup Help Desk logging incoming support calls as necessary.
• Perform other duties as assigned.
• Actively participate in the sales and service culture, support the values of the organization and follow established Bank/Company policies and procedures.

• High school graduate or equivalent and six years of technology services or bank experience required; college degree may substitute for some work experience.
• Understanding of TS support and process needs and ability to manage customer expectations.
• Knowledge of DDA, Savings, CD, Loan, General Ledger, ATM/Debit Card, Platforms systems (Teller, Deposits, Loans), Voice Response, etc software applications and bank operations experience is preferred.
• Requires strong interpersonal skills, accuracy, flexibility, and good number sense.
• Requires knowledge of technology services fundamentals and strong administrative and personal management skills along with good written and oral communication skills.
• Must be proficient in PC use and must be able to handle stress, establish priorities and multitask effectively.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not…