Technology Services Manager

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At Regions, the Technology Services Manager manages the day-to-day operations of a Technology Services team for help desk services, desktop services, or telecommunication services.

Primary Responsibilities

• Manages a team of associates providing support in one or more areas within technology services
• Directs, establishes, plans, and implements the policies, processes, and procedures for team
• Oversees the coordination between various technology departments to facilitate quick resolutions for requests
• Facilitates problem resolution and ensures little or no impact occurs and minimizes impact
• Monitors issues and keeps leadership updated
• Manages the design, deployment, maintenance, support, and upgrade of technology consisting of servers, workstation, hardware, software, operating systems, distributed printers, and telecommunications
• Provides strategies that focus on business initiatives and increasing overall customer satisfaction
• Participates in continuous improvement projects on occasions
• Partners across Technology, Operations, Digital, and Data (TODD) to ensure controls are designed, implemented, and monitored to strengthen risk management, compliance, and cyber security, effectively mitigating risk to levels within the company’s risk appetite
• Ensures disciplined change management by evaluating risk and control impacts when designing or implementing changes to processes, systems, products, and/or services

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

This position is incentive eligible.

Requirements

• Bachelor's degree in Computer Science or a related field and eight (8) years of related experience
• Or High School Diploma or GED and twelve (12) years of experience

Certifications/Licensures

For positions on the desktop service team:

• A+ Certification

For positions on the help desk service team:

• Certified Help Desk Professional (CHDP)

Preferences

• One (1) year of leadership or supervisory experience
• Relevant certifications (i.e. HP, Lexmark, Cisco, etc.)

Skills and Competencies

• Ability to enhance the technical expertise of team via coaching and development
• Ability to learn additional systems as needed
• Ability to manage and lead a team
• Excellent analytical skills, detail oriented, and customer service skills
• Excellent interpersonal skills and ability to interact with all levels of management and associates
• Excellent organizational and time management skills
• Familiar with a variety of the technology concepts, practices, and procedures
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
• Strong verbal and written communication skills
• Strong work ethic and self-motivation
• Understanding of and ability to interpret applicable rules, regulations, and industry guidance

Preferred Experience:

• 10+ years of technology operations or field services leadership experience
• 5+ years leading/managing geographically distributed teams
• Experience leading enterprise technology support organizations in a regulated environment
• Experience leveraging Service Now or similar enterprise service management platforms
• Experience leading workplace technology modernization and digital employee experience initiatives
• Proven leadership driving service excellence, operational resiliency, and continuous improvement

This position is intended to be onsite, now or in the near future. Associates will have regular work hours,…