Bank IT Support Assistant Manager

Description

Participation in a rotating extended support schedule is required, currently one week per month, which includes coverage between 7:30 a.m. to 6:30 p.m. Monday–Friday and Saturday 9:00 a.m. to 1:30 p.m. Additional hours may occasionally be required to support major deployments, branch openings, or other business needs.

As the IT Support Assistant Manager, you will serve as a key leader within the Help Desk team, supporting the IT Support Manager in overseeing daily operations, fostering team growth, and ensuring the consistent delivery of proactive, responsive, and high-quality IT support. This role promotes service excellence by building team effectiveness, strengthening cross‑functional collaboration, and maintaining a customer‑centric approach to support.

• Managing daily Help Desk activities, including support queues, service levels, team workload and coverage.
• Proactively identifying opportunities to improve Help Desk processes, workflows, and operational efficiencies.
• Participating in Identity Access Management (IAM) activities, including provisioning, deprovisioning, maintaining and reviewing user access (i.e. moves, adds, changes, and deletes).
• Providing hands‑on technical support to Bank employees and assisting with troubleshooting hardware, software, and network and system access issues.
• Serving as the primary escalation point for complex end‑user support issues.
• Coordinating and performing hardware lifecycle management activities involving end‑user devices and related technology assets (e.g. laptops, desktops, printers, conference room equipment).
• Ensuring accurate inventory tracking and implementation of asset management best practices.
• Developing and maintaining support documentation, knowledge base articles, and standard operating procedures.
• Working with service providers and internal IT staff to coordinate support, troubleshoot issues, and ensure vendor‑related services operate effectively.
• Coordinating support activities related to branch openings, office moves, and technology implementations.
• Conducting visits to the Bank’s branches for purposes of IT support and hardware replacement/repair.
• Assisting the IT Support Manager with hiring, onboarding, training, and performance reviews of Help Desk personnel.
• Processing timecards of IT Support Technicians.
• Reporting system downtime, service interruptions, and other technical issues to management.
• Providing emergency technical support outside of regular banking hours as necessary.

• You have an associate's degree in information technology or similar field.
• You may have a bachelor’s degree in information technology or related experience.
• You have a minimum of 5+ years of Help Desk experience in an office environment.
• You have experience supervising and developing team members.
• You may have industry certifications such as CompTIA A+, Network+, and Security+.
• You can interact in a professional and collaborative manner with employees at all levels of the Bank.
• You have proficiency with Microsoft Windows and Office products, and Active Directory and M365 administration.
• You work with minimal supervision and have excellent organizational, problem‑solving, and decision‑making skills.
• You have strong interpersonal skills including professional etiquette and service mentality.
• You are skilled at business communication, both verbal and written.
• You have a strong professional demeanor and high regard for confidentiality.
• You can travel to other Peoples Bank locations and off‑site for meetings and/or training as required.
• You have the ability to model the Peoples Bank Mission, Vision, and Values.

This job posting is not intended to cover or contain a comprehensive list of all functions, duties or responsibilities that are required in this position. Functions, duties, or responsibilities are subject to change at any time with or without notice.

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