Help Desk Manager

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.

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.

• 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 , Microsoft 365, multi-factor authentication, and related identity and access management technologies.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, One Drive, and related collaboration…