Help Desk Operations Manager

• Lead, manage, coach, and develop a team of approximately 10 Help Desk Specialists
• Conduct performance coaching, career development conversations, and recognition activities
• Foster an inclusive, collaborative, results-oriented team environment
• Oversee daily service operations, including inbound calls, chats, and case management activities
• Monitor queue performance and staffing needs
• Ensure service level commitments, productivity goals, and quality standards are achieved
• Analyze operational metrics and trends to identify process enhancements and improve efficiency
• Promote a customer-centric culture focused on responsiveness, accuracy, and first-contact resolution
• Support resolution of complex client issues and escalations
• Partner with internal teams to ensure a seamless customer experience across Treasury Management products and services
• Evaluate client feedback and improve service delivery
• Support new initiatives, operational improvements, and business transformation efforts
• Implement process enhancements and champion organizational changes
• Support clients using Single Point Treasury Management, commercial online banking, digital banking, payment and transaction, user administration, and operational servicing solutions

• Bachelor's degree or equivalent work experience
• Several years of leadership, operations, customer service, or contact center management experience
• Demonstrated ability to coach and develop employees
• Experience managing performance metrics and service delivery objectives
• Knowledge of Treasury Management products and services
• Experience leading a contact center, help desk, client servicing, or operations team
• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal, written, and interpersonal communication skills
• Experience working in a fast-paced, performance-driven environment
• Experience supporting transformational initiatives or new team launches
• Knowledge of digital banking platforms and client-facing technology solutions
• Proven ability to balance employee engagement, operational performance, and client experience
• Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies

Demonstrates strong leadership in managing and developing teams while ensuring high service delivery standards in Treasury Management. Capable of analyzing operational metrics to drive process improvements and enhance customer experience.

• Team Leadership
• Performance Management
• Treasury Management Knowledge
• Analytical Problem-Solving
• Customer Service Excellence

• Performance Metrics Management
• Operational Efficiency Analysis
• Process Enhancement Implementation
• Client Servicing
• Digital Banking Solutions

• Coaching and Development
• Interpersonal Communication
• Decision-Making
• Collaboration
• Employee Engagement

• Help Desk Management
• Contact Center Operations
• Customer-Centric Culture
• Service Level Commitments
• Business Transformation

• Single Point Treasury Management
• Commercial Online Banking
• Digital Banking Platforms