Lead Technology Support Engineer

Description

About Us

Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands;
Capital Bank Home Loans and Open Sky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 5 out of 6 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

Position Purpose
The Lead Technology Support Engineer is responsible for overseeing the operations and performance of the IT service desk team within the Bank. This role involves managing the day-to-day activities of the service desk, ensuring efficient and effective resolution of technical issues, and delivering exceptional customer service to end users. The Lead Technology Support Engineer is also responsible for developing and implementing IT service desk strategies, policies, and procedures to enhance service delivery.

Position Responsibilities

• Team Management:
  • Lead and supervise the team of service desk support engineers, providing guidance, support, and coaching.
  • Set performance goals and conduct regular performance evaluations.
  • Foster a positive work environment that encourages collaboration and continuous improvement.
  • Manage resource allocation, workload distribution, and scheduling to ensure optimal service desk coverage.
• Service Desk Operations:
  • Oversee the day-to-day operations of the service desk, ensuring timely response and resolution of IT issues.
  • Monitor service desk metrics and KPIs to evaluate performance and identify areas for improvement.
  • Coordinate with other IT teams to resolve complex technical issues and escalate problems when necessary.
  • Maintain knowledge base and documentation of common issues and solutions for efficient problem resolution.
  • Identify trends;
    Evaluate, recommend, and implement new technologies in support of business and IT objectives.
• Customer Service:
  • Promote a customer-centric approach within the service desk team, focusing on delivering excellent customer service.
  • Ensure timely and effective communication with end users regarding the status and progress of their IT requests.
  • Handle escalations and customer complaints, working to resolve issues and provide satisfactory solutions.
  • Identify trends in user feedback and implement proactive measures to improve customer satisfaction.
• Regularly assess service desk processes, tools, and technologies to identify opportunities for improvement.
• Stay up-to-date with industry best practices and emerging trends in IT service management.
• Implement service desk enhancements and initiatives to optimize efficiency and service quality.
• Provide recommendations to senior management on service desk improvements, including staffing, training, and technology upgrades.
• Reporting and Analysis:
  • Prepare and present regular reports on service desk performance, including ticket volumes, response times, and customer satisfaction.
  • Analyze data and metrics to identify patterns, trends, and areas requiring attention.
  • Use insights from data analysis to drive process improvements and operational efficiency.
• Coordination of new employee onboarding including account creation and laptop imaging.
• Assist with management and administer systems to track business assets.
• Manage the hardware lifecycle to meet business requirements within budget.
• Assist with and support the use of technology for conferences both physical and virtual.
• Administer the service management systems.
• Required to be on-call as needed for emergency situations.
• Other responsibilities and duties, as assigned.

Minimum Education & Experience Required

• A minimum of 5 years’ experience in related field.
• A minimum of 3 years’…