Technology Support Team Manager, AVP
HybridKansas City, Missouri, United States
Job Summary
Lead a team of Technical Support Specialists delivering service to internal customers while managing projects and contributing to planning processes. Partner with IT Operations to assess deficiencies and implement, create, or update policies and procedures. Identify, interview, onboard, train, and mentor new Technical Support Analysts, providing regular coaching and feedback. Serve as an escalation point within the team, monitor and analyze operational metrics, and foster clear communication across the organization. Follow all applicable laws and regulations while performing other duties as assigned. Requires a Bachelor's degree in Computer Science or related field, 5+ years of IT Operations or End-User Support experience, and ability to participate in an on-call rotation. This role supports nbkc's mission to reimagine the banking industry through a collaborative, inclusive culture.
Required Qualifications
- High school diploma or GED
- Bachelor's degree in Computer Science or a related field, or a 2-year technical degree
- 5+ years of experience in IT Operations or End-User Support
- Experience managing the hardware lifecycle of equipment
- Experience working within a ticketing/tracking platform
- In-depth knowledge of a variety of operating systems and software platforms
- Strong analytical and problem-solving skills
- Excellent organizational and time management skills
- Ability to stay flexible and adapt to change
- Strong verbal and written communication skills
- Ability to participate in an on-call rotation
- Must provide a mobile device (BYOD) compatible with current Mobile Device Management infrastructure
Desired Qualifications
- Previous leadership experience
- ITIL experience
- Experience with ServiceNow
- Experience with patching and vulnerability management
- Experience with IP telephony and networking
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