• Help Desk Support Manager

  • Posted: 12/01/2019

    The Help Desk Support Manager is responsible for leading the help desk team through the operational tasks of responding to technical inquiries. The Help Desk Support Manager will lead a team who provides exceptional service and support for the team members at Western. This position is responsible for overseeing the documentation of procedures performed to have ample recordings of key tasks. The Help Desk Support Manager will analyze and problem solve issues to create and implement solutions.  

    Duties and Responsibilities   

    • Team Leadership - Establish clear goals for the Help Desk team and coach team members for continuous improvement. Encourage team members to seek efficiencies, improvement in processes, and clear documentation. Foster clear, predictable and transparent communication within the team.   
    • Help Desk Management – Manage help desk ticketing process. Using Analytical and problem skills create and implement solutions to resolve issues. Utilizing analytical skills to look at trends and identify root causes of issues with both hardware and software. Escalating issues to other team members and driving resolution to issues. Reporting and monitoring of SLAs.
    • Project Management, Input and Other Responsibilities- Lead projects in relation to the help desk area including defining and documenting technology orientations for new team members, setting us computers or creating & disabling accounts, assisting team members in troubleshooting and resolving complex technical issues and other tasks and responsibilities as assigned.  

    Bachelor’s Degree in computer science, computer information systems, MIS or related field preferred. A minimum of 3 years in technology service support experience required. Three years of supervisory experience strongly preferred.  

    This is a full-time position with benefits.  

    At Western State Bank, “what” you know is important, but not as important as how you relate to teammates and customers. Our environment is based on the principles of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. We believe that our ability to deliver on our promise of being Your Hometown Bank is a result of these high standards.  

    Western State Bank is an EEO and Affirmative Action Employer. Member FDIC. 

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