Director of End User Services - Ameris Bank : Job Details

Description Ameris Bank is a purpose-driven company, dedicated to bringing financial peace of mind to communities, one person at a time. Whether a customer wants to grow their business, buy a home, or feel confident in their retirement plan, they have a partner in Ameris Bank. We serve customers in our locations across the Southeast, Mid-Atlantic and nationwide through our extensive digital offerings and mobile app. Delivering financial peace of mind starts with a team that values integrity and rewards ingenuity. At Ameris, you'll find teammates who are inclusive, collaborative problem-solvers who go the extra mile to support one another and to meet every customer's needs. When teammates are empowered and bring their diverse perspectives to the table, we create the best possible outcomes for our customers. At Ameris, we know that a growth mindset is key for high performance and fosters an environment that prioritizes continuous improvement. Teammates have access to Employee Resource Groups that serve as advocates and allies as well as professional development opportunities to drive ongoing education. Learn more about our purpose and how you can bring it to life as an Ameris Bank teammate. The Director of End User Services is responsible for managing the IT End User Services (EUS) staff and ensuring that the bank's technology is operating as expected including all end users are receiving the appropriate assistance and the data center infrastructure and networks are working properly. This includes the responsibility of managing all procedures related to the identification, prioritization and resolution of end user support requests, including the monitoring, tracking and coordination of EUS functions. In addition, the Director of EUS will help coordinate all requests and SLAs for all other IT departments being tracked by the help desk system. Lastly, the Director of EUS is responsible for the general satisfaction for all Ameris Bank employees with their IT requests and resolution. The Director of EUS is the face of IT for Ameris Bank in all daily requests. Performs other projects and duties as assigned. Essential Functions, Duties, and Responsibilities: Establish and enforce EUS service levels agreements in consultation with end users to establish problem resolution expectations and timeframes. Shall be involved and participate in planning and budgeting for ITS department. Analyze performance of EUS activities and documented resolutions, identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems. Plan and conduct performance appraisals of EUS staff, administer disciplinary action, raises, bonuses and promotions when necessary. Shall be involved in the management of the engineering and security departments to ensure adequate knowledge to be able to provide ongoing leadership in the absence of the TISOM. Manage the processing of incoming calls to the EUS via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures. Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications. Monitor data center and networks operations. Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution. Track and analyze trends in EUS requests and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency. Oversee development and dissemination of help sheets, usage guides and FAQ lists for end users. Attend training seminars, conferences and trade shows to broaden knowledge of current and future EUS issues and technologies. Oversee the development, implementation and administration of EUS staff training procedures and policies. Train, coach and mentor EUS Technicians and other junior staff. Benchmark, analyze, report on and make recommendations for the improvement and growth of the network infrastructure and systems. Manage financial aspects of the network infrastructure, including purchasing, budgeting and budget review. Develop business case justifications and cost/benefit analyses for network infrastructure spending and initiatives. Develop and implement all network infrastructure policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing and service provisioning. Develop requests for proposal. Negotiate and administer vendor, outsourcer and consultant contracts and service agreements. Maintain strong understanding of the organization's goals and objectives. Required Knowledge, Skills and Competencies: Demonstrated project portfolio management skills, including project planning, budgeting and controlling processes and valuing IT investments. Ability to understand and communicate/present detailed and advanced business solutions. Ability to present ideas in user-friendly language to non-technical staff and end users. Ability to communicate up and down the management chain, providing the appropriate level of detail and focus on the right information. Exceptional knowledge of computer hardware. Deep-seated knowledge with desktop and server operating systems. Working knowledge of a range of diagnostic utilities. Proven track record of developing and providing Service Level Agreements and SOC deliverables. Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates. Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Strong attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure. Industry and Work Experience: 10 years of experience in similar IT and Help Desk management roles. Demonstrated progressive experience in the management of a technical support team. Extensive application support experience. Experienced with business and technical requirements analyses, elicitation, modeling, verification and methodology development. Academic: Bachelor's Degree in the field of Computer Science, Information Sciences or related field and/or 10 years of equivalent work experience required. Benefits Available to Employees: Ameris Bank provides a comprehensive employee benefit package to all eligible employees. Medical, Dental and Vision Insurance Ameris Bank absorbs a major portion of the cost of healthcare. You become eligible for coverage on the first of the month following 30 days of employment Life Insurance provided at no additional cost to employees Accidental Death & Dismemberment Coverage Long-Term Disability Coverage Paid Sick and Vacation Leave 11 Holidays Volunteer/Service Day Employee Stock Purchase Plan 401(k) Retirement Plan Ameris Bank matches 50% of your first 8% of contributions to the plan Flexible Spending Accounts Health Savings Account Health Reimbursement Arrangement Supplemental Life & Other Insurance Plans Identity Theft Protection Pet Insurance Legal Insurance Employee Assistance Program Employee Advocacy Program Tickets at Work (Entertainment discounts for Ameris Bank Employees) AT&T Employee Discount Wellness Discounts for Medical Premiums and Other Rewards Employee Referral Incentive Education Assistance Employee Resource Groups Banking Advantages for Employees: In addition to a wide array of benefits, Ameris Bank employees are also eligible for special bank services. Free Interest Checking Free Safe Deposit Box Free Money Orders, Travelers' Checks and Cashier Checks Discount on Mortgage Origination Fee Free Online Banking and Free Unlimited Online Bill Payment Employee Banking Perks Disclaimer: The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)