Information Technology Help Desk Supervisor - RCB Bank : Job Details

RCB Bank has been a responsible employer since 1936, standing firm on moral and ethical principles as a bank and as an inclusive employer while fulfilling our commitment to excellence. Operating with values such as integrity, respect, sincerity and honor, RCB Bank is an equal opportunity employer, striving to hire diverse employees who meet high standards of character, education and occupational qualifications. RCB Bank is dedicated to building Relationships, contributing to our Communities, and embracing our Boldness!With over 60 locations, RCB Bank offers a variety of excellent career opportunities in Oklahoma and Kansas. We offer full-time and part-time opportunities along with a comprehensive benefit package (eligibility requirements apply). POSITION SUMMARY: This position is responsible for overseeing the day-to-day operations of our IT Help Desk team, ensuring timely and efficient resolution of technical issues while providing exceptional customer service to our internal usersESSENTIAL FUNCTIONS:

Supervise and mentor a team of IT Help Desk technicians, providing guidance, support, and training as needed to achieve Information Technology department tactical and strategic goals.

Hire, train, lead, manage, schedule, develop and evaluate the performance of direct reports while ensuring all compliance requirements are being followed within the department.

Provide leadership and technical assistance to the Help Desk Team to improve service to our internal customers.

Manage the ticketing system to ensure all incoming support requests are assigned and resolved in a timely manner, meeting or exceeding established service level agreements (SLAs).

Monitor team performance metrics, including ticket volume, resolution time, customer satisfaction, and first contact resolution rate, and implement strategies for continuous improvement.

Serve as an escalation point for complex technical issues, providing hands-on assistance and guidance to team members as needed.

Coordinate with other IT teams and departments to ensure seamless communication and collaboration on technical projects and initiatives.

Provide telephone support coverage and support internal bank users by resolving problems associated with technology like computer hardware, core applications business applications, and network.

Direct the Help Desk Team in image/rebuild and/or deployment of PCs and laptops when necessary; install, troubleshoot, and repair computer hardware as needed; travel to Branches for PC problems/installs; work with the provider for Technical Support

Analyze recurring problems and communicate trends to management.

Conduct regular performance evaluations for team members, providing constructive feedback and identifying opportunities for professional development and growth.

Retain ownership of issues, escalating to the appropriate internal group or external vendor for resolution.

Develop and maintain documentation, knowledge base articles, and standard operating procedures (SOPs) to facilitate efficient problem resolution and knowledge sharing among team members.

EXPERIENCE:3 years' experience with leading team members preferred.3 years' experience with PC hardware and software.EDUCATION, CERTIFICATIONS & TRAINING:High school diploma or GED required.Bachelor's degree in business information technology or related field or equivalent experience preferred.JOB-SPECIFIC SKILLS & KNOWLEDGE:

• Supervise Bank Technology Support personnel.
• Knowledge includes, but is not limited to network, servers, PCs, printers, Windows operating systems, Microsoft Office Suite, SharePoint, and Internet Browsers.
• Must be able to manage multiple projects to include leading teams and providing guidance to other staff members.

• Position requires support experience in a similar environment with proven problem-solving skills.
• Must have a strong commitment to providing superior customer service and teamwork.
• Excellent written and verbal communication skills.
• Must be able to operate in a high stress, production environment and meet established deadlines.
• An understanding of the respective business units' needs and the ability to provide application and/or technical solutions to business problems is essential.
• Must possess a thorough knowledge of the hardware and software utilized within the branch environment.
• Organizational and change management skills.

RCB Bank is an EOE. We offer EEO to all persons without regard to race, color, religion, age, marital or veterans' status, sex, national origin, physical or mental disability, or any other legally protected class.