IT Service Manager - The Bank of San Antonio : Job Details

Job Type Full-time Description Texas Partners Bank is looking for an experienced IT Operations Manager to lead and oversee our Level I, II, and III IT Specialists. The IT Operations Manager will play a pivotal role in ensuring the smooth operation of our technical support services by managing our helpdesk team and driving continuous improvement in IT support processes. This role requires a blend of technical expertise, leadership skills, and strategic thinking. Requirements

• Oversee and manage the IT service desk, ensuring prompt and efficient resolution of incidents and service requests.
• Foster a service-oriented culture within the IT department, emphasizing the importance of customer satisfaction and timely support.
• Develop, implement, and maintain IT service management policies and procedures in alignment with industry best practices.
• Monitor and analyze service performance metrics, striving for continuous improvement and excellence in service delivery.
• Collaborate with cross-functional teams to identify and address service-related issues, ensuring minimal disruption to business operations.
• Lead and mentor the IT service team, promoting professional growth and a customer-centric mindset.
• Serve as the primary point of contact for escalated service issues, ensuring effective communication and resolution.
• Manage vendor relationships and service contracts to ensure high-quality external support and services.
• Drive initiatives to enhance the overall customer experience, focusing on proactive problem-solving and innovation.
• Ensure compliance with relevant regulations, standards, and organizational policies in all service management activities.
• Foster a culture of continuous learning and professional growth within the IT support teams.
• Collaborate with the Information Security team to ensure compliance with IT security policies relevant regulations.
• All other critical IT functions necessary to the organization's success

• Minimum of 5 years of experience in a similar role (within the banking industry preferred).
• Demonstrated ability to lead and manage a IT support team, fostering a collaborative and high-performance work environment.
• Proven expertise in IT systems administration.
• Exceptional problem-solving skills and a customer-focused approach to service delivery.
• Extensive knowledge and application of IT Service Management frameworks, such as ITIL.
• Strong understanding of cybersecurity principles and practices.
• Proficiency in networking and network administration.

• Bachelor's degree in Information Technology, business, or related field from an academic institution accredited by a regional or national accrediting agency that is recognized by the U.S. Department of Education or equivalent work experience
• At least five years of experience with preference given to those with financial services industry experience Further preference will be given to those with information security experience/backgrounds
• Knowledge of and experience with standard concepts, practices, and procedures within banking and how IT supports banking operations
• Knowledge of and experience with cybersecurity program management
• Strong written, oral, and interpersonal communication skills with demonstrated success in collaborating with diverse groups of employees and customers
• Demonstration of highest levels of integrity and professionalism in all aspects, including decision making, appearance, demeanor, and attitude
• Capability to prioritize, accept responsibility, and work within deadlines
• Superior organizational and problem-resolution skills
• Demonstrated strong commitment to customer service
• Demonstrated leadership skills including the ability to develop, motivate, and mentor staff