Technology Support Manager

The Technology Support Manager will proactively develop and implement best practices, services and procedures for the Technology Support Desk. Establish and report on key metrics to drive Information Technology (IT) excellence across incident management, request management and knowledge management. Ensure proper administration of the company's Service Desk and asset management systems. Provide leadership and oversight within the Technology Support Desk team.

• Manage and coordinate day-to-day support activities of the Technology Support team.
• Ensure that service levels are achieved and employee expectations are met or exceeded.
• Develop and monitor Technology Support processes and tools to ensure proper handling and remediation of all issues raised to the Service Desk to ensure incidents and requests are fulfilled within targeted SLA.
• Provide strategic guidance on implementation and execution of team initiatives.
• Motivate and lead a high performing team; attract, recruit and retain Technology Support team members.
• Foster a success-oriented, accountable environment.
• Mentor team members utilizing Strengths Based Leadership objectives.
• Clearly communicate performance expectations to team members and address any deficiencies in a timely manner.
• Coordinate new user setup and onboarding.
• Manage and maintain asset inventory of all workstations, mobile devices and printers.
• Coordinate asset replacement schedules to ensure equipment stays up-to-date and operates effectively.
• Manage software licensing and installations, including management of Microsoft Office 365 logins and system access.
• Act as the lead on security updates and patching process of all workstations in the network.
• Serve as the liaison with third parties for technical systems, implementation systems and programs as needed; resolve issues and provide training.
• Train and develop Technology Support team members in all areas of job responsibilities, including software and related updates.
• Ensure department activities comply with laws, regulations, industry best practices and Bank policies.
• Prioritize workflow and projects for self and team consistent with the Bank's strategic and business plans.
• Monitor workflow and operational efficiency in order to recommend process improvements which streamline business processes, increase efficiencies and remove redundancies.
• Provide data and reporting of Key Performance Indicator's (KPI's) and trends to Director of IT; develop strategies for improvement of the metrics.
• Manage and maintain after-hours support schedule for Technology Support team.
• Develop and maintain written departmental policies and procedures.
• Interact with internal and external clients while providing extraordinary service.
• Develop and maintain trusted, positive relationships with employees, clients and vendors.
• Represent the Bank and Information Technology team in a highly professional manner.
• Complete job assignments in a professional, timely and efficient manner; organize and prioritize work.
• Maintain confidentiality; adhere to CrossFirst Bank policies and procedures; comply with laws, regulations, and industry best practices.
• Reliable and predictable attendance; both onsite and remote.

• Proven ability to mentor and direct the work of others in a way that provides quality customer service.
• 5 plus years of IT work experience.
• Experience working with and supporting Microsoft technologies, including, but not limited to, Active Directory, Group Policy, DNS and DHCP.
• Experience managing workstation patching and updates, including Microsoft and third-party applications.
• Knowledge of web content filtering, email security gateways and mobile device management platforms
• Experience managing asset lifecycles and inventories.
• 2+ years of experience managing IT Technology Support and/or call center team preferred.
• Experience handling high-priority, escalated issues with a calm demeanor.
• Ability to work effectively with all levels of the organization.
• Experience in a banking or financial services environment preferred.
• Bachelor's Degree in Computer Science or Management Information Systems courses preferred or equivalent work experience.
• Industry standard IT certifications preferred (Microsoft, Cisco, Network+, A+, etc.)

  CrossFirst Bank is proud to be an Equal Opportunity Employer.

  CrossFirst Bank does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of CrossFirst Bank without an authorized search agreement will be considered unsoliciated and the property of CrossFirst Bank. We respectfully request no phone calls or emails.