IT Support Manager II - IT Service Desk

  • First Interstate Bank
  • Billings, MT, USA
  • Jan 25, 2023
Full time Information Technology

Job Description

What’s Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That’s why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

  • Accrue and use your paid time off (PTO) immediately – no waiting period – plus paid federal holidays in addition to PTO.
  • To assist employees in paying down student loan debt, we will make monthly payments of $100 directly to eligible loan service providers on behalf of our employees until the loan is paid off.
  • Our retirement plan is one of the best in the region, including a 6% employer match on your 401(k). Employees (including temporary) scheduled to work 20 or more hours per week are automatically enrolled day one.
  • The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve, and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want, and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

 

SUMMARY

Responsible for ensuring that quality customer service is provided to all First Interstate Bank departments/branches requiring enterprise platform or end user support.   Has the responsibility for all the activities associated with the identification, prioritization, and resolution of problems with all enterprise platform software and infrastructure applications.  Leads staff and ensures that all assigned applications/software used by FIB is operational during defined business hours.  Ensures that all related service requests, as well as incidents/problems, are properly documented in our service management system.

 

ESSENTIAL DUTIES & RESPONSIBILITIES include the following; other duties may be assigned.

  • Lead and/or participate in hiring, training, and staff scheduling.
  • Evaluate and mentor staff to ensure positive employee development
  • Identifies researches and resolves client problems relating to Platform software and underlying infrastructure.
  • Responds to telephone support calls, IM’s, and email.
  • Documents, tracks, and monitors problems to ensure timely resolution to client issues.
  • Assists with specific client projects, as required.
  • Work closely with all areas of FIB support, including infrastructure, desktop, IT administration, network and help desk personnel to ensure all bank software applications are running/performing as expected.
  • Required to stay abreast of technology needs and regulations of applications used by FIB.
  • Perform scheduled maintenance, upgrades and patches to assigned applications and systems.
  • Ability to understand how supported applications interact with the underlying technologies including Windows Server, SQL Server, Active Directory, network technologies, Citrix and VMware.
  • Documents procedures and guidelines.
  • May be required to work after hours and weekends to accomplish work tasks.

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

Bachelor’s degree (BA/BS) in related field and a minimum of five years’ experience in IT management. 

 

OTHER SKILLS & ABILIITIES

Must be able to work with limited supervision; Ability to multi-task and prioritize workload; Ability to solve complex problems independently; Must be a self-starter; Must be able to implement new products and services without established guidelines.

 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to walk.  The employee frequently is required to stand; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.