IT Support Manager II - IT Service Desk - Billings

  • First Interstate Bank
  • Billings, MT, USA
  • Jul 01, 2024
Full time Banking Computer Science Customer Service Entry Level 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.

  • Generous Paid Time Off (PTO) in addition to paid federal holidays.
  • Student debt employer repayment program.
  • 401(k) retirement plan with a 6% match.
  • 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, IMs, 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.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.