IT Support Manager, Financial Services

About This Role

Supervise a team of technical support professionals, ensuring all tickets are resolved according to company guidelines and maintaining relationships with IT leadership. This role focuses on supporting the IT needs within the financial services division.

Responsibilities

• Manage team incidents and review new items (problems, incidents) assigned to their work group in the Help Desk ticketing system
• Ensure that sufficient information is available with each incident to proceed with the analysis and resolution
• Ensure all work effort is documented in the Help Desk ticketing system and remains current through closure on daily basis
• Manage escalated calls or issues ensuring timely resolution and customer satisfaction
• Communicate recurring problems to Management
• Oversee and coordinate the scheduling of contract local tech support
• Prepare and conduct team member evaluations
• Assist and coordinate IT projects as needed
• Manage and support Help Desk ticketing software
• Support, uphold and improve upon SLA performance

Requirements

• Minimum 3+ years of IT experience, network, hardware, software administration and telecommunications with remote support experience
• Bachelor’s degree or equivalent education and experience
• Knowledge of Windows 2003, 2008, 2010, 8; 10 Microsoft Office Suite 2010, 2013, Lync (Skype for Business), Cisco Firewalls & access points, Wireless communications, and VPN technologies
• Knowledge of Cisco network equipment to include Routers, Firewall and Switches
• Clear understanding of protocols and the ability to configure and troubleshoot them (TCP/IP, DNS, WINS, DHCP, EIGRP, SNMP, SMTP, FTP, VPN, BGP, Network Monitor etc.)

Qualifications

• Bachelor’s degree or equivalent education and experience
• Minimum 3+ years of IT experience, network, hardware, software administration and telecommunications with remote support experience

Nice to Have

• Mortgage industry experience preferred

Skills

* Required skills

Benefits