Job description
Job Title:
Help Desk Manager
Location:
Block 23
What you'll do:
Western Alliance Bank is looking for a Help Desk Manager to lead our help desk support team. The help desk provides internal support for both on-premises and remote employees. The role is responsible for creating and implementing support processes to include answering inquiries, troubleshooting hardware and software issues, and user-friendly knowledge base documentation. The role requires experience in driving innovation while successfully managing technical resources to support the rapid growth of our company.
What we are looking for:
Responsibilities:
- Be a champion for our customers by establishing good communication chains and ticket analysis to predict customer needs and allow for proactive issue mitigation.
- Establish efficient Service Level Agreements between all corporate departments to enhance current support capabilities.
- Ensure all processes used by the Helpdesk are documented, consistently monitored, and audited.
- Conduct routine operational reviews and process improvements
- Drive efficiencies to reduce calls through automation and continual improvement
- Drive big-picture goals and complete milestones while valuing and maintaining strong attention to detail.
- Manage 3rd party outsourced helpdesk provider to meet SLA’s.
Qualifications:
- Bachelor’s level degree in Computer Science, Engineering, or equivalent work experience
- 5+ years as a proven customer service focused team management
- 5+ years experience managing a 24x7 Helpdesk
- 5+ years experience managing an outsourced helpdesk provider with locations in US and Offshore locations
- Hands-on experience with Service Now.
- Customer-service oriented with problem-solving skills.
- Excellent written and verbal communication skills.
- Solid technical background with the ability to provide guidance to non-technical resources.
- Experience with growing a team from the ground up.
Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
About the company:
Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.
Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email
HR@westernalliancebank.com
or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
© Western Alliance Bancorporation
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