Manager, Service Desk

Team Overview Provides Management to the Service Desk function, reporting metrics, the Bank’s inventory function as well as TSD staff as required. Key Relationships Internal: Regular contact with all Bank staff; including Internal Audit, Compliance, Technology, and other employees. External: Direct contact with customers, software vendors, Office of Finance, consultants, Federal Housing Finance Agency, other FHLBanks, and other third parties. Reporting to the Director, Technical Services, the role manages the Service Desk at all levels and prepares and maintains the annual Service Desk budget. Essential Job Function   Manage personnel Manage the Bank’s Service Desk team . Motivate and lead the Service Desk staff through example. Train staff as required. Manage the Bank’s help desk personnel. Service Desk Responsible for proper ticket submission, ticket assignment, ticket closure, reporting to management and communication to the user. Also responsible for the creation and maintenance of the processes and procedures surrounding the help desk function. Manage the Bank’s desktop imaging process. Provide reporting or metric numbers monthly. the user. Inventory Control File Servers Perform Windows administration functions as required. Configure, implement, maintain, distribute, and document hardware and software. Monitor, manage, and document performance. Report significant capacity issues in a timely manner to the Director of Technical Services. Enterprise storage design administration and support as it relates to Windows applications. Develop and maintain disaster recovery procedures. Provide end user support as needed, to all levels at the Bank. Act as internal consultant to other IT functions and business groups as appropriate. Application Support (Client Server and Web based) Work with the vendor and user in the planning, implementation, change control, testing, documentation, performance monitoring, capacity planning, problem resolution and disaster recovery setup for internet related platforms. Design, implement and support Microsoft and other Windows implemented solutions. This includes but is not limited to MS Office 365 and MS Exchange. Provide Support for the VPN. LAN Administration Provide support and vendor interface for the LAN. Perform PC/LAN related assignments, such as budget assistance, preventive maintenance issues, support for hardware and operating systems acquired in the future, as requested by the Director of Technical Services. Fulfill administrative reporting requirements. Other Duties Attend classes and trade shows related to the Bank’s technical environment. Carry out special tasks as assigned by the Director of Technical Services. Requirements Skills Good negotiating skills. Communicates clearly and concisely, presents ideas in user-friendly language, and has strong interpersonal skills. Establishes and maintains effective working relationships at all levels. Excellent…