IT Workplace Support Manager

Zions Bancorporation’s Enterprise Technology and Operations (ETO) team is transforming what it means to work for a financial institution. With a commitment to technology and innovation, we have been providing our community, clients and colleagues the best experience possible for over 150 years. Help us transform our workforce of the future, today.

We are seeking an IT Workplace Services Manager to manage two affiliates regionally and also work with other IT Workplace Services Managers that support the entire the enterprise Field Services team.

We Create Success for Our Customers. The IT Workplace Services Manager is responsible for delivering quality service to internal customers by providing a single point of contact for problems and inquiries in the use of applications, hardware, or software support of internal users contacting the Service Desk for assistance with either service requests or incidents as defined in accordance with the Service Desk Procedure.

Reporting to the Manager, IT Workplace Services Management, the IT Workplace Services Manager will:

• Function as the subject matter expert for the group
• Have day to day working level supervisory responsibilities
• Deliver quality service to internal customers by providing a single point of contact for problems and inquiries in the use of applications, hardware, or software
• Receive and/or direct calls, analyze software and hardware, prioritize the most complex problems, resolve problems and/or direct the inquiries to the appropriate Network personnel
• Interview callers to understand procedures followed and source of error
• Perform diagnostic procedures to identify source of problem, if necessary, escalate to a higher level of expertise by completing a trouble report that specifies nature and location of problem
• Recommend changes to software and hardware by tracking frequently occurring problems
• Assist Data Security Administration in functions relating to change control
• Train, supervise and mentor field services team
• Handle other duties as assigned

Technical Experience and Qualifications:

• Supervisory or lead experience required to supervise, lead, train and mentor field services staff
• 4+ years with IT hardware, software, computer applications, networks and technical customer support including but not limited to field services and queue management processes, procedures and technique and requires a High School diploma or equivalent college or associates degree.
• Expert knowledge of application software including current Windows OS with experience with the MS Office suite, networks, PCs LANs, terminals and telephones
• Experience with Audi/Video troubleshooting a plus
• Experience in troubleshooting PC's, and laptops with an Active Directory environment
• Must have excellent customer service, problem solving and communication skills
• Ability to assist managers and teams to make appropriate corrections and/or recommendations
• Must be able to meet deadlines and lead technical field support staff
• Ability to set and maintain high quality work standards and deal effectively with people in various job capacities
• This position will require travel throughout the Salt Lake Valley. Candidates must show proof of a valid and acceptable driving record. Travel will be necessary to service our remote branches in and outside of Denver with personal vehicle.
• Must have the ability to multitask, have solid problem resolution and customer service skills with great attention to detail
• Ability to handle day to day workplace issues

Location

9775 Clairemont Mesa Blvd, San Diego, 92124 or 601 Union Street, Suite 3600, WA 98101

Pay Range: $70,000-$80,000 (Based on relatable skills/experience)

Benefits:

• Medical, Dental and Vision Insurance - START DAY ONE!
• Life and Disability Insurance, Paid Parental Leave and Adoption Assistance
• Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts
• Paid Training, XX days of Paid Time Off (PTO) and 11 Paid Federal Holidays
• 401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience
• Mental health benefits including coaching and therapy sessions
• Tuition Reimbursement for qualifying employees
• Employee Ambassador preferred banking products

Apply now if you have a passion for impactful outcomes, enjoy working collaboratively with co-workers, and want to make a difference for the clients and communities we serve.