Lead Service Center Engineer

At Midland States Bank base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education skills internal equity and experience. This position offers additional compensation in the form of short-term incentives (i.e. bonus and/or commission) and may include long-term incentives (i.e. stock awards). Benefits for this role include comprehensive healthcare well-being benefits paid family leave as well as generous paid time off. Total Rewards also include banking perks an Employee Stock Purchase Plan 401K plan with company match and may include the opportunity to participate in our Non-Qualified Deferred Compensation plan. Incentives and benefits are subject to eligibility requirements.

Salary Range: $64000-$85000/annually

Position Summary

In the role of Lead Service Center Engineer you will take the lead in mentoring a team of service center engineers guiding and supporting their day-to-day activities and ensuring the team meets service level agreements. As a point of contact for escalations and critical issues you will be responsible for maintaining a high standard of support services. Your role involves conducting regular team meetings and collaborating with IT management to implement service center strategies. Additionally you will play a pivotal role in continuously improving service center processes and workflows. With in-depth knowledge of ITIL (Information Technology Infrastructure Library) processes this role will contribute to the overall efficiency of our IT support structure. This position is an individual contributor role and a key contributor to the success of our IT service operations.

Primary Accountabilities

• Guides and mentors a team of service center engineers advising and supporting day-to-day activities.
• Ensures the team meets service level agreements and resolves incidents within defined timeframes.
• Presents updates during regular team huddles to discuss goals priorities and ongoing projects.
• Communicates effectively with team members providing feedback and guidance.
• Collaborates with the Service Center Manager to assess and enhance team performance contributing to a culture of continuous improvement.
• Proactively identifies areas for team performance improvement as well as acknowledges achievements within the team promoting a positive and motivating work environment.
• Collaborates with Service Center Manager to implement service center strategies and align with organizational goals.
• Contributes to the development of service center policies and procedures.
• Continuously improves service center processes and workflows to enhance efficiency.
• Identifies opportunities for automation and optimization of support services.
• Serves as a point of contact for escalations ensuring timely and effective resolution.
• Collaborates with other teams to address critical incidents and challenges.
• Develops and delivers training programs for the service center team.
• Facilitates knowledge-sharing sessions to enhance the teams technical capabilities.
• Contributes to the strategic planning of the service center aligning activities with organizational objectives.
• Provides insights and recommendations for continuous improvement.
• Participates and oversees on-call support as part of a rotation schedule ensuring adequate coverage.
• Coordinates responses to critical incidents outside regular working hours.
• Ensures the team follows ITIL processes for incident problem and change management.
• Upholds service center standards and contribute to their improvement.
• The role requires occasional travel for training and team meetings and willingness to travel periodically to locations within market as needed.
• May require work in a Midland office to ensure collaboration and support of internal and external customers.
• Maintain compliance with all applicable regulations including but not limited to the Bank Secrecy Act (BSA).
• Other duties as assigned.

Position Qualifications

Education/Experience:

• Associate degree in an IT related field; Bachelors degree and/or relevant technical certification(s) strongly preferred.
• 5 years of experience in IT support with at least 1 year in a leadership role.
  • Demonstrated ability to provide technical leadership and act as an escalation point.
• Strong understanding of ITIL processes.
• Experience with various ITSM systems. (Service Now Experience is recommended.)
• Experience with I.A.M. systems. (Okta experience is recommended.)
• Ability to handle high-pressure situations and make informed decisions.
• Experience in strategic planning for service center operations.
• Certifications such as ITILv4 Foundations CompTIA A Microsoft Certified Professional (MCP) or equivalent are desirable.
• Demonstrated experience in continuous improvement initiatives.
• Strong oral written and interpersonal communication skills.
• Strong organization and time management skills.
• Strong attention to detail.
• Ability to work independently and collaboratively as part of a team.

Competencies:

• Business insight
• Cultivates innovation
• Drives results
• Makes sound decisions
• Being a brand champion
• Collaborates
• Communicates effectively
• Customer focus
• Being Authentic
• Emotional Intelligence
• Self development
• Being flexible and adaptable

At Midland States Bank we believe that when we can bring our whole selves to work each day we become happier more comfortable more confident and more excited to do great things for our customers each other and our company. Were proud to be an Equal Opportunity and Affirmative Action employer. At Midland we recruit employ train compensate and promote without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. If you are looking for a place to grow we encourage you to apply at Midland States Bank because you belong here.

If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to Midland States Bank Human Resources at.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT