Technology Support Manager- Service Desk

Job Description:

At Bank of America we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients teammates communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace attracting and developing exceptional talent supporting our teammates physical emotional and financial wellness recognizing and rewarding performance and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America you can build a successful career with opportunities to learn grow and make an impact. Join us!

Position Summary

Global Internal Employee Technology Support Team Manager FTE Chandler Service Desk Location. This is a leadership role managing a frontline phone/chat team within the technology environment. Responsible for performance management hiring and termination along with awareness and contribution to overall technology service desk performance.

This role will include WEEKEND coverage. This is a leadership role within the service desk that has responsibility to oversee between 15-20 agents performance and effectiveness. Incumbent must be able to work independently take full ownership and change culture at the desk. Manage and direct agents within site. Must be able to address all issues within a timely manner while managing day-to-day operations and staff and meeting targeted delivery goals at the desk

Resource will manage associates and is responsible for hiring termination and performance management. Responsible for a team assigned to a specific initiative application operation or portion of a project. Exercises judgment within generally defined practices and policies in selecting methods and tools for obtaining solutions. May have limited budget responsibility and directs the activities of others. Typically has 5-7 years experience in leadership/IT or equivalent.

Key Responsibilities:

• Lead and support a team of 15-20 Employees/Contractors
• Manage the performance of associates including but not limited to service level adherence call/chat efficiency quality assurance incident quality and point of call resolution.
• Motivating coaching and developing associates to achieve optimal performance results.
• Performance Management
• Responsible for approving timekeeping and ensuring all administrative functions are completed by due dates.
• Address Human Resource Issues
• Service Level Management
• Outage Management
• Manager Escalations
• Address analysts performance issues
• Accountable for any work or targets set forth by the Service Desk

Required Qualifications:

• 3-5 years of experience managing a team of individuals is highly preferred
• Detail oriented and ensure all issues are recorded and acted upon
• Must be creative in the ability to motivate coach and lead others
• Excellent written verbal communication skills
• Must be able to make difficult decisions to ensure the integrity of the environment
• Ability to multitask and maintain focus on all areas of responsibility concurrently
• Understanding of workforce management processes abilities limitations and requirements
• Must have good understanding of the clients technology and processes supported within SD environment
• Must be proficient in workstation support as well as other technologies platforms and regions
• Basic knowledge of eSmart reporting system and ITSM/Remedy ticketing system
• Ability to compile analyze interpret and present complex data
• Ability to think analytically conceptually and strategically
• Must be flexible and adapt quickly to change
• Proficiency in Service Desk Operations to effectively coach your team
• Strong technical acumen
• Strong knowledge of Windows based environment/support
• Proven ability to coach and motivate others
• Ability to work in fast paced environment
• Ability to assess and prioritize work
• Ability to work in a Team environment
• Identify and implement process improvement

Job Description:
This job is responsible for managing the performance and effectiveness of Global Service Desk agents. Key responsibilities include driving day-to-day production within a contact center on technical related incidents. Job expectations may include hiring training and managing agents to handle basic trouble shooting providing exceptional customer service addressing service issues in a timely manner managing day-to-day operations and meeting targeted delivery goals of the Global Service Desk.

Responsibilities:

• Manages the performance of Global Service Desk agents based on service level adherence quality assurance incident quality and point of call resolution
• Creates an environment that reflects customer needs in order to motivate teams to exceed achievement of organizational goals by providing coaching and assistance to Global Service Desk agents
• Approves timekeeping and ensures all administrative functions are completed by due dates
• Facilitates the performance and career development of a team through performance reviews coaching and creating development plans that are needed to build competencies and skills
• Contributes to establishing the goals and objectives for the Global Service Desk team and ensures compliance of procedures and regulations
• Leads or participates in key projects impacting the Global Service Desk which may require partnering with teams across the enterprise
• Develops and implements strategies to improve service quality and call center performance

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America all managers at this level demonstrate the following responsibilities in addition to those specific to the role listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge data driven decisions simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate convey the why and connects contributions to business results.
• Risk Manager: Leads and encourages the identification escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owners mindset.
• Enterprise Talent Leader: Recruits on-boards and develops talent and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management structure and routines.

Skills:

• Leadership Development
• Performance Management
• Problem Solving
• Process Performance Management
• Result Orientation
• Customer and Client Focus
• Prioritization
• Risk Management
• Workforce Opportunity Management
• Emotional Intelligence
• Hiring and Onboarding
• Retention
• Strategic Thinking
• Strategy Planning and Development

Shift:

Hours Per Week: