Western Alliance Bank

Help Desk Manager/Operations Center Manager

Req No.
Western Alliance Bank
Regular Full Time


Western Alliance Bank is looking for a Help Desk Manager with experience in the financial services industry developing and implementing operational practices that promotes an outstanding user experience. The Help Desk Manager will be responsible for the support and maintenance of all desktop applications, first/second level troubleshooting and resolution, and user voice administration within the Bank's computing environment. Management of Service Requests to resolution within established SLAs, as well as accurate reporting on Call and Ticket volumes is critical.

The ideal candidate will provide direct supervision, management, and leadership to a 10-20 person IT help desk team responsible for level 1 & level 2 Microsoft-focused support for the company's 2,000-2,500 onsite & remote users (employees, contractors, and vendors). Management experience building an IT help desk team, supporting infrastructure and tools integration is preferred. Involvement and participation in high-level project planning with IT leadership (ie: projects to implement O-365 or Windows 10, etc) and input on resource alignment and support impact for various projects may be expected.


Include the following, but not limited to:

  • Supervise a small help desk team of 10-20 agents.
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing challenges with hardware, software, networking, and other computer-related technologies. Ensure appropriate escalation, routing, oversight and resolution of requests to designated work groups
  • Coordinate with designated peer teams to support physical/virtual inventories for software and hardware, and coordinate upgrades, replacement or retirement for systems that are designated "end of life".
  • Analyze and evaluate incident reports and make recommendations to reduce help line incident rate. Maintain standard statistical reports.
  • Install, update and/or remove user-related workstation software, and establish, update, and maintain procedural Knowledge articles related to installation/upgrade processes and system/application ownership
  • Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
  • Assume accountability for the delivery of value-adding operations management services in support of approximately 10-+20 call center agents, technology professionals, and project managers.
  • Manage compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
  • Oversee center-wide human resource recruiting, training, development and retention.
  • Participate as a value-adding member of the IT Operations management team.
  • Through demonstrated individual performance, promote the highest standards of ethical and professional conduct.
  • Perform other related duties and assignments as required.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.


  • 5+ Years of Call Center / Help Desk / Desktop Support management experience.
  • Microsoft-focused IT support
  • ServiceNow or a similar ticket tracking system
  • Active Directory Computer/User administration
  • Microsoft Exchange User and mailbox administration
  • Microsoft Lync User administration
  • Cisco Call Manager/ Unity / Calabrio or similar Voice Management systems experience
  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
  • Excellent Communication and Leadership Skills


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