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: