Reporting to the Chief Technology Officer, this position provides planning, direction and development for all client support functions. Develop and ensure key service performance indicators are met in an efficient and cost effective manner and in accordance with established policies and procedures.
Provide hands-on management and direction for a dedicated team providing first-tier and second-tier support to HarborOne Business Units. Ensures issues and requests are addressed efficiently and in a timely manner.
Identify and maximize the use of process and technology platforms to improve internal customer experience and facilitate communication of status and resolution of issues including management of ticketing system.
Establish appropriate service levels and utilize reporting and metrics to identify and address areas requiring attention to meet internal customer needs and expectations
Meet with and provide regular reporting to the business in regards to issue tracking and resolution
Ensure timely deployment and refresh of desktops, laptops, devices, and mobile devices.
Manage software requests and deployments for desktops, laptops and other devices, including management of images and software through existing platforms and tools
Manage and maintain software and hardware inventory per regulatory requirements
Manage and maintain schedules and appropriate resource levels to meet customer needs
Create an effective and efficient team through communication, feedback and appropriate management practices including regular staff meetings, monthly one-on-ones, ongoing performance management and appropriate salary recommendations.
Consistently, coach and develop technical team for continuous improvement in service performance and delivery.
Communicate, develop and provide technical guidance and coaching to ensure that customers’ requests and issues are addressed efficiently and in a timely manner.
Recommend improvements. Update policy and procedures.
Adhere to all HarborOne Bank Policies and Procedures and relevant Regulations.
Assist the SVP / CTO with strategic planning, budget review, preparation, and other duties as required.
Manages Infrastructure Analysts in the customer service area. Responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include mentoring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; interviewing and hiring.
Compliance: Maintain an excellent understanding of applicable regulations and laws. Maintain an up to date understanding of bank policies and procedures as they relate to compliance.
Complete appropriate compliance training and ensure staff complete all relevant compliance training and have an understanding of procedures related to their position.
Work in conjunction with the VP TSG and AVP TSG to ensure customer service and division needs are met.
Education and/or Experience
At least 3 years of recent management experience in Technical Support Customer Service role in a financial institution. Bachelor's degree (BA) from a four year college or equivalent technical certification(s) is preferred.
Expert hands on, technical skills as related to desktop and laptop technologies including but not limited to device configuration, operating systems, Active Directory, Microsoft Office applications (including, Outlook and Skype for Business) and similar applications. Senior level technical skills as related to system imaging and software deployment tools. Microsoft SCCM experience preferred. Must have a high level of independent problem solving and judgement decision related to customer, system issues and employee situations and the ability to resolve complex problems and independently research issues. Excellent organization skills and the ability to prioritize work and manage time efficiently. Strong attention to detail skills. Can monitor work to ensure quality, accuracy, and thoroughness. Strong ability to multi task in a high impact, high volume area.
The qualified candidate must have a proven track record of excellent interpersonal, written and verbal communication skills with the ability to effectively assist customers and lead a team. Ability to read, analyze, and understand various procedures and governmental regulations. Ability to write reports, business correspondence, and procedure manuals.