Career Opportunities with FirstBank

Tennessee’s premier community bank, dedicated to meeting our clients’ needs – big and small.

Careers At FirstBank
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FirstBank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

HelpDesk Manager

Territory: Nashville, TN

The HelpDesk Manager at FirstBank manages a team of distributed support personnel providing “Tier 1” support to approximately 1,500 Associates. The HelpDesk Manager drives stability, and employs Best Practices to maintain and support the user technology platforms for the bank. The Manager must maintain a solid working knowledge of IT within the banking industry, while leading and developing a diverse and widespread support team.

RESPONSIBILITIES 

The following responsibilities for this position include:

  • Understand the critical importance of service to FirstBank's business, IT support functions and systems.
  • Manages team of Tier 1 support personnel who troubleshoot and resolve IT issues.
  • Ensure the HelpDesk staff uses the required tools and software to identify, document, track and resolve reported problems.
  • Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time.
  • Management of IT aspects surrounding staff on-boarding and off-boarding efforts, following established processes and procedures.
  • Demonstrate calm diplomacy and professionalism under pressure during rapid change, conflicting demands and crisis management.
  • Analyze HelpDesk activities and develop tools and process improvements to optimize service and staff performance.
  • Assess performance, develop improvement plans and implement solutions to drive continuous improvement for the team.
  • Collaborate with other IT Service Delivery leaders and business operational support teams to ensure services exceed client expectations.
  • Build high performance teams through staff development, recruitment and retention to support growing business needs.
  • Travel frequently between FirstBank locations (in-state, day trips) to support and oversee team operations.

EXPERIENCE AND   EDUCATION REQUIRED 

Experience

  • 3-5 years of progressive IT experience in Support, Service Delivery, or Technology Management
  • 2+ years previous supervisory experience, preferably in a HelpDesk/Service Desk or other IT support organization
  • Experience in the banking/finance industry highly desirable

Education

  • Bachelor’s degree in Computer Science, Information Technology, Accounting, or a related field (work experience may offset)
  • ITIL Foundations desirable

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