Job Title: IT Manager - Support Services Location: OH - Columbus What you'll do: Western Alliance Bank is looking for a Support Services Manager I to lead desktop support technicians and support Help Desk leadership. The organizations provide internal support for both on-premises and remote employees. The role is responsible for creating and implementing support processes to include answering inquiries, troubleshooting hardware and software issues, and user-friendly knowledge base documentation, monitoring, communication management and escalation management, performance and quality reporting and trending. The role requires experience in driving innovation while successfully managing technical resources and vendor management to support the rapid growth of our company. What we are looking for: Responsibilities: Be a champion for our customers by establishing good communication chains and ticket analysis to predict customer needs and allow for proactive issue mitigation. Overseeing the daily operations of the desktop support team - Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found. Coordinates training requirements of Help Desk and Desktop Support personnel. Provides leadership by projecting a positive attitude and providing learning incentives. Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s) Lead in design, development, implementation, and maintenance of Desktop Support and Help Desk standards and procedures ensuring all are documented, consistently monitored, and audited. Conduct routine operational reviews and process improvements. Maintain inventory of hardware and software to support enterprise. Support Sr. Executive Event and Meeting Support from a desktop support perspective. Analyze, Evaluate and recommend new desktop support technologies to leadership. Ensuring timely resolution of issues and requests in accordance with SLA's and expectations Drive efficiencies to reduce tickets and costs through automation and continual improvements. Drive big-picture goals and complete milestones while valuing and maintaining strong attention to detail. Manage 3rd party outsourced providers to meet SLA's. and SOW commitments and evaluate new vendors as appropriate. Ensure day to day operations are completed accurately and closed in a timely manner. Assist with the evaluation of new products, systems, and equipment for the centers. Manage the onboarding, hiring, training and offboarding of personnel. Builds, mentors, and manages a diverse team responsible for delivering solutions to enable the bank operations strategy. Develops, coaches, reinforce team engagement in line with mission, vision, values, goals, and performance standards of the IT organization. Establish KPI and monitor team's performance. Manage the escalation process for end-user and system-wide issues. Exposure to established contract management. Ensure security & Risk management directives are properly understood by the team and followed. Candidate will have deep understanding of technical metrics and how they map to business KPIs. Candidate will be an agent of change within the organization seeking to close any gaps between technical issues and business communications and help drive improvements through various teams. Ensure self and team support Asset Management policies and procedures. Ensure White Glove support for VIPs. Work across IT organization to identify and close gaps that create unnecessary calls into Help Desk Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of tec