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IT Service Desk Manager – Franklin, TN

Reliant Bank is a full-service commercial bank that provides customer service from its website, mobile app, via telephone and from 27 retail locations in Cheatham, Davidson, Hamilton, Hickman, Maury, Montgomery, Robertson, Rutherford, Sumner, and Williamson Counties in Tennessee. Reliant offers a variety of deposit, lending, and mortgage products and services to business and retail customers. The bank’s vision is to be the best financial institution at building and being a part of the communities served, one customer at a time. The company intends to continue building the Reliant brand across its markets and remains committed to building long-term value for its shareholders. We are currently seeking an IT Service Desk Manager in Franklin, TN. This presents an excellent opportunity for a motivated professional to work in a challenging and rewarding environment. This exempt position reports to the SVP, CIO & Director of IT and Systems.

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PURPOSE OF JOB

The IT Service Desk Manager will be responsible for the direct supervision of the service desk team and end user systems. This individual plans, coordinates and supervises the daily operations and workload for IT service desk team, ensuring adherence to departmental policy and procedures and provides metrics on IT Service desk activities, performance and operations.

JOB DUTIES AND RESPONSIBILITIES

  • Plans, installs designs, implements, and maintains the desktop, application, printing, copying, and other endpoint systems
  • Provides prompt resolution to escalations of endpoint technical issues including root cause analysis of incidents
  • Builds a highly proficient Service desk team ensuring that staff can support current and future technologies
  • Manages staff, including hiring, training, and scheduling technicians
  • Serves as a key member and technical resource of the bank’s Disaster Recovery and Incident Response Teams
  • Monitors response times, evaluates customer satisfaction levels and makes recommendations for improvement
  • Reports on internal and external service-level agreements
  • Participate in and coordinate other projects as assigned
  • Works collaboratively with the bank’s Chief Information Security Officer to establish and maintains a strong security posture
  • Serves in a “lead by example” role to all bank employees in understanding sound IT practices
  • Partners with Operations and internal clients to understand known issues and implement improved processes, address and diagnose performance and stability, and ensures good testing processes and standards
General
  • Utilizes technical skills and understanding to lead and manages various IT projects utilizing in-house and outsourced staffing resources
  • Takes leadership in owning issue resolution and driving issues to completion
  • Ensures that incident, problem management, processes, procedures, and standards are adhered to
  • Embraces continued new products and technologies learning
  • Promotes the Bank’s products and services whenever possible; participates in bank sponsored events, and networking and volunteer opportunities.
  • Provides service that aligns with Reliant Bank’s Brand Promise: We are a growing community of friends – one relationship at a time

JOB REQUIREMENTS AND QUALIFICATIONS

  • College degree with an emphasis in Business Administration, Financial, Accounting and/or Information Technology preferred
  • Minimum five years of experience in a Service Desk environment or support role
  • Minimum three years of experience managing IT service desk teams
  • Strong leadership, technology, analytical and communication skills
  • Financial Services or Banking industry experience preferred
  • Desired Certifications: Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCIT)
  • Excellent analytical and problem-solving skills
  • Ability to communicate effectively through writing, speaking and listening
  • Ability to travel to Reliant Bank location throughout footprint
  • Valid Tennessee Driver’s License, dependable transportation, excellent driving record, and automobile insurance required ($100K/$300K/100K)
  • Ability to work occasional weekends and evenings as needed
  • Ability to work independently as a self-starter, and within a team environment
  • Demonstrates a commitment to accuracy and quality while meeting goals and deadlines
  • Ability to work with Business Analysts and Vendors to understand all application layer functions related downstream business processes

Reliant Bank offers competitive compensation and full benefits including medical, dental, vision, health savings accounts, flexible spending accounts, life insurance, short term disability, long term disability, and 401(k).  Qualified candidates may submit their resume via https://secure.entertimeonline.com/ta/InpReliant.careers?ApplyToJob=352468673 .

 

Reliant Bank is an Equal Employment Opportunity/Affirmative Action Employer.

 

 

 

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