VP - User Support Manager

Bell's Values:

As stewards, dedicated to the growth and reputation of this independently owned organization, we are committed to:

• Promoting and sustaining our family atmosphere.
• Providing unequaled personal service to each and every customer.
• "Paying it forward" by giving back to the communities we serve.

Our Bottom Line:

Happy Employees! Happy Customers!

Job Summary:

The User Support Manager role is to oversee all User Support staff and ensure end users are receiving the appropriate assistance within our defined Service Level Agreements (SLA). This includes the responsibility of managing all policies and procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of User Support functions. The User Support Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The User Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Primary Duties:

• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Assist with roadmap development for user experience across business units.
• Partner with cross-functional business units as well as external solution partners to deliver solutions and experiences that align with company goals.
• Anticipate and balance the needs of multiple stakeholders.
• Support agreed-upon solutions and assist with new product introduction and release activities.
• Establish and manage relationships with third-party strategic partners.
• Oversee an annual operating budget and ensure timely and accurate tracking.
• Seek out opportunities to drive measurable savings and efficiencies.
• Manage Teams
• Cultivate highly functional teams by communicating performance expectations, planning, monitoring and appraising job results; coaching and developing employees.
• Create leadership and organizational structures to maximize team effectiveness and decentralize decision-making authority to promote empowered execution delivering outcomes in line with expectations.
• Craft a responsive culture by promoting and encouraging adaptability, ability to anticipate disruption, and pivot quickly through prompt decision-making and disciplined risk-taking.
• Build necessary delivery competencies and attract, mentor, and groom talent.
• Manage commitments effectively while recognizing and leveraging the expertise and importance of others' critical contributions.
• Manage interdependencies across a complex set of work streams, as well as between solution partners and external teams.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides, and FAQs for end users.
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future User Support issues and technologies.
• Take responsibility for all of the work of the team.
• Demonstrate strong working knowledge of business lines, tools, and systems and how they fit together. Proactively identify risks, dependencies, and opportunities for improvement
• Demonstrate strong working knowledge of IT procedures, tools, domains, and provide input for continuous improvement
• Proactively contribute to the productivity of the team and lead continuous improvement activities
• Work flexible hours including rotating shifts to meet end user support needs, to include after hours and weekends as needed.
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Job Skills Required:

• Knowledge and skills equivalent to a two-year degree in Computer Science/Information Technology, plus five to seven years of experience working in a help desk environment providing direct support. Course work in computer networking and business-related courses are desired.
• Five (5) to seven (7) years of advanced experience working autonomously with PCs, Wyse devices, printers, and peripherals.
• Two (2) to four (4) years of experience supporting Citrix and vmWare.
• In-depth knowledge of and experience in:
• Microsoft client-based products (e.g., Windows 10, Office 2016);
• Administering antivirus, hardware encryption, proxy services, vpn access;
• Windows Deployment Services; and
• Active Directory, file and print servers.
• Excellent verbal and written communication skills. Excellent meeting facilitation skills
• Experience coaching and leading people in a fast-paced environment
• Proven experience managing large technical and business line projects
• Positive leader and motivated self-starter. Performs well in a team environment
• Ability to manage change and lead others through change in a positive, effective way
• Servant leader with a commitment to growing and developing high performing teams and individuals
• Excellent organization and time management skills with the ability to manage multiple priorities
• Experience working with all levels of leadership and directly managing stakeholder expectations
• Knowledge of and/or experience in technical concepts, business applications, project management principles and a general understanding of technology
• Industry standard (PMBOK or Agile) project management knowledge and experience required
• Industry experience with business analysis, requirements documentation, and testing planning preferred.
• Strong organizational, research, analytical and problem-solving skills are required to evaluate situations, make recommendations and take prompt, effective corrective action.

Physical Requirements:

While performing the duties of this job, the employee is required to communicate effectively with others. The employee must be able to use a keyboard, mouse, telephone, and other office equipment. The employee is frequently required to walk, sit, and to reach with hands and arms. The employee must be able to review detailed documents and read computer screens.

Lifting Requirements:

Sedentary work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Roles are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.