Description

You will lead and manage daily operations for Level 1 and Level 2 support teams.

Responsibilities

• Coordinate daily activities of Level 1 and Level 2 support teams.
• Serve as the primary escalation point for complex or high-impact technical issues.
• Troubleshoot advanced problems across banking apps, network connectivity, desktops, and security tools.
• Train, mentor, and coach service desk analysts while leading performance reviews.

Required Skills

• 4–6 years of IT service desk or technical support experience, including 1–2 years in a leadership role.
• Strong understanding of the ITIL framework for incident and request management.
• Proficiency with ticketing systems such as ServiceNow.
• Experience supporting financial institutions or U.S. banking systems is strongly preferred.
• Expertise with Windows OS, Microsoft 365, and Active Directory/Azure AD.
• Familiarity with VPN, MFA, and secure remote access protocols.
• Ability to manage incident escalations in time-sensitive, regulatory environments.
• Bachelor's degree in Information Technology or a related field.

Key Skills

Education

Bachelor's degree