IT Service Desk Manager

About the role

The IT Service Desk Manager at First Financial Bank is responsible for overseeing the daily operations of the Service Desk team, ensuring high-quality technical assistance for customers, branches, officers, and employees while maintaining strict security and audit standards.

Responsibilities

• Oversee daily ticket flow and phone support; prioritize workloads to meet Service Level Agreements (SLAs) across all FFB locations.
• Maintain rigorous standards for user access logging and security protocols to meet FDIC/OCC and internal audit requirements.
• Conduct regular 1-on-1s and annual evaluations. Coach team members on call queue management, professional communication, and technical prioritization.
• Use modern KPIs (e.g., First Contact Resolution, CSAT) to drive continuous improvement and provide mentorship for staff career development.
• Manage user access logging and tracking for audit compliance. Ensure all team activities align with Bank/Company security policies.
• Identify and implement automation opportunities to streamline routine banking support tasks and reduce manual effort.
• Design and analyze support reports to identify trends, anticipate future client needs, and implement best practice policies and procedures.
• Maintain a centralized knowledge base to ensure problem resolutions are concisely documented and shared across the team.
• Manage team attendance, on-call schedules, verify timecards, and ensure adherence to organizational values and the sales/service culture.

Requirements

• 6+ years in Technology Services or Banking Operations. Previous experience in a supervisory or "Lead" capacity is preferred.
• Familiarity with core banking platforms (DDA, Loans, GL, ATM/Debit, Teller systems) and their operational workflows.
• Expert-level use of ITSM/Ticketing software and Microsoft 365 suite.
• Strong "number sense" for reporting, ability to handle high-stress environments, and exceptional professional writing skills.
• ITIL 4 Foundation – Highly Desired
• Comp TIAA+ or Network+ - Highly Desired
• Microsoft 365 Certified

Qualifications

Highly desired certifications include ITIL 4 Foundation, Comp TIAA+, Network+, and Microsoft 365 Certified. Other qualifications include 6+ years in Technology Services or Banking Operations, previous supervisory experience, familiarity with core banking platforms, and expert-level proficiency in ITSM/Ticketing software and Microsoft 365 suite.

Skills

Essential skills include strong "number sense" for reporting, ability to handle high-stress environments, and exceptional professional writing skills. Additionally, the ability to coach team members on call queue management, professional communication, and technical prioritization is crucial.

Benefits

First Financial Bank offers a dynamic work environment where employees are challenged, valued, and empowered every day. The company strives to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change.

Pay

Details regarding pay are not specified in this job posting.

Schedule

The position is an in-office role based in Abilene, Texas, United States.