Technology Support Team Manager

About the role

nbkc isn’t your average bank. We take your traditional financial institution and make it better. You’ll work with some awesome, intelligent, and diverse people in a fun and forward-thinking environment and accomplish plenty of things you’ll wanna brag about. This position is @Flex (a combination of both in-office and remote work).

Responsibilities

• Lead a talented team of Technical Support Specialists as they deliver world-class service and support to internal customers.
• Manage projects and contribute to the project planning process.
• Partner with the Manager of IT Operations to assess process deficiencies and implement, create, or update policies and procedures.
• Identify, interview, onboard, train, and mentor new Technical Support Analysts.
• Provide regular coaching and feedback to direct reports.
• Serve as an escalation point within the IT Operations team.
• Monitor and analyze operational metrics.
• Foster clear and consistent communication with team members and leaders across the organization.
• Follow all applicable laws and regulations.
• Perform other duties and projects as assigned.

Requirements

• High school diploma or GED required.
• Bachelor’s degree in Computer Science or a related field, or a 2-year technical degree.
• 5+ years of experience in IT Operations or End-User Support.
• Experience managing the hardware lifecycle of equipment.
• Experience working within a ticketing/tracking platform.
• In-depth knowledge of a variety of operating systems and software platforms.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Ability to stay flexible and adapt to change.
• Strong verbal and written communication skills.
• Ability to participate in an on-call rotation.
• Must provide a mobile device (BYOD) compatible with current Mobile Device Management infrastructure.

Skills

• Previous leadership experience.
• ITIL experience.
• Experience with ServiceNow.
• Experience with patching and vulnerability management.
• Experience with IP telephony and networking.

Benefits

• Flexible hybrid work environment.
• 4 weeks PTO + 12 holidays + your birthday off.
• 401(k) with generous match and immediate vesting.
• Multiple health plan options (HSA, PPO, FSA).
• Paid parental leave.
• Wellness programs and onsite gym.
• Paid volunteer time.
• Anniversary awards at 3 and 5 years.
• Paid 4-week sabbaticals at 10, 18, and 25 years.
• Flexible work options that support work-life integration.
• Access to behavioral health advocates and an Employee Assistance Program (EAP).