IT Helpdesk Manager

Come work with us:

Metropolitan Commercial Bank (the “Bank”) is a New York City based full-service commercial bank that provides a broad range of business, commercial and personal banking products and services to individuals, small businesses, private and public middle-market and corporate enterprises and institutions, municipalities and local government entities. The Bank operates banking centers and private client offices in Manhattan and Boro Park, Brooklyn in New York City and Great Neck on Long Island in New York State.

The Bank is a New York State chartered commercial bank, a member of the Federal Reserve System and the Federal Deposit Insurance Corporation, and an equal housing lender. The parent company of Metropolitan Commercial Bank is Metropolitan Bank Holding Corp. (NYSE: MCB).

For more information, please visit the Bank’s website at MCBankNY.com.

Metropolitan Commercial Bank was named one of Newsweek's Best Regional Banks and Credit Unions 2024. The Bank was ranked by Independent Community Bankers of America among the top ten successful loan producers for 2023 by loan category and asset size for commercial banks with more than $1 billion in assets. The Bank finished ninth in S&P Global Market Intelligence’s annual ranking of the best-performing community banks with assets between $3 billion and $10 billion for 2022 and eighth among top-performing community banks in the Northeast region for 2022.

About the role:

The Helpdesk Manager will provide oversight and quality control for helpdesk operations, assist in maintaining the Bank’s computer systems, and ensure that IT-related policies and procedures are up to date. This role involves ensuring efficient service delivery, managing physical and virtual workstations and overseeing mobile device management (MDM). The Helpdesk Manager supervises the IT Specialists supporting the helpdesk, workstations support and MDM functions.

Duties and responsibilities of the job include the following (but is not limited too):

• Act as the primary point of contact, intake, and triage for incoming helpdesk requests.
• Provide help desk support for trouble shooting user hardware and software issues.
• Oversee the overall performance of the helpdesk, ensuring that service level agreements (SLAs) are met or exceeded.
• Monitor and analyze helpdesk metrics to identify trends and areas for improvement.
• IT Specialists supporting the helpdesk will report to the Helpdesk Manager. Provide appropriate supervision and direction to IT Specialists.
• Ensure that end-user devices hardware, virtual desktops and software are properly configured and maintained.
• Ensure compliance with company policies and industry best practices for mobile device security.
• Provide support for mobile device users, including troubleshooting and device provisioning.
• Manage the deployment and support of new technologies and applications.
• Assist with maintaining the active directory, adding, and deleting users as appropriate. Support and maintain interface with the Bank’s telephone system.
• Perform troubleshooting correction of software issues for the Bank’s products.
• Assist vendors with trouble shooting of installed systems
• Assist with maintaining IT related policies and procedures.
• Assist with performing IT related vendor due diligence.
• Assist in coordination of projects involving the bank’s systems and premises.
• Thoroughly document all policies and procedures and post in shared environment.
• Develop and maintain standard operating procedures (SOPs) for workstation, virtual desktops and MDM support activities.
• Cross-train other IT members as needed and be available to be cross-trained.
• Responsible for managing all procedures related to collecting, prioritizing, and resolving end user requests including ongoing process review and improvement.
• Promote and maintains a positive work atmosphere by behaving and communicating in a manner consistent with professional standards to get along with members, co-workers, management, and vendors.
• Coordinate with the IT Security Operations, Infrastructure and Application support teams to ensure seamless service delivery.
• Provide ongoing coaching, mentoring, and performance reviews for the helpdesk staff.
• Manage relationships with external vendors and service providers.

Preferred experience, education, and qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8+ years of experience in IT support, with at least 3 years in a management role.
• Strong technical skills, including experience with Windows and mobile operating systems.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and prioritize tasks effectively.
• Experience with helpdesk ticketing systems and IT asset management tools.
• Knowledge of ITIL best practices.
• Certification in ITIL or a related field is preferred.
• Perform quality work within determined timeframes
• Interact professionally with other employees, customers, vendors and shareholders
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, departments, divisions, etc.
• Work on ad-hoc tasks, assignments and projects as needed

Potential Salary: $140,000 - $155,000 annually

This salary range only reflects base wages and does not include benefits, bonus, or incentive pay. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law.

Metropolitan Commercial Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Last updated on Aug 25, 2024