IT Service Delivery Manager

Champaign, Illinois
Apr 27, 2023
May 28, 2023
Full Time

Additional Duties:

  • Manage IT Service Desk associates to ensure they respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner.
  • Partner with IT Technical Support Manager to ensure software and hardware troubleshooting procedures are up to date.
  • Oversee escalated troubleshooting tasks and works with team members on problem recognition, correlation and notification.
  • Maintains and open line of communication regarding events and follow-ups.
  • Proactively determine ways to improve support/service and reduce the number of inbound calls and low value support.
  • Work with IT Service Desk associates with problem resolution and information gathering, determining needs and conducting research to find a correct solution.
  • Assist Executive Team as needed.
  • Oversee installation and/or upgrade of software, hardware, and Operating Systems and engages IT Technical Manager and system admin team(s) as necessary.
  • Assist with ensuring hardware inventory is maintained.
  • Oversee daily incident metrics and ensure metrics are within IT's Service Level Agreement.
  • Drive technical innovation while promoting a team building environment.
  • Supervise and evaluate IT Service Desk associates performance.
  • Set objectives and deadlines for IT Service Desk Associates, formulates plans and project that increase efficiencies.
  • In tandem with the IT Service Manager, strategically plan and implement interactions and activities that foster employee retention.


Knowledge of:

  • Strong oral and written communication skills
  • Hardware and software programs
  • Mobile devices (iPad, iPhone, Android, etc.)

Ability to:

  • Maintain confidentiality of Bank and customer information
  • Take independent action within established options and develops new procedures and approaches to problems when necessary
  • Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
  • Maintain visual attention and mental concentration for extended periods of time
  • Perform duties and make decisions with patience and tact under frequent time pressures
  • Frequently lift and carry computer equipment with the average of 20 pounds
  • General office equipment including PC's, hardware, and software. Any necessary Agent payment processing equipment, Service Desk/Call Center equipment, etc.


  • Requires Associate degree or equivalent work experience.
  • Requires 3 or more years of related technical support experience.
  • 1 or more years of experience in a supervisory position or equivalent leadership experience preferred.
  • Requires advanced knowledge of Microsoft Office.


Duties are performed in an office setting and include physical demands such as the manual dexterity and skill to operate standard office equipment. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this position.

The above statements are intended to describe the general nature of work being performed by people assigned to this job. They are not intended to be considered an exhaustive list of all responsibilities, duties, and skills of the people so classified.

Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors.

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