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Overview

First National Bank of America is seeking a motivated and confident leader to fulfill the role of IT Service Desk Supervisor. Interested candidates should be passionate about leading a technical team and providing exceptional customer support. This position has a strong focus on supporting the needs of our customer - the internal business.

Location: On-site at our East Lansing, MI office

*Remote is not available

Responsibilities

• Manage the day-to-day operation of the IT Service Desk to ensure timely and professional service. Mentor and coach Service Desk Technicians to bolster team knowledge and skillsets.
• Track KPIs to ensure SLA coverage and success. Evaluate and document staff performance. Exemplify IT Service Management best practices.
• Be a strong leader who fosters collaboration and accountability.
• Occasional on-call shifts as required.

Qualifications

Required experience:

• 1+ years professional experience as a Service Desk Supervisor or senior/lead Technician, or comparable work experience. Strong understanding of ITSM best practices such as ITIL and Agile.
• Excellent organizational skills and attention to detail.
• Excellent verbal, written and interpersonal communication skills.
• Ability to prioritize work based on severity, impact, and the current needs of the business.
• Familiarity with documenting and tracking work in a ticketing system.

Desired experience:

• 2+ years experience in an IT mentorship or lead-technical role.
• Experiencing with setting and tracking SLAs, and reporting upon metrics.
• ITIL v4 Foundations or comparable certification.
• Familiarity with Atlassian products like Jira and Confluence.

Employee benefits

• Medical - Multiple plans to choose from including HSA and traditional. Premiums as low as $0.00
• Dental - Premiums as low as $0.00
• Vision - Low premium Plan
• Paid Time Off (PTO)
• 401k with employer match
• Adjustable desks that can be raised or lowered to sit or stand

First National Bank of America recognizes that the quality of our people is the foundation for our success. Attracting exceptional individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.

Job Type: Full-time

Location: East Lansing, MI - not a remote position

Note: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties, and skills required for this job.

First National Bank of America is an Equal Opportunity Employer.