IT Service Desk Manager
Who We Are
BankUnited (NYSE: BKU) is a national bank headquartered in Miami Lakes, Florida with banking centers in Florida, the New York metropolitan area and in Dallas, Texas. BankUnited has two subsidiaries, Pinnacle Public Finance headquartered in Scottsdale, Arizona and Bridge Funding Group headquartered in Hunt Valley, Maryland. We pride ourselves on our entrepreneurial and collaborative culture encompassing the best minds, the brightest talent and the boldest decision makers.
BankUnited is ranked #4 as one of America's Most Trusted Companies in the Banking industry and is honored to have been included on the Newsweek and Statista America's Most Trusted Companies Award List!
Our Culture
At BankUnited, we foster an inclusive environment where all employees have the opportunity to advance, grow and achieve their goals. Our rally cry is to GO FOR MORE™, a call to action to go above and beyond to provide the best customer experience to every client.
Why BankUnited
Working for BankUnited offers you exciting challenges and opportunities to advance your professional development, while empowering you to deliver and be your best. We strive to provide a competitive benefits plan to our employees and are proud to have been awarded HEALTHIEST EMPLOYER by the South Florida Business Journal for three consecutive years since 2020.
As a company, we believe we are only as successful as our people and are committed to providing training and innovative resources that prepare you to reach your full potential. That's why in addition to tuition reimbursement, we provide our employees with exciting courses and training through our own GO FOR MORE™ Academy.
If you thrive in a fast-paced collaborative work environment, Apply Now and start your journey with BankUnited today!
Job Description
SUMMARY: The IT Service Desk Manager is responsible for managing a team of remote analysts responding to technology Incidents and Requests. The candidate will drive governance on Service Desk processes, optimize metrics and tracks progress, focused on driving Continue improvement and finding new ways to shift left and automate. This position reports to the IT Service Processes Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.
- Motivate, coach, develop and mentor the Service Desk team
- Manage relationships with Third parties providing IT first level support to the various applications and devices of the Company, to ensure process consistency
- Manage Third party vendors that provides Service Desk support and work directly with the resources to be fully aligned with the team expectations
- Develop Service Desk Roadmaps aligned to the strategic Corporate Goals, guide the team to execute the Roadmap and measure deliverables.
- Ensure that all Service Desk processes are thoroughly documented and regularly improved, including analyst's playbooks
- Reinforce periodic communication and training to help end users to shift left. Increase tickets opened by business lines
- Periodically review and adjust Policies, Procedures and QBRs aligned to the ongoing process maturity
- Collaborate with Operational Readiness Managers to ensure Service Desk is prepared for new or modified services or products being implemented in the environment
- Ensure effective delivery of repeatable processes utilizing ITIL framework and automation
- Own the Knowledge Base library and Knowledge articles life cycle. Drive its maturity
- Collaborate with stakeholders to implement continual service improvement through a data-driven approach to trending, analysis, and reporting
- Produce KPI and other metrics to evaluate services performance and identify opportunities for improvement.
- Identify and eliminate Low-value interactions (i.e. password reset, unlock act#)
- Identify repetitive Incidents to eliminate and repetitive Requests to automate
- Drive data quality on incidents/requests
- Comply with Audit and other regulator's demands
- Function as the primary point of escalation for day-to-day Service Desk process operations, and as a backup when needed
SUPERVISORY RESPONSIBILITIES
- Supervises function, projects or services and/or one or more employees, as applicable.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance coaching; rewarding and disciplining employees; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE
- Bachelor's Degreein Computer Information Systems or IT related field or 10+ years of equivalent experience required
- Understanding of ITIL, certification a plus
- Familiarized with Cloud environments
- 5+ years experience as an IT Service Desk Manager required
- Expert in the ServiceNow ITSM modules utilized by Service Desk required
- Understanding of virtual systems, including virtual servers and workstations
- Experience with banking industry applications (preferred)
- Experience using remote support applications
CERTIFICATES, LICENSES, REGISTRATIONS:
- preferrederred certifications in Microsoft operating systems or other applications as well as any other industry standard certifications