German American is hiring: IT Support Desk Manager in Whitehall
German American, Whitehall, OH, United States
Position Summary
The IT Support Desk Manager leads the day-to-day operations of the help desk function, ensuring timely, high-quality technical support for all end users. This role is responsible for managing and developing the desktop support team, maintaining hardware and software standards, and driving continuous improvement in support processes. A commitment to delivering outstanding user experiences and fostering strong internal partnerships is central to this position.
Duties and Responsibilities:
- Lead, coach, and mentor the help desk team to ensure effective resolution of user support needs.
- Conduct regular development conversations and check-ins and annual performance reviews for assigned staff.
- Oversee training, succession planning, and professional growth for help desk associates.
End-User Support Oversight
- Manage and advance first- and second-level support for service requests and computing issues.
- Provide hands-on assistance with support needs as necessary to ensure timely resolution.
- Ensure a high level of customer service and user satisfaction through continuous improvement of support processes.
Operational Management
- Monitor and maintain hardware and software, including workstations, laptops, printers, and scanners.
- Create, maintain, and regularly update standard operating procedures and the support knowledgebase.
- Track and manage IT inventory, identifying opportunities for cost savings and efficiency.
- Build and maintain strong partnerships across departments to support organizational goals.
- Communicate effectively with stakeholders at all levels to provide updates, resolve issues, and gather feedback.
- Proactively identify areas for improvement and implement solutions to enhance team performance and support delivery.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 5+ years of experience in IT support, with at least 2 years in a leadership or supervisory role
- Knowledge of IT service desk tools and best practices
- Strong communication and reporting skills
- Demonstrated acumen in escalation support for tier 1 & 2 associates
- Excellent analytical and troubleshooting skills
- Ability to work under pressure
- PowerShell and group policy experience
- Effective time management, metric tracking and service level agreement enforcement
- Ability to work extended hours and/or weekend support
- Collaborate with department managers during projects and extended service requests
- Associate coaching and development experience
- Valid Driver’s License
What we can offer you:
- 17 days paid time off, 11 paid holidays and bereavement leave
- Education Assistance Program
- Wellness benefits
- Service awards
- Financial benefits including 401(k) match, stock purchase plan and more
- Great deals on both national and local discounts on everything from computers and vacations to phones and retail shopping.
- Free checking account, checks and discounted bank services
This position will be located at:
430 North Hamilton Road
Whitehall, Ohio, 43213
United States
About Us:
Heartland Bank, a Division of German American Bancorp, and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.
German American Bank is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability or any other category protected by law.
German American is committed to the full inclusion of all qualified individuals. As part of this commitment, if you require reasonable accommodation in completing the application process, interviewing, or completing any pre-employment testing, please direct your inquiries to our Talent Acquisition team at 812-482-0717 or careers@germanamerican.com.
All employees at German Americanare responsible for adhering to compliance laws, regulations, and established Bank policies and procedures, including Bank Secrecy Act and Anti-Money Laundering.