Manager of IT Support

Location

Amarillo Civic Cir

Type

Full Time

Benefits:
  • Competitive salary
  • Health insurance
About the Role
Herring Bank is seeking an experienced and results-driven Manager to lead our IT Support Organization. This team handles all IT-related requests from bank employees and specific external customers with equipment on their premises. The ideal candidate will have a proven track record of managing IT support operations, mentoring teams, and using data to drive performance and process improvement, all while maintaining the highest standards of accountability and adherence to organizational policies.

Key Responsibilities
  • Lead and develop the IT Support Organization, fostering a culture of growth, collaboration, and continuous improvement.
  • Provide mentoring and training to team members to enhance their technical and professional capabilities.
  • Analyze data from the support ticket system to identify trends, measure performance, and implement process or system improvements. “What can we do to never get this ticket again?”
  • Develop and enforce IT support policies to ensure secure, efficient, and reliable operations.
  • Provide technical leadership in areas such as access administration, VOIP systems, workstation security, and IT support workflows.
  • Ensure that all work is performed to the highest standards, adhering to established policies and controls, and meeting expectations for thoroughness and accountability during audits.
  • Oversee and manage the resolution of IT support requests, with a focus on reducing ticket backlogs and improving response times.
  • Foster a customer-centric approach to IT support, delivering prompt, effective, and professional service.


Qualifications
  • Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
  • At least 5 years of experience managing an IT support or helpdesk organization, including field support operations.
  • Hands-on experience with IT ticketing systems such as Jira, Zendesk, or similar platforms.
  • Strong technical expertise in access administration, VOIP systems, workstation security, and IT operations.
  • Exceptional leadership and mentoring skills, with a focus on team development and performance improvement.
  • Experience using data analytics to drive process and system enhancements in an IT support environment.
  • Experience managing IT support-related policies and ensuring work aligns with organizational controls and audit expectations.
  • Excellent communication skills, with the ability to effectively engage technical and non-technical stakeholders.
  • Demonstrated ability to implement process improvements and achieve measurable results.
 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: www.herringbank.com

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