Service Desk Supervisor (Hybrid - Los Angeles) - SMBC
Los Angeles, CA 90071
About the Job
ABOUT THE ORGANIZATION
SMBC MANUBANK was formed by a group of banking entrepreneurs in June 1962. Our scope is to serve the specialized needs of California middle-market businesses, manufacturers, wholesalers, distributors, importers, exporters, and service companies, including small businesses and professionals.
The anticipated salary range for this role is between $91,000.00 and $156,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.
Our mission is to be "the bank of choice" for middle market and professional service companies by establishing long term customer relationships and loyalty, providing superior products and services through a core of highly skilled and seasoned bankers.
To achieve our mission to be the 'bank of choice' for middle market and professional services companies, we are focused on our vision to be the premier California regional business bank that can provide the sophistication and expertise of a larger institution with the personal 'high touch' services of a smaller bank.
Specialties:
Commercial Loans and Lines of Credit, Asset-Based Financing, SBA Loans, and Specialized Financing, Real Estate Loans, Cash Management Services, International Services
JOB SUMMARY
We seek a dynamic and experienced Service Desk Supervisor to join our team. The Service Desk Supervisor will lead a team providing technical support for data and voice communications using Windows and Mac computers and software. The ideal candidate will ensure the smooth operation of IT systems, resolve technical issues promptly, and deliver exceptional customer service to internal stakeholders.
PRINCIPAL DUTIES AND RESPONSIBITIES
- Supervise and manage a team of service desk technicians supporting data and voice communications systems on Windows and Mac platforms.
- Oversee the daily operations of the service desk, including incident management, problem resolution, and request fulfillment.
- Ensure that service level agreements are met and maintain high levels of customer satisfaction.
- Monitor and analyze service desk performance metrics to identify areas for improvement.
- Collaborate with other IT teams to troubleshoot and resolve technical issues related to Windows and Mac computers and software.
- Develop and implement standard operating procedures and best practices for the service desk.
- Provide training and mentorship to team members to enhance their technical skills and knowledge on Windows and Mac platforms.
POSTION SPECIFICATIONS
- Education: Bachelor’s degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent experience.
- Skills/ Qualifications:
- A minimum of 3-5 years of experience in a technical support role, with at least 1-2 years in a supervisory or leadership position, is required.
- Proficiency in supporting Windows and Mac computers and software.
- Strong knowledge of network infrastructure, IT service management principles, and ITIL framework.
- Excellent communication and interpersonal skills.
- Proven leadership abilities with a focus on team development and collaboration.
- Relevant industry certifications (e.g., Microsoft Certified Professional, Apple Certified Support Professional) are a plus.
EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.