Technical Support Analyst Manager - First American Bank

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

The Technical Support Analyst Manager oversees a team of Technical Support Analyst. This individual serves all business units of First American Bank through implementation, support, and review of technological business processes and systems as well as assist business units to streamline their processes and distribute information in the most efficient manner.

Duties & Responsibilities

• Oversee a team of Technical Support Analysts. Directly manage the daily activities of employees within the department, coordinating and prioritizing requisite duties and daily assignments while appraising employee productivity and performance. Compose and deliver performance evaluations.
• Develop procedures and processes for the Technical Support Analyst team. Conduct ongoing training and coaching sessions to ensure quality of various department functions.
• Develop and coach Team Leads.
• Lead department wide projects and tasks as necessary.
• Work directly with the Central Operations Senior Manager and Senior Technical Support Analyst Manager for departmental strategies.
• Work directly with various vendors and data centers on system upgrades and enhancements. Manage multiple projects and team members.
• Partner with business units to evaluate user needs, define technical problems, and determine and present solutions and/or options. Oversee and participate in projects from beginning to end including documentation, determining tasks, creating a timeline, identifying resources, conducting testing, and successfully completing implementation.
• Serve as subject matter experts for the support of applications through analytical thinking, problem solving, configuration changes, and completing administrative tasks.
• Assist in the development of new processes and procedures to be used with new and existing systems technologies.
• Conduct analysis and evaluation of new products and modules of existing applications to support the Bank’s strategic short-term and long-term planning.
• Participate in completing annual roadmaps for applications for which we are application and functional owners.
• Isolate issues, reproduce issues, track defects, and verify fixes in various systems.
• Perform ongoing tasks to maintain overall system performance.
• Assign team members to projects and tasks.
• Sets clear goals and objectives for direct reports and effectively oversee the attainment of those goals and objectives.
• Effectively make decisions, foresee the consequences, communicate the decisions with confidence, and take responsibility for the decisions.
• Conduct and complete additional assignments/projects as designated by management.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred. Technical certifications a plus.
• Minimum two years management experience required.
• Minimum two years business analysis or system administration required. 
• Minimum two years previous banking industry experience strongly preferred. 
• Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks. 
• Familiarity with SQL databases and experience with on-line systems preferred.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Occasional travel to other First American Bank locations, Bank functions, training facilities, and support of direct reports may be required.  
• Typical schedule is Monday through Friday 8:00 a.m. – 5:00 p.m. Additional hours may be required depending upon business need. Some weekends and evening hours will be required.
• Punctuality is required to maintain First American Bank’s customer service standards.