Bank Help Desk Supervisor

320 College Dr, Martinsville, VA 24112, USA

The Bank Help Desk Supervisor oversees the Bank Help Desk staff to ensure end users and customers are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Bank Help Desk functions. The Bank Help Desk Supervisor also contributes to problem resolution by giving in-person, hands-on support to end users at the desktop level.

The Bank Help Desk Supervisor oversees the Bank Help Desk staff to ensure end users and customers are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Bank Help Desk functions. The Bank Help Desk Supervisor also contributes to problem resolution by giving in-person, hands-on support to end users at the desktop level.

• Performs all Bank Help Desk functions, answers questions, and gives guidance to the Bank Help Desk Analysts
• Communicates with branches and departments through telephone and email
• Answers questions, offers advice and assistance to branch/department personnel regarding DNA operating system, Nautilus, Carter on the Go applications
• Provides assistance to branches with customers that have debit card transactions using Client Central
• Provides assistance to branches for customers having issues in regard to administrative access of Carter on the Go, Partner Care, Click Switch, and other digital ops applications
• Reports the approval/denial process of accounts opened through Instant Open to branch associates
• Reports any issues that users find with the software or any changes/enhancements that need to be made and approved to the Bank Operations Director
• Responds to Customer Service emails received through the bank’s corporate website
• Responds to ATM Support emails received by the branches and reports those issues to Fiserv’s ATM Services/Card Services
• Responds to Web Messages received through online/mobile banking
• Monitors call inquiries received through the Bank Help Desk to identify when additional training may be needed across the board, for a particular area/region or branch associate
• Monitors call inquiries received through the Bank Help Desk to identify issues that may affect the bank or other departments that require immediate attention; this may include inquiries from Retail, IT, Customer Contact Center, Digital Operations, and other areas
• Responsible for managing the Bank Help Desk staff, scheduling and approving Paid Time Off (PTO), monitoring overtime and approving timecards for employees, providing input about performance, and other related human resources duties

• High school diploma or equivalence required
• Thorough understanding of bank operations, processes, and procedures required

• Strong technical proficiency with financial and banking systems and software
• Basic leadership skills
• Intermediate analysis skills
• Strong verbal and written communication skills
• Ability to perform effectively in fast-paced environment
• Knowledge of Microsoft Office products, especially Word and Excel

• Standing, walking, bending and stooping required
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to occasionally move or lift up to 10 pounds
• May be asked to work supplemental hours periodically
• Limited travel required occasionally during and after business hours