Support Center Manager

Compensation Grade:

OUR VISION FOR DIVERSITY AND INCLUSION:

FHLBank Atlanta contributes to our members' success through a diverse, inclusive, and engaged culture that enables all individuals to work together to fulfill our purpose.

BASIC PURPOSE:

ESSENTIAL FUNCTIONS:

• Manages technical support help desk function and staff that provides support for hardware, software, and network-related problem determination to include troubleshooting, diagnostics, and resolutions to hardware and software compatibility issues.

• Manages and conducts evaluation of desktop hardware, software, devices, and peripherals including developing requests for proposals and making recommendations

• Performs procurement, management, tracking, configuration and installation of end-user technology hardware and software, such as thin clients, laptops, conference room equipment, and productivity components. Responsible for monitoring all hardware and software requests to ensure budget compliance, timely installation, and asset tracking and maintenance of such equipment.

• Manages asset and inventory tracking for hardware and software, reporting, and daily/weekly/monthly/yearly support ticket management and trend analysis. And, technical documentation and provides appropriate management reports.

• Oversees all aspects of the ITSM (IT Service Management) platform and functions, including integration and consolidation with existing systems to allow smooth and reliable operation for internal functions as well as end-user interfaces.

• Meets with vendors and Bank staff to analyze business requirements and technology solutions best qualified to meet the Bank's information processing needs.

• Ensures all security related desktop level vulnerabilities are evaluated for risk and patched, remediated, or mitigated according to established security standards and adhering to Bank policies.

• Manages the development of policies and procedures for client computing and data center management.

• Establishes and maintains strong, strategic partnerships with vendors and service suppliers as a Vendor Relationship Manager through the Vendor Management Program.

• Partners with other areas of Information Technology to ensure compliance with required RPOs and RTOs during business continuity events.

• Manages the Bank's end-user software licenses and hardware assets, and maintains software license management policies and procedures to protect the Bank's assets, ensuring that all functions are tracking in accordance with standard IT Asset functions.

• Assists with preparation of reports for senior management review showing technology used at the Bank to include availability, performance, and capacity.

KNOWLEDGE, SKILLS, ABILITIES:

A thorough understanding of troubleshooting and logic is required for hardware and software maintenance. Comprehensive knowledge of computer systems, software, and peripheral devices is required.

Exceptional written and verbal communications and teamwork skills are required.

Ability to communicate with and understand the needs of non-technical internal clients.

Experience working in a team-oriented, collaborative environment.

A bachelor's degree in computer science and six years of professional experience in information technology and support, or the equivalent years of education and experience is necessary.

At least four years prior managerial experience required.

WORK LOCATION: Onsite with an opportunity to work remote partially. This position may not be filled in California, either in-person or remotely.

We are an equal opportunity employer committed to diversity, equity, and inclusion in the workplace.