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Capital Bank, N.A. · 1 day ago

Lead Technology Support Engineer

Rockville, MD

Full-time

Hybrid

Senior Level, Lead/Staff

$95K/yr - $125K/yr

5+ years exp

Capital Bank, N.A. is a publicly traded company headquartered in Maryland, providing commercial and consumer banking services. The Lead Technology Support Engineer will oversee the IT service desk team, ensuring efficient resolution of technical issues and exceptional customer service while developing strategies and policies to enhance service delivery.

BankingCommercial LendingFinanceFinancial Services

Responsibilities

Lead and supervise the team of service desk support engineers, providing guidance, support, and coaching

Set performance goals and conduct regular performance evaluations

Foster a positive work environment that encourages collaboration and continuous improvement

Manage resource allocation, workload distribution, and scheduling to ensure optimal service desk coverage

Oversee the day-to-day operations of the service desk, ensuring timely response and resolution of IT issues

Monitor service desk metrics and KPIs to evaluate performance and identify areas for improvement

Coordinate with other IT teams to resolve complex technical issues and escalate problems when necessary

Maintain knowledge base and documentation of common issues and solutions for efficient problem resolution

Identify trends; Evaluate, recommend, and implement new technologies in support of business and IT objectives

Promote a customer-centric approach within the service desk team, focusing on delivering excellent customer service

Ensure timely and effective communication with end users regarding the status and progress of their IT requests

Handle escalations and customer complaints, working to resolve issues and provide satisfactory solutions

Identify trends in user feedback and implement proactive measures to improve customer satisfaction

Regularly assess service desk processes, tools, and technologies to identify opportunities for improvement

Stay up-to-date with industry best practices and emerging trends in IT service management

Implement service desk enhancements and initiatives to optimize efficiency and service quality

Provide recommendations to senior management on service desk improvements, including staffing, training, and technology upgrades

Prepare and present regular reports on service desk performance, including ticket volumes, response times, and customer satisfaction

Analyze data and metrics to identify patterns, trends, and areas requiring attention

Use insights from data analysis to drive process improvements and operational efficiency

Coordination of new employee onboarding including account creation and laptop imaging

Assist with management and administer systems to track business assets

Manage the hardware lifecycle to meet business requirements within budget

Assist with and support the use of technology for conferences both physical and virtual

Administer the service management systems

Required to be on-call as needed for emergency situations

Other responsibilities and duties, as assigned

Qualification

IT service desk managementLAN/WAN networksITIL management best practicesAzureOffice 365Service desk software toolsCustomer supportProject planningAnalytical skillsCommunication skills

Required

A minimum of 5 years' experience in related field

A minimum of 3 years' managerial experience

Bachelor's degree in Computer Science or related field; Or equivalent combination of education, skills, and experience

Experience in infrastructure development or support including developing and managing to budgets

Experience with LAN/WAN networks, Internet technologies such as DNS, system helpdesks, PC support functions and technology infrastructure operations

Experience supporting or managing business critical processes and components, including Financial Systems, Microsoft Enterprise Applications, Active Directory, VoIP, and Disaster Recovery

Experience implementing or using service desk management software tools to manage and provide accountability to the organization

Experience with ITIL management best practices

Experience with Azure, Office 365, network and system monitoring, VPN (client and site to site)

Ability to guide others in resolving complex issues of significance to the organization

Exceptional organizational, project planning, and time management skills

Ability to inform, educate and influence supervisors and employees to support technology goals and objectives

Proven track record of developing and/or implementing standard service desk practices and procedures

Ability to work independently with minimal supervision and in a team setting, and across external and internal stakeholder groups

Excellent verbal and written communication skills; Strong attention to detail, with a keen focus on quality

Strong analytical skills

Comfort with multi-tasking

Familiar with customer support and technology

Ability to travel to various bank locations as needed

Benefits

Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more!

Company Contributions to your 401k - Regardless of your contribution

Employee Perks: Employee Recognition Program, Commuter Benefits, Employee Banking Discounts and much more!

Generous Paid Time Off and Paid Holidays.

Company

Capital Bank, N.A.

Capital Bank N.A., headquartered in Rockville, Maryland is a Maryland chartered commercial bank that offers commercial and consumer banking services to clients in the Washington D.C.

Founded in 1998

Rockville, Maryland, USA

201-500 employees