MidFirst Bank · 1 day ago
Support Desk Supervisor
Oklahoma City, OK
Full-time
Onsite
Mid, Senior Level
3+ years expMidFirst Bank is seeking a Support Desk Supervisor to manage a team of Help Desk specialists. The role involves ensuring the team provides excellent technical support, managing daily operations, and tracking key performance metrics.
BankingVenture Capital
Responsibilities
Supervise, train, and evaluate help desk staff, conduct performance reviews, and recommend disciplinary action when necessary; Create professional development plans, assign goals, and track accomplishments of team members; Ability to exercise sound judgment in evaluating situations and in making decisions
Manage daily activities, including scheduling staff to ensure adequate coverage, monitoring ticket queues, and ensuring the team meets define SLAs; Conduct regular ticket audits to ensure quality of service, accuracy of documentation, and adherence to established resolution procedures; Curate knowledge for use by internal teams and end user self-service; Create and maintain Standard Operating Procedures for team processes
Act as an escalation point for complex or priority issues, and assist team members in resolving problems; Run point on critical outages, possibly coordinating multiple teams to resolve issues; Act as the primary point of escalation for complex or high-priority issues, ensuring clear and timely communication with senior leadership
Track key metrics, monitor performance of staff and systems, and generate reports to help management make informed decisions; Identify recurring problems to be analyzed for root cause and long term resolution
Identify opportunities to improve efficiency, develop training materials, and update procedures and documentation; Provide feedback for the Service Desk application by identifying problems and recommending enhancements and improvements
Qualification
Required
Bachelors degree in computer science, information technology, or related technical field
Minimum of three (3) years of helpdesk or support work experience
Any equivalent combination of education and experience
Preferred
Three to five years of experience leading IT Customer Support or Help Desk
Leadership
Excellent Oral and Written communication skills
Ability to exercise sound judgment in evaluating situations and in making decisions
Excellent Multitasking skills
Technical knowledge, Problem solving, and Critical response
Analytics - Telecom and Service Desk applications
Company
MidFirst Bank
MidFirst Bank is a privately owned bank in the United States
1001-5000 employees
H1B Sponsorship
MidFirst Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (1)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
G
Greg Schaefer
Chief Financial Officer
Recent News
2025-11-04
2025-10-25
Company data provided by crunchbase