Job Title: Help Desk Manager Location: Block 23 What you'll do: Western Alliance Bank is looking for a Help Desk Manager to lead our help desk. The organizations provide internal support for both on-premises and remote employees. The role is responsible for creating and implementing support processes to include answering inquiries, troubleshooting hardware and software issues, and user-friendly knowledge base documentation, monitoring, communication management and escalation management, performance and quality reporting and trending. The role requires experience in driving innovation while successfully managing technical resources and vendor management to support the rapid growth of our company. What we are looking for: Responsibilities: Be a champion for our customers by establishing good communication chains and ticket analysis to predict customer needs and allow for proactive issue mitigation. Establish efficient Service Level Agreements between all corporate departments to enhance current support capabilities. Lead in design, development, implementation, and maintenance of Help Desk standards and procedures ensuring all are documented, consistently monitored, and audited. Conduct routine operational reviews and process improvements. Manage the budget for the Help Desk organization and identify opportunities for cost savings. Drive efficiencies to reduce calls and costs through automation and continual improvements. Drive big-picture goals and complete milestones while valuing and maintaining strong attention to detail. Manage 3rd party outsourced providers to meet SLA's. and SOW commitments and evaluate new vendors as appropriate. Ensure day to day operations is completed accurately and closed in a timely manner. Assist with the evaluation of new products, systems, and equipment for the centers. Manage the onboarding, hiring, training and offboarding of personnel. Builds, mentors, and manages a diverse team responsible for delivering solutions to enable the bank operations strategy. Develops, coaches, reinforce team engagement in line with mission, vision, values, goals, and performance standards of the IT organization. Manage staffing and resourcing to accommodate 24/7 environment. Establish KPI and monitor team's performance. Manage the escalation process for end-user and system-wide issues. Exposure to established contract management. Ensure security & Risk management directives are properly understood by the team and followed. Candidate will have deep understanding of technical metrics and how they map to business KPIs. Candidate will be an agent of change within the organization seeking to close any gaps between technical issues and business communications and help drive improvements through various teams. Work across IT organization to identify and close gaps that create unnecessary calls into Help Desk Qualifications: Bachelor's level degree in Computer Science, Engineering, or equivalent work experience 5+ years as a proven customer service focused team management 5+ years' experience managing a 24x7 Helpdesk Call Center technology and management experience 5+ years' experience managing an outsourced helpdesk provider with locations in US and Offshore locations. Experience in financial services industry with proven regulatory and compliance discipline. Experience with large, enterprise core platforms and providers, mobile and digital platforms, and system integration technologies. Demonstrated ability to think strategically, deliver innovation, and drive improved customer and employee experience. Extensive experience with overseeing Managed Service Providers (MSP) Solid knowledge of network infrastructure and experience in a similar role. Knowledge of relevant regulations and standards. Strong analytical and problem-solving skills. Detail-oriente