Job Abstract

Job Title:

Location:

What you'll do:

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-oriented and highly organized.
• Strong project management skills
• Strong analytical critical thinking and problem-solving and the ability to influence outside of the direct team.
• Ability to collaborate with different technology towers to achieve common goals.
• Ability to manage multiple tasks or projects simultaneously.
• Customer-service oriented with problem-solving skills.
• Excellent written and verbal communication skills.
• Solid technical background with the ability to provide guidance to technical & non-technical resources.
• Candidates must be flexible to work weekends and/or overnight shifts as necessary.
• Some travel (<10%), including international, will be required.
• ITL Framework Certification desired
• Hands-on experience with Service Now.
• Ability to manage teams remote within and outside of the U.S.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation