Manager of Tech Support

We are in the process of hiring a Manager of Tech Support in the financial services industry, located in McAllen, Texas. The chosen candidate will be tasked with overseeing the Help Desk support personnel, assisting with various hardware and software problems, and managing the Items Processing personnel. This role is not a contract and does not have a set end date.Responsibilities:• Oversee the Help Desk support personnel to provide first line support to bank employees and resolve computer end user issues• Assist help desk personnel with various hardware and software problems, network support, and password issues for end users• Follow up with internal customers to ensure satisfactory completion of Help Desk calls• Document and maintain record of Help Desk calls in the incident management database• Manage the hiring, daily activities, coaching, evaluating, and counseling of reporting staff• Oversee the Items Processing personnel to ensure efficient operation, quality service and verify... the completion of all processing of all customer presentments, statements, and notices in a timely manner• Apprise the IT Operations regarding the department's operational status• Maintain compliance with departmental policies, procedures and ensure integrity and security of sensitive customer information• Maintain current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel• Maintain current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations• Maintain current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/must be eligible to work in the U.S. Patriot Act/CIP/AML and ensures adherence by the respective department personnel

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