Help Desk Manager, It
The PrivateBank (Chicago, Illinois)

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PrivateBancorp, Inc., is the holding company for The PrivateBank - Chicago, The PrivateBank - St. Louis, The PrivateBank - Michigan, The PrivateBank - Wisconsin, and The PrivateBank - Georgia. The PrivateBank uses the European tradition of "private banking" as a model to develop lifetime relationships with our clients. Utilizing a team of highly qualified managing directors, The PrivateBank provides distinctive, highly-personalized, premium financial services primarily to privately-held businesses, affluent individuals, wealthy families, professionals, entrepreneurs, and real estate investors for their personal and professional interests.

 

Position Summary:      The Help Desk Manager is a member of the Information Technology Department that is responsible for coordinating help desk issues and ensuring adherence to service levels at the Bank’s IT help desk.  There will be interaction with service providers and outside consultants, and independent judgment and discretion are used to solve technical business problems.  This person may need to travel to the Bank’s various offices periodically.

 

 

Essential Duties and Responsibilities:

 

Coordinate the workflow of the help desk staff and ensure that tickets are opened, documented and closed efficiently to resolve issues quicklyCoordinate support issue escalation within and outside the department Develop and maintain help desk procedures to enhance help desk service levelsManage the user access control procedures for network users and ensure that appropriate documentation is available per the bank’s security and Sarbanes-Oxley compliance programs.Maintain workstation imaging process and image creation standardsMaintain workstation and network security standards and proceduresManage and enhance the help desk ticketing application and develop regular reporting metricsManage and enhance adherence to help desk service levelsEvaluate new software and make recommendations based on company needsManage and work with outside consultants, service providers, and vendors on projects to improve the help desk functionManage own schedule, traveling to branch offices when necessaryUse independent judgment and discretion with respect to duties and organization’s use of Information Technology

 

Minimum Qualifications:

BS/BA degree requiredAt least 2-3 years experience in an IT-focused environment developing and coordinating business processesStrong problem-solving abilityExcellent technical and communication skillsEnjoy working in a constantly changing environment

 

Physical Demands and Work Environment:

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle or feel objects, tools or controls.  The employee frequently is required to talk and hear.  The employee is required daily to stand; walk;  reach with hands and arms; and stoop, kneel.  The employee must regularly lift and/or move up to 50  pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

 

The noise level in the work environment is usually moderate.

 

We provide a comprehensive benefit package including paid vacation and holidays, 401(k) with employer match, insurance and EAP.

 

If you are interested in joining our professional team as our Help Desk Manager, please forward your resume with salary history. 

 

Please visit our web site www.theprivatebank.com to learn more about us.

 

Equal Opportunity Employer, m/f/d/v.