OverviewThis is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, North Carolina.As an IT Desktop Manager, you will lead the East Coast desktop support team. This role will manage a combined group of full-time associates and managed resources to deliver high-quality desktop support aligning with our technology initiatives and business goals. This position oversees resource allocation, standard operations, and project delivery while fostering professional growth within the team. In addition, they oversee desktop support services, including hardware and software troubleshooting, device imaging, software deployment, and user support. The ideal candidate will have a strong technical background in IT support, combined with excellent team management and customer service skills.
Want more jobs like this?GetjobsinRaleigh, NCdelivered to your inbox every week.
Want more jobs like this?
GetjobsinRaleigh, NCdelivered to your inbox every week.
Get Jobs
ResponsibilitiesProject and Product ManagementDirect and Oversee IT Projects, ensuring alignment with organizational goals and guiding principles.Assign tasks, manage schedules, and report on progress and results.Utilize centralization management systems (Jira).Develop and implement methods for tracking performance and achieving deliverables.Managerial FunctionsEstablish clear performance expectations and ensure accountability for team deliverables and individual contributions.Regularly evaluate team performance, provide constructive feedback, and implement improvement plans when necessary.Proactively identify skill gaps within the team and develop targeted training and mentoring programs to close them.Drive a culture of excellence, collaboration, and continuous improvement, ensuring team alignment with organizational goals.Maintain oversight of resource allocation to ensure critical business needs are met without compromising team capacity or morale.Hold both internal team members and external vendors accountable for meeting deadlines.Define and monitor team expectations to meet departmental and company objectives.Update and enforce IT policies, standards, and procedures to enhance efficiency.Support resource prioritization, budget, capital planning and forecasting of needs.Business SupportPartner with business units to define and prioritize technical requirements.Oversee system modifications architecture updates, and cross-functional impact assessments.Refine technology roadmaps to align with business strategies and evolving needs.Technical ExpertiseAct as a strategic advisor to senior leadership and technical expert to team members.Ensure compliance with configuration, change control, and security standards.Stay informed on industry trends and identify opportunities for innovation.Manage vendor relationships to support system updates and maintenance.QualificationsBachelor’s Degree and 6 years of experience in applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineeringPreferred Qualifications:Previous leadership for technical implementationKnowledge of Standard Development Life Cycles (like Waterfall or Agile)Knowledge of system and data designPreviously managed a help desk, desktop or infrastructure team of at least 5 or moreAbility to coach and manage processesLarge Financial Institution experienceFirst Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.#LI-JM1
