Technical Support Specialist Supervisor

This position is responsible for overseeing and managing a Support Specialists team and providing technical support to all levels of associates and all lines of business which includes; Bank Operations, Retail Banking, Commercial Banking, Trust & Investments, and Insurance and assist in resolving vendor issues. This role will supervise helpdesk operations and provide timely resolutions of issues., * Supervise and manage Support Specialists (Helpdesk team members). Duties include recruiting, hiring, training, performance monitoring and overall management and leadership of employees. Will complete quarterly and annual reviews and make recommendations for salary and promotions.

• Will set clear team goals, monitor helpdesk ticket process and ensure tasks are completed timely and accurately.
• Will provide regular coaching to team and ask for coaching in return.
• Will be responsible for fostering a team environment that aligns with Peoples Bank's culture.
• Will seek efficiencies to streamline and improve the helpdesk ticketing process.
• Provide technical support to users as part of a Helpdesk team environment.
• Will be responsible for review and resolution of the more complex inquiries or helpdesk issues.
• Work with team members and vendors to resolve technical problems.
• May work with both software and hardware vendors to resolve issues.
• Communicate regularly with associates at all levels.
• Keep up to date with technology advances in the industry and marketplace.
• Will ensure ethical behavior, adhere to Peoples policies, procedures and core values of Business with Integrity.
• Focus on individual user incidents and problems.
• Enter user phone messages and emails to Helpdesk.
• Manage Helpdesk tickets; edit calls, categorize, prioritize, assign, escalate, monitor stale calls, and reconcile with WSC
• Password resets and unlocks (AD and other 3rd party systems)
• Will perform special projects as assigned.

• Bachelor's Degree in a technical field such as information systems or computer science or equivalent work experience.
• Previous experience in a Helpdesk environment required.
• MCP, ITIL certification or other applicable certifications preferred.
• Good general understanding and concept of what operating systems are and how workstations and servers interact (DOS, Windows, Unix).
• Knowledge of Microsoft Office applications and Web sites.
• Computer hardware skills & knowledge.
• Phone skills (ability to troubleshoot and talk users through problems over the phone) with a professional demeanor.
• "Team Player", willingness to both coach others and to be coached.
• Ability to perform assigned duties with limited supervisory assistance.
• Excellent oral and written communication and documentation skills.
• Ability to explain technical things in simple English.
• Ability to perform tasks under pressure, to multi-task, prioritize, and meet tight deadlines.
• Excellent listening skills.
• Attention to detail and organizational skills.

Basic Qualifications:

• Bachelors degree in a technical field such as information systems or computer science or equivalent work experience.
• Previous experience in a Helpdesk environment

Pulled from the full job description

• Employee stock purchase plan
• 401(k) matching
• Paid holidays

Thinking of changing jobs or starting your career at a growing company with an award-winning culture? Well, you are in the right place. Join us on our journey to being the Best Community Bank in America. Our motto is Working Together. Building Success. and by joining Peoples Bank, we will work together to help you achieve your career goals, just like we help thousands of clients reach their financial goals. Peoples Bank is one of the largest 150 banks in the United States with 130 full-service bank branches in Ohio, West Virginia, Kentucky, Virginia, Washington D.C. and Maryland. We also have Specialty Finance offices in Minnesota, Missouri and Vermont. Peoples Bank prides itself as a community bank and dedicates its resources to improving our communities. The Peoples Bank Foundation has donated over $8 million to local organizations since its inception in 2003. We are proud to share national accolades that celebrate our company culture and recognize us as a great place to bank and work: * American Banker Best Banks to Work For in 2021, 2022, 2023, 2024 and 2025 * Top Workplaces USA national award in 2022, 2023, 2024 and 2025 * Newsweek's America's Best Banks 2023 and 2024 * Newsweek's America's Greatest Workplaces 2024 and 2025 * Forbes America's Best Banks 2024 and 2025 * Forbes Best-in-State Banks 2020, 2021 and 2025 * TIME's America's Growth Leaders 2026 award winner At Peoples Bank, we know that there is more to life than work. But we also understand that the quality of the work environment and employee benefits can greatly impact an associate's life. That's why we seek to create a great benefits package for our associates including: 401(k) retirement plan with an employer match, employee stock purchase plan, various education assistance programs such as student loan and tuition paydown/reimbursement, paid vacation, and holidays, and much more. For full details of our benefits offerings, please visit: peoplesbancorp.com/about-us/find-a-career