IT Support Manager

Herring Bank is seeking an experienced IT Support Manager to lead our IT Support and Helpdesk team. This role is responsible for the full lifecycle of end-user technology, including workstations, mobile devices, printers, conference room technology, IP phones, endpoint software, and related support services.

The IT Support Manager owns the Helpdesk process from intake through resolution, ensuring timely communication, effective escalation management, accurate documentation, and exceptional service delivery. This individual will lead the support team while driving operational excellence, continuous improvement, and accountability across the department.

This is an excellent opportunity for a leader who enjoys mentoring others, improving processes, solving technical challenges, and making a meaningful impact across the organization.

What You'll Do

• Lead, coach, and develop the IT Support and Helpdesk team.

• Oversee the full lifecycle of end-user technology, including procurement, deployment, inventory, support, refresh, and retirement.

• Ensure employees and Campus Solutions customers receive responsive, high-quality technical support.

• Own support tickets through resolution, coordinating with internal IT teams, vendors, and business partners as needed.

• Manage escalations while ensuring timely communication and follow-up.

• Maintain accurate endpoint inventory and technology documentation.

• Establish and enforce support standards, installation quality, documentation, and best practices.

• Partner with IT leadership on endpoint security, workstation patching, vulnerability remediation, and administrative access controls.

• Monitor Helpdesk metrics, identify trends, perform root cause analysis, and implement improvements to reduce recurring issues.

• Manage vendor relationships, software licensing, support contracts, and identify cost-saving opportunities.

• Foster a culture of professionalism, responsiveness, collaboration, and continuous improvement., The successful candidate will help strengthen and improve IT Support operations by:

• Improving ticket quality, documentation, and ownership.

• Reducing aging tickets and recurring technical issues.

• Maintaining accurate endpoint inventory and asset records.

• Increasing endpoint compliance through effective patching and vulnerability remediation.

• Enhancing installation quality, support consistency, and customer satisfaction.

• Developing a high-performing support team through coaching, accountability, and continuous improvement.

Why Herring Bank?

At Herring Bank, you'll have the opportunity to lead an essential IT function, collaborate with talented professionals, and help shape the future of technology support across the organization. If you're passionate about leadership, customer service, and operational excellence, we'd love to hear from you., A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Veteran Status

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

• Experience leading an IT Support, Helpdesk, Desktop Support, or Endpoint Support team.
• Strong knowledge of endpoint support, asset lifecycle management, Helpdesk operations, and service delivery.
• Experience with ticketing systems, asset management platforms, endpoint support tools, and technical documentation.
• Demonstrated ability to manage escalations and drive issues through resolution.
• Working knowledge of workstation patching, endpoint vulnerability management, and administrative access controls.
• Excellent leadership, communication, organizational, coaching, and problem-solving skills.

Preferred

• Banking, financial services, or other regulated industry experience.
• Experience supporting multiple branch locations or geographically dispersed teams.
• Experience with endpoint management, remote support, inventory management, patching, and vulnerability management tools.
• Experience improving Helpdesk performance metrics, documentation quality, service delivery, and operational efficiency.
• Experience managing vendors, licensing, support contracts, and technology budgets., How many years of experience do you have leading an IT Support, Helpdesk, desktop support, or endpoint support team?*

Which best describes your experience with ticket ownership and escalations?*

What is your experience managing endpoint inventory and asset lifecycle?*

Which best describes your experience with ticket quality and documentation standards?*

How would you handle a ticket that is more than five business days old with no clear next step?*

What is your experience with workstation patching and endpoint vulnerability remediation?*

Which best describes your experience with administrative access and least privilege?*

What is your experience managing technical staff performance?*

Which best describes your experience in regulated environments such as banking, financial services, healthcare, or similar industries?*

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Dental insurance

Herring Bank was founded in 1899, by Colonel C.T. Herring. Colonel Herring lived in Vernon, TX and saw a need for a bank. The cattleman would drive their cattle from Oklahoma through Vernon to Fort Worth to sell their cattle. When the cattleman sold their cattle and they went back to Oklahoma they were loaded with cash. Oklahoma was know as the badlands for a good reason, when the cattleman crossed in to Oklahoma they could lose their life and it was a sure bet that they would lose their money. With a bank in Vernon, TX, Herring Bank, they could deposit their funds and when they crossed into Oklahoma, the badlands, they would not lose their money, so the thieves had no reason to rob them At Herring Bank we "Build Relationships for a Lifetime" come join us at our family owned bank.