IT Manager, Support (Help Desk Manager)

Responsible for leading the Information Technology (IT) Support team including supervision, workflow, scheduling, and performance. Assists with computer equipment purchasing and installation. Supports technology training and orientation for end users. Collaborates with Information Technology Management team to accomplish department, division, and Company goals.

Responsibilities

Provide user support, ensuring familiarity with equipment, and networks, organizing support, troubleshooting, and facilitating repair for IT equipment.

Collaborate with Human Resources to enhance new hire orientation, identify training needs, coordinate training sessions, assess current and future employee IT needs.

Cultivate and maintain collaborative relationships with vendors, ensuring access to quality products/services.

Oversee IT Support operations, including call center management and ticket system administration, with regular monthly reporting to management for informed decision-making.

Keep up to date with policies and procedures, while maintaining a thorough understanding of available technology; assist with product implementation and continuous upgrades.

Oversee administration of user accounts, permissions, and access rights in Active Directory; responsible for user documentation and IT forms necessary for setting up new user accounts and for documenting future changes associated with new user accounts.

Manage, coach, and counsel IT Support team to meet department goals and achieve performance standards; encourage continuous improvement for career development; ensure availability of appropriate resources and timeliness of workflow

Exceptional Interpersonal Skills, Collaborative and Innovative

Demonstrated Problem-Solving and Solution Implementation Abilities

Strong Leadership and Team Management Skills, > Bachelor’s degree in information technology-related field or equivalent experience required

8 years of relevant Support experience required

3 years of supervisory experience preferred

Skills/Knowledge:

Demonstrated experience with standard software applications including Windows, Microsoft 365 applications and administration, call center management, help desk ticketing tools, and Active Directory

Effective prioritization skills and ability to manage multiple tasks while meeting deadlines

Strong communications skills, both written and verbal; comfortable communicating, presenting, and collaborating with vendors, co-workers, and management one-on-one or in group settings

Solid problem-solving and solution implementation abilities; organized and detail oriented

Proven experience in training with ability to evaluate and/or create training materials a plus

Physical Demands:

Must be able to sit for prolonged periods of time and walk/stand for periods of time.

Must be able to repetitively use a telephone and computer mouse and keyboard.

Ability to lift/move up to 25 lbs and/or crawl under desks or equipment

We believe in investing in our employees and helping them grow their career with us. We offer a pleasant, inclusive work environment, career development opportunities, and competitive compensation. Through our total rewards program, we offer a comprehensive benefits package featuring:

Competitive compensation including potential bonus and incentives as well as paid vacation, sick time, and holidays

Medical, Dental, and Vision Insurance and Flexible Spending Plan

Multiple retirement plans including: 401(k), Pension, and Employee Stock Ownership

Education and Tuition Reimbursement

Employee Assistance Program for our employees and their immediate family members

We are an Equal Opportunity Employer. Our philosophy and practice are to provide equal opportunity to all employees and applicants for employment without regard to race (including traits historically associated with race), color, religion, creed, gender, sex, pregnancy (including childbirth and related conditions), sexual orientation, gender identity or expression, status of being transgender, national origin, age, disability, genetic information, predisposing genetic characteristics or carrier status, marital status, familial status, amnesty, status as a victim of domestic violence, reproductive health decision making, citizenship or immigration status, prior convictions or arrests, military status, status as a protected veteran, known relationship or association with any member of a protected class, or any other federal, state, or local legally protected classes. As a multi-bank holding company, Arrow Financial Corporation has over $4 billion in assets. Through our subsidiaries we provide a broad range of banking and insurance services across northeastern New York, including online and mobile banking, wealth management, money market and deposit accounts, and mortgage, consumer and commercial loans.

We are committed to delivering value for our shareholders, our customers, and our communities. Our conservative business model and strategy of steady growth have resulted in many recognitions from the nation’s leading publications and bank-rating firms.

The salary range for this position is $65,000 - $90,000 a year commensurate with experience and education. Additional compensation may be earned through the Company’s annual bonus program, subject to individual and company performance.

L1-st 1