Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Manager – IT Service Desk

Job Description:

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

• Minimum 2 yrs experience in leading the Service desk.
• Experience with Amazon/Azure cloud technology.
• Should have good experience in Service now.
• Minimum 5 to 7 yrs experience in Service desk.
• Experience in reporting in Serrvice now, Amazon Connect.
• Good people management skills.
• Professionally and accurately responds to escalated and most complex phone and/or email inquiries from internal and external clients regarding complex IT questions, issues, problems, and status changes. This will include telephone, chat, e-mail and drop-in face-to-face interactions when needed
• Responsible for completing installs, configuration, and upgrades to PC hardware, software, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards when needed
• Performs complex installations and maintenance for end-users as needed
• Troubleshoots and resolves complex end user LAN/WAN/Internet connectivity issues according to company policy.
• Maintains user account information including security and network access according to systems standards and company policy.
• Develops, maintains and/or delivers related workstation training (in-person, standard resource, etc) to end-users
• Quickly and accurately resolves inquiries in professional, sensitive, customer-focused manner in accordance with policies and procedures
• Interfaces with other technology team members, as well as internal and external resources to furnish or obtain needed information to close cases not escalated.
• Meet or exceed all individual call and transaction performance measures.
• Commitment to the protection of privacy for all associate data.
• Maintains high degree of confidentiality
• Re prioritize tasks to meet fluctuating workflow.

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We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.