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Mutual of Omaha Careers

IT Service Desk Manager

Apply now Job no: 493968
Work type: Full Time Regular
Location: Arizona
Categories: Banking, Information Technnology

This position manages the daily IT Services & Support to internal clients and ensures service levels are met and direct reports are
meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to
provide excellent and effective customer service.

Essential Job Functions:

  • Oversees all Bank IT-related requests, incidents, change control and problems.
  • Manages and coordinates urgent and complicated support issues and acts as escalation point for all requests and incidents.
  • Develops and grows the phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Determines root cause of issues and communicates appropriately to internal and external customers.
  • Develops and provides the management and oversite to Network and Application monitoring staff and the tools used for the Bank.
  • Managed team will provide alerting and triage for issues found and if needed provide incident management and escalation to
  • support staff for resolution.
  • Trains, coaches and mentors direct reports to include career development. Oversees staff activities, develops training material,
  • schedules work hours and provides backup support as needed.
  • Interacts with internal customers.
  • Provides data and reporting of KPI's and trends to IT and other departments. Drives Ticket Deep Dive reviews and develops
  • strategies for improvement.
  • Monitors and manages ticket queue (participating in escalated calls as needed).
  • Oversees solutions repository and ensures top quality solutions are available to the staff.
  • Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective framework
  • for managing and improving customer IT support in the organization.
  • Advises management on situations that may require additional client support or escalation.
  • Manages process for communicating outage/emergency activities to the organization.
  • Manages vendor relationships based on daily operational needs. PO (Purchase Order) review and approval and manages budget effectively.
  • Reviews survey feedback to improve services, tools and support experience.
  • Maintains confidentiality of all applicant, client, verification and company proprietary information.
  • Complies with all related Federal, State and Industry laws and regulations pertaining to Banking.
  • This position requires up to 33% travel, which may include flying and/or driving and some overnight stays.
  • This position requires sitting over 66% of the time.
  • This position requires Visual Acuity at 20 inches (or less) over 66% of the time.

Minimum Qualifications:

  • Bachelor's degree in Computer Science, Management Information Systems, related field, or 5 + years in Information Services
  • Experience developing and managing an Incident Management program
  • Experience developing and managing an Change Control program
  • 5 years of experience managing a Service Desk
  • 5 years of experience in systems and application monitoring
  • Strong leadership skills
  • Strong interpersonal and communication skills
  • Pursues operational excellence and continuous improvement

Preferred Qualifications:

  • Banking/Financial Services experience preferred

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4 pm CST.

For all other inquiries, contact our HR Helpline at 1-800-365-1405, option 4.

Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer, Minorities/Female/Disabled/Veteran

To All Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

Advertised: Mountain Standard Time
Applications close:

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