IT Manager, Service Desk

The IT Operations teams encompass the management and oversight of UMB's technology systems, including maintaining hardware and software, monitoring system performance, resolving technical issues, and optimizing workflows. The teams focus on delivering reliable and efficient systems and processes to drive organizational success.

As the IT Service Desk Manager, you will oversee the IT Service Desk and Proactive Support teams to ensure that end users are receiving the appropriate level of service and support. This includes leading defined procedures related to the identification, prioritization, and resolution of end user help requests as well as monitoring, tracking and coordination of IT Service Desk functions. You will also ensure IT related issues reported to the IT Service Desk are handled in a timely manner and meets or exceeds Response and Resolution SLAs. You will also be responsible for communicating application problems, incidents, and issues to key stakeholders, including management, end users, business leaders, and third-party vendors. This is a subset of the overall responsibilities which will include multiple initiatives as assigned by IT leadership.

This role is hybrid (2 days / week on-site) and will be at the Kansas City, MO or Dubuque, IA locations.

How you'll spend your time:

• Overseeing the daily operations of the teams requiring incumbent to manage multiple projects simultaneously.
• Managing the development of individual team members by providing coaching through listening and timely feedback.
• Setting challenging yet attainable goals for team members and managing their performance. This includes requesting, steering, managing, and monitoring the team members' work efforts and keeping skillsets current.
• Developing, implementing, and maintaining policies and procedures for areas of responsibility to realize SLAs and uptime requirements.
• Participating in the budget process and maintaining a budgetary awareness.
• Understanding the risk and impact to the business while recommending risk mitigation strategies and options to be considered.
• Maintaining audit strength at all times to remain prepared for both internal and external audit authorities, including consulting with teams building/maintaining self-managed data stores.

We're excited to talk with you if:

• You have a college degree in Information Technology, Computer Science or a related field and at least 3 years of technical work experience OR a combination of education and experience that would provide an equivalent background.
• You have at least 3 years of experience in management, supervisory, or team lead capacity leading teams.
• You have knowledge of information security best practices, CIS benchmarks, and vulnerability management.
• You have experience working in an environment that follows strict change management.

Bonus Points If:

• You have experience within the banking and/or financial services industry.

Applicants must have legal authority to work in the United States. Work Visa sponsorship is not available for this position.

Compensation Range:
$83,200.00 - $178,800.00

The posted compensation range on this listing represents UMB's standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

Are you ready to be part of something more?
You're more than a means to an end-a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.

UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to to let us know the nature of your request.

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