At Midland States Bank, we believe that when we can bring our whole selves to work each day, we become happier, more comfortable, more confident and more excited to do great things for our customers, each other and our company. We’re proud to be an Equal Opportunity and Affirmative Action employer. At Midland, we recruit, employ, train, compensate and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are looking for a place to grow, we encourage you to apply at Midland States Bank, because you belong here.
**Remote work options – looking for qualified candidates in the St. Louis, MO area.
The primary responsibility of this position is oversight of the daily Service Center support operation. This entails making sure the Service Center team delivers high quality customer service in managing incident restoration and service level agreements and monitoring the duties of the team members to ensure that client inquiries are promptly attended to. This position, and the team supporting this position assists staff with technical support of desktop computers, applications and related technology. The position’s responsibilities require independent analyses, communication and problem solving.
Facilitate good customer service culture in team members.
Work closely with Senior Manager – IT Service and business leads when necessary to ensure proper prioritization and resolution of issues following migrations or changes that have significant impact on business units.
Provide proper escalation of critical IT-related issues and requests.
Analyze Service Center metrics and make recommendations to continually improve support.
Work with outside vendors as needed.
Responsible for the Critical Incident Management process, including triage, coordinating communication, engaging support resources, participating in/leading post-mortem efforts.
Maintain and distribute training material related to the operation of the Service Center, both for the IT Agents working tickets, as well as the users we support.
Work user created service cases.
Maintain close contact with internal Change Management teams to ensure Service Center staff is prepared for issues resulting from changes/report on the impact of these changes as needed.
Observe Service Center Operation techniques to determine how effective they are and implement/train new techniques when old ones are ineffective.
Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA).
Technical knowledge to perform computer troubleshooting
Technical knowledge to perform repairs on printers and other network peripherals
The ability to work independently
The ability to establish and maintain effective working relationships
Showcase good interpersonal skills for customer relations.
Must be knowledgeable about Service Center System ITSM and tools.
Associates degree in IT related field; Bachelor’s degree and/or relevant technical certifications(s) strongly preferred.
Ability to be flexible and adapt quickly to changing priorities and business direction
Understanding of ITILv4 and how to implement.
Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time.
Makes sound decisions
Being a brand champion
Being flexible and adaptable
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Midland States Bank Human Resources at HR@midlandsb.com.