Service Desk Associate Manager
- Full-Time
- Clive, IA
- WELLS FARGO BANK
- Posted 2 years ago – Accepting applications
Job Description
About this role:
Wells Fargo is seeking a Service Desk Associate Manager.
Pay Range:
$84,000 to $149,400
In this role, you will:
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Apply to this Job
Wells Fargo is seeking a Service Desk Associate Manager.
Pay Range:
$84,000 to $149,400
In this role, you will:
- Oversee the Service Desk staff and ensure that ensure users are receiving the appropriate support.
- Manage the processing of incoming tickets in a timely fashion and ensure effective resolution of end users issues
- Enforce tickets handling and escalation policies and procedures
- Track and analyze trends in Service Desk tickets and generate reports
- Identify, recommend, develop, and implement Service Desk agents training materials to improve and speed the resolution of tickets
- Contribute to IT process improvements initiatives
- Ensure SLA guidelines are met by monitoring contacts in the queue and by making sure that all tickets are completed in a timely fashion
- Support Service Desk manager to ensure stable and consistent support service delivery
- Provide leadership and support of direct reports
- Collaborate with and consult with peers, colleagues and managers
- 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 1+ years of Leadership experience
- Excellent verbal, written, and interpersonal communication skills
- Knowledge and understanding of technical service support
- Ability to process large amounts of information in a customer focused/friendly manner in a fast-paced, high-volume environment.
- Working knowledge of ServiceNow ticket tracking systems or equivalent workflow management tool
- Strong analytical skills, sound judgment, and the ability to work effectively with the client, IT management and staff
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.