Peoples Bank IT Support Assistant Manager

Description

Information Technology Support Assistant Manager

Barkley Financial Center – Dahlia Building

Bellingham, WA

Monday–Friday, 8:00 a.m. to 5:00 p.m. (40 hours/week)

Participation in a rotating extended support schedule is required, currently one week per month, which includes coverage between 7:30 a.m. to 6:30 p.m. Monday–Friday and Saturday 9:00 a.m. to 1:30 p.m. Additional hours may occasionally be required to support major deployments, branch openings, or other business needs.

A Day in Your Life at Peoples Bank:

As the IT Support Assistant Manager, you will serve as a key leader within the Help Desk team, supporting the IT Support Manager in overseeing daily operations, fostering team growth, and ensuring the consistent delivery of proactive, responsive, and high-quality IT support. This role promotes service excellence by building team effectiveness, strengthening cross-functional collaboration, and maintaining a customer-centric approach to support.

Your Primary Responsibilities Would Include:

• Managing daily Help Desk activities, including support queues, service levels, team workload and coverage.
• Proactively identifying opportunities to improve Help Desk processes, workflows, and operational efficiencies.
• Participating in Identity Access Management (IAM) activities, including provisioning, deprovisioning, maintaining and reviewing user access (i.e. moves, adds, changes, and deletes).
• Providing hands-on technical support to Bank employees and assisting with troubleshooting hardware, software, and network and system access issues.
• Serving as the primary escalation point for complex end-user support issues.
• Coordinating and performing hardware lifecycle management activities involving end-user devices and related technology assets (e.g. laptops, desktops, printers, conference room equipment).
• Ensuring accurate inventory tracking and implementation of asset management best practices.
• Developing and maintaining support documentation, knowledge base articles, and standard operating procedures. 
• Working with service providers and internal IT staff to coordinate support, troubleshoot issues, and ensure vendor-related services operate effectively.
• Coordinating support activities related to branch openings, office moves, and technology implementations.
• Conducting visits to the Bank’s branches for purposes of IT support and hardware replacement/repair.
• Assisting the IT Support Manager with hiring, onboarding, training, and performance reviews of Help Desk personnel.
• Processing timecards of IT Support Technicians.
• Reporting system downtime, service interruptions, and other technical issues to management. 
• Providing emergency technical support outside of regular banking hours as necessary.

Requirements

What You Bring to the Team:

• You have a High School Diploma, G.E.D. or equivalent. 
• You may have a bachelor’s degree in information technology or related experience.
• You have a minimum of 5+ years of Help Desk experience in an office environment.
• You have experience supervising and developing team members.
• You may have industry certifications such as CompTIA A+, Network+, and Security+.
• You can interact in a professional and collaborative manner with employees at all levels of the Bank.
• You have proficiency with Microsoft Windows and Office products, and Active Directory and M365 administration.
• You work with minimal supervision and have excellent organizational, problem-solving, and decision-making skills.
• You have strong interpersonal skills including professional etiquette and service mentality.
• You are skilled at business communication, both verbal and written.
• You have a strong professional demeanor and high regard for confidentiality.
• You can travel to other Peoples Bank locations and off-site for meetings and/or training as required.
• You have the ability to model the Peoples Bank Mission, Vision, and Values.

This job posting is not intended to cover or contain a comprehensive list of all functions, duties or responsibilities that are required in this position. Functions, duties, or responsibilities are subject to change at any time with or without notice. 

The Bank’s Commitment to You:

We ensure that YOU are provided with dedicated, tailored support from our existing team. We admire your passion for growth and self-fulfillment, so we offer engaging professional development and career advancement opportunities. In addition, you will be working with a widely supportive HR team with a wealth of knowledge across a variety of areas.

For over 100 years, Peoples Bank’s philosophy of “People First” has created an unwavering commitment to our employees, customer, and local communities. Our purpose is to serve our communities with honesty, integrity, respect, and commitment – and our promise, “A Higher Level of Service” always starts and ends with people. We strive to be the “Best Community Bank in the Pacific Northwest” and that endeavor includes being the “Best Employer in the Pacific Northwest”. 

Our Employees Enjoy Generous Benefits:

• We are proud to offer hybrid work from home options for most non-customer facing positions.
• We share our success with you through Profit Sharing, Incentives, and other Bonus Structures, based on your position.
• We enjoy a healthy work/life balance by offering 12 days of paid vacation, 2 paid wellness days, 2 days of paid community service time, as well as paid sick leave that is accrued based on hours worked. Our employees will also enjoy 11 paid holidays throughout the calendar year.
• We understand that wellness needs can look different for everybody, so we provide a full suite of Health benefits to employees and their families that include Medical, Dental and Vision Insurance, Mental Health Resources, and a $200 annual reimbursement for wellness related expenses.
• We invest in your financial security by providing an 8% 401(k) employer match and safety net of life and disability plans.

EEO Statement(s):

At Peoples Bank, we know we are better together. We are dedicated to crafting a workplace that reflects the different backgrounds and perspectives of our communities, customers, and employees. If you’re excited about the job, we encourage you to apply, all experiences are welcome. Peoples Bank is proud to be an equal opportunity workplace and affirmative action employer.