Manager, Service Desk

Job Location
United States-IL-Chicago
Work Status
Computer Ops and Help Desk
FLSA Status
Requisition ID

Start a Rewarding Career with Alliant

Why Alliant?

We’re not a typical financial institution – we’re better. We’re an innovative, fun-loving, highly-engaged group of professionals that are committed to our company and the communities we do business in. We love to recognize and celebrate each other.


Over 90% of our employees say we are a great workplace that is focused on our mission, vision and the future of banking.


What will your day look like?

You will be responsible for managing the Service Desk team to provide a high-quality, cost-effective processing environment that contributes to achieving corporate and divisional business goals. The incumbent will apply great management practices in leading an engaged workforce to effectively and efficiently achieve expectations. Work involves ensuring proper functioning of computer systems, and technology support along with adhering to Alliant’s technology standards and policies. Resources to do the job require a high degree of knowledge of business applications, implementing software, and supporting business users. The incumbent possesses strong management and relationship building skills and provides vision and proactive/problem-solving skills relating to current and future systems’ needs.


Do you see yourself doing this?

  • Oversees and manages all initiatives associated with the Service Desk team, establishes concise and measurable organizational goals that are consistent in supporting corporate objectives.
  • Provides guidance and recommendations for all new IT systems to ensure the interoperability and adherence to Alliant’s technology standards and policies of all systems.
  • Serves as lead architect for group projects as well as internal IT and business driven initiatives.
  • Manages and develops Service Desk technical support team.
  • Defines and monitors multiple project priorities and provides technical and administrative supervision; ensures appropriate management is apprised of operational status of projects.
  • Provides appropriate hardware/software resources for business applications; performs capacity planning, workload modeling/prediction, and purchasing recommendations for new hardware/software upgrades; provides business applications enough resources for their short-term and long-term growth.
  • Ensures environment is updated with current, stable versions of software products; maintains currency with operating system and support software; plan and implements major software upgrades; ensures change management procedures and methodologies are implemented and followed; provides a current, well-managed operating environment for production processing and application development.
  • Manages the Service Desk team to provide daily support and guidance over Alliant’s in-house and out of the box applications including online banking.
  • Duties include but not limited to performance tuning, capacity planning, upgrades and patches, Service Desk ticket resolution, Service Level Agreement monitoring, 1st and 2nd level technical support.
  • Supports, maintains, and collaborates with other IT/IS departments to articulate a technical vision that coincides with and fully supports overall business planning process.
  • Ensures a stable systems performance environment; undertake performance monitoring/analysis, identifies and resolve application issues, and produces reports as needed for management.
  • Ensures data pertaining to the status of problems and Service Desk service requests are entered into problem tracking systems accurately and promptly on a daily basis; provide an up-to-date picture of service delivery status and backlog.
  • Required to be available 24x7 during emergency situations.


What makes you a great fit?

You’ll be a great fit if in addition to the completion of a Bachelor’s degree in Computer Science or a related discipline, with ten (10) years of IT Management experience, or equivalent combination of training and experience, you have:

  • Extensive knowledge of desktop and laptop hardware and software to supporting complex environments at an enterprise level is required.
  • Hands on technical knowledge and experience with ServiceNow, Virtual Desktops, MSOffice Suite, MS-Exchange, Windows 7 / 10 Operating Systems, Windows Server 2008 / 2012, and Active Directory is desired.
  • Proven ability to lead, develop and motivate people.
  • Excellent relationship management and customer service skills; be self-motivated and able to deliver to strict schedules, as well as work with and incorporate input from other areas.
  • Ability to communicate and present at all levels of an organization


When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:


  • Competitive medical, dental, and free vision benefits
  • Competitive compensation plan
  • Contributions towards gym memberships
  • Generous PTO and banking holidays off


Still not convinced?

We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.



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