IT Help Desk Manager

Job Description United Community Bank, is looking for an IT Help Desk Manager. The IT Help Desk Manager will be responsible for leading and managing our help desk operations. In this role the Manager will need to be exceptionally organized, skilled at prioritizing competing demands and confident in escalating issues appropriately to ensure rapid resolution and minimal business disruption. The Manager will also serve as the operational backbone of the IT help desk, setting standards, enforcing processes, and acting as the key liaison between end users, infrastructure teams, security, and leadership. The position is responsible for providing excellent customer service to our employees. Essential Duties and Responsibilities: Lead daily operations of the IT help desk, ensuring tickets are properly logged, categorized, prioritized, and resolved in accordance with SLA's Establish and enforce clear escalation paths for technical, security, and operational issues Monitor ticket queues to ensure urgent issues are identified quickly and addressed appropriately Ensure consistent documentation of incidents, requests, resolutions, and root causes Assess incoming issues for business impact, urgency and risk Escalate issues to Systems, Network, and Security, or Vendor Partners with complete and accurate context Act as the point of coordination during outages, high-impact incidents, or security-related events Supervise and mentor help desk staff, promoting accountability, professionalism, and customer service excellence Conduct workload balancing, scheduling, and performance oversight Identify training needs and help develop career paths within IT for supervised staff Maintain and continuously improve help desk processes, workflows, and documentation Track metrics such as ticket volume, response times, resolution times, and recurring issues Provide regular reporting to IT leadership on trends, risks, and improvement opportunities Ensure help desk operations align with banking regulatory expectations, internal controls, and information security policies Coordinate with Information Security, and Risk teams when incidents involve sensitive data or access Support audits and examinations by providing documentation and evidence of controls Maintain appropriate understanding of Bank systems Develop and maintain effective working relationships at all levels by proactively participating and contributing to a positive work environment, controlling emotions and temperament, and exhibiting courteous, respectful, and professional behavior at all times Maintain familiarity with bank products and services Maintain familiarity with all regulatory standards Maintain familiarity with and uphold all Bank policies and procedures including policies and procedures related to this position Complete all training requirements as assigned Other related duties as assigned Experience and Skills Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Computer Requirements: Familiarity with ITSM tools, ticketing systems, and SLA-driven environments Understanding of information security principles, access controls, and incident response Education/Experience Requirements: Bachelor's Degree in IT related field or equivalent work experience preferred Prior experience working closely with Systems, Security, and Network teams preferred Experience supporting Windows environments, end-user hardware and common enterprise applications Proven experience managing or leading an IT Help Desk or Service Desk in an enterprise environment is preferred Additional Requirements: Previous customer service skills preferred Experience in banking, financial services, or other regulated industry preferred Strong attention to detail and accuracy Strong time management and organizational skills Demonstrated ability to evaluate urgency, prioritize effectively, and escalate issues appropriately Ability to practice discretion and handle confidential information in a professional manner Ability to handle sensitive and confidential situations and comprehend the level of confidentiality that comes along with the position and protecting employee's, customer's and bank information Problem Solving/Analysis skills Ability to communicate effectively and professionally with customers and coworkers Ability to read, write and comprehend simple instructions, short correspondence and memos Ability to perform basic mathematical calculations and to work with mathematical concepts and apply them to work situations Ability to manage and execute more than one task at a time Ability to define problems, collect data, establish facts, and draw valid conclusions Ability to independently perform duties, establish priorities and meet deadlines with limited supervision Ability to adhere to safety and compliance regulations and procedures Ability to explain the benefits of bank products and services and answer customer questions regarding these products and services Knowledge of financial institution regulations Ability to exercise sound judgement that is consistent with established policies, procedures and business practices Attendance Requirements: Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided. Certificates, licenses, or registrations: None required Working Conditions: This job operates in a clerical setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical requirements: Requires bending, stooping or standing as necessary Requires the ability to hear, speak and/or signal people Effectively communicate verbally, in writing, and in English Requires manual dexterity, typing, and the ability to key in transactions The employee may occasionally lift and/or move up to 25 pounds Job Benefits The following benefit programs are available to all employees: 401(k) retirement plan (requires 60 days of employment, age 20) Paid Leave Time Free checking account including identity theft and cellphone protection, Roadside Assistance and more Free savings account & Safety Deposit Box Cashier's checks In addition, the following benefits are available to all full-time employees after meeting eligibility requirements: Vacation time (requires 30 days of employment) Sick/Personal Time (requires 90 days of employment) Holidays Jury Duty leave Health Insurance (requires 60 days of employment) Dental Insurance (requires 60 days of employment) Vision Insurance (requires 60 days of employment) Life Insurance (requires 60 days of employment) Short-Term Disability Insurance (requires 60 days of employment) Long-Term Disability Insurance (requires 60 days of employment) Section 125 Cafeteria Plan including Flexible Spending Accounts (requires 60 days of employment) Tuition Reimbursement Military Leave Some benefit programs require contributions from the employee, and all begin on the first of the month after eligibility is met. Certain benefits provided by United Community Bank are governed by plan documents. Please visit for more information on UCB's complete benefit package.

Created: 2026-03-10