Bank Of America Technology Support Manager 

United Kingdom, England, London 

572199151

Job Description:

Job Title:
Technology Support Manager

Corp Title:

Lead and develop your team:

• Manage, mentor, and motivate a team of desktop support technicians.

• Conduct performance reviews, provide regular feedback, and identify training and development opportunities for team members.

• Foster a collaborative and positive team environment that encourages learning and growth.

• Delegate tasks effectively and ensure equitable distribution of workload.

Manage business requests and support:

• Oversee the efficient resolution of all desktop-related incidents and service requests, ensuring adherence to SLAs.

• Act as an escalation point for complex technical issues.

• Collaborate with other IT teams to ensure seamless support and problem resolution.

• Communicate effectively with business users, keeping them informed of progress and managing expectations.

Drive service restoration:

• Lead the team in quickly identifying, diagnosing, and resolving service disruptions to minimize business impact.

• Implement and maintain robust incident management processes.

• Proactively identify potential issues and implement preventive measures.

Contribute to team and service development:

• Identify opportunities to improve desktop support processes, tools, and documentation.

• Stay up-to-date with the latest desktop technologies and recommend solutions to enhance efficiency and user experience.

• Collaborate with IT leadership on strategic initiatives related to end-user computing.

• Contribute to the development and implementation of IT policies and procedures.

• Integrate and contribute to our risk culture and routines.

What we are looking for:

• Proven experience in a desktop support role, with previous leadership or management experience.

• Strong technical expertise in desktop operating systems (Windows, macOS), hardware, and common business applications (e.g., Microsoft Office 365, collaboration tools).

• Experience with IT service management (ITSM) and ServiceNow.

• Excellent problem-solving and analytical skills.

• Outstanding communication, interpersonal, and leadership abilities.

• A customer-centric approach with a strong commitment to service excellence.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Benefits of working at Bank of America:
UK

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner

• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons

• 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum

• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.

• Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services.

• Access to an Employee Assistance Program for confidential support and help for everyday matters

• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution

• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions.

• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.