HelpDesk Manager at HomeTrust Bank in Asheville, North Carolina

Job Description:

Role Summary

Ensures employees and customers can accomplish their desired tasks by engaging in activities that support the bank’s stated Service Level Agreement (SLA) of 99.9% availability.  Provides advanced technical support to HelpDesk Level I and Level II Technicians.  Assists HelpDesk Level I and Level II Technicians in prioritizing, documenting, and resolving support requests, and develops them into further roles within the organization.

Key Responsibilities

• Collaborates with department managers to ensure existing technology supports business needs.


• Responsible for engaging employees in ways that improve rapport, involvement, and positive interaction with the HelpDesk.


• Monitors escalation procedures to ensure proper and timely resolution of critical issues, and monitors HelpDesk ticketing system for consistency and professionalism throughout each response.


• Trains HelpDesk employees on strategies for dealing with persistent callers, and assists Level I and Level II Technicians by prioritizing work and offering advanced technical support.


• Performs quarterly employee satisfaction surveys to ensure the highest level of customer service is achieved, adjusting as necessary to improve results.


• Samples closed tickets to ensure issue has been adequately resolved.


• Establishes and runs daily and weekly staff meetings.


• Monitors preventative maintenance schedules to ensure service level agreements are maintained and problem equipment is removed from production.


• Provides reports to senior management related to department performance and current and upcoming projects.


• Maintains schedules for continuous hardware replacement cycles.

Your Experience

• Associate’s degree in a related field required.


• Bachelor’s degree in a related field preferred.


• 6+ years of relevant experience required.


• CompTIA A+ and CompTIA Network+ Certifications required.


• Must maintain required certifications.


• Banking or Financial Services experience preferred.

Work Environment, Physical Requirements 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  HomeTrust Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of qualified applicants and employees.

• This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.


• While performing the duties of this job, the employee is regularly required to talk or hear.


• Physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing are required.

DISCLAIMER:  HomeTrust Bank is an evolving company.  As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

HomeTrust Bank is an equal opportunity employer.  We are committed to providing equal employment opportunities for all employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information, or veteran status.

See Job Description.