The IT Support Manager role will be responsible for the support of bank technology systems, applications, and its end users, and primarily oversee the staff performing these support tasks. Primary responsibilities are scheduling, directing, and monitoring of assigned team's workloads. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve business issues in order to maximize the effectiveness of the organization. Duties: Promote a culture of collaboration and continuous improvement Provide coaching to less experienced members of the team Build rapport and elicit problem details from customers Development of staff through effective coaching and performance management Planning of staff education and training plans Conducting annual staff performance appraisals, as well as discussions related to progress toward goals Evaluation of existing staff readiness for promotion and career path development Monitoring ticket and phone queues to ensure that requests and issues are addressed in a timely manner Interfacing with stakeholders and vendors Managing team schedules, distribution of workload, and delegating tasks as appropriate Recognizing and addressing competing priorities Being a point of escalation for reported issues or concerns Directing 24x7 on-call support of bank systems Providing timely reports on the status of tasks as well as any unforeseen issues to management and stakeholders Providing input on department annual budget expenditures Documenting and reviewing department policies and procedures Requirements: BA/BS degree in computer science, information systems, or computer engineering and/or 5 years equivalent work experience. Certifications in multiple technologies preferred Experience working with Agile methodologies, including Scrum and Kanban Experience working on cross functional teams Experience working with both on-shore and off-shore vendors Strong understanding of information processing and principles Experience with cloud computing principles, specifically related to Amazon Web Services Demonstrated ability to conduct research into a wide range of computing issues Knowledge, Skills, Abilities and Behaviors: Strong written and oral communication skills Exceptional customer service orientation; Strong interpersonal skills, with a focus on rapport-building, listening and questioning skills Strong documentation skills Ability to conduct research into a wide range of computing issues as required Ability to present ideas in user-friendly language Highly self-motivated and directed Keen attention to detail Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Experience working in a team-oriented, collaborative environment
The Federal Home Loan Bank of Chicago is a $72.0 billion wholesale bank and one of 11 district banks chartered in 1932 by the U.S. Congress to improve the availability of funds to support home ownership. The FHLB Chicago is a member-owned cooperative serving members in our district of Illinois and Wisconsin. All federally insured depository institutions, insurance companies engaged in residential ...housing finance, credit unions, and community development financial institutions located in our district are eligible to apply for membership. Today, the FHLB System, which is regulated by the Federal Housing Finance Agency, has more than 7,500 members.
The FHLB Chicago strives to be a valuable partner to our member financial institutions in Illinois and Wisconsin during all phases of financial and economic cycles. The mission of the Federal Home Loan Bank of Chicago is to partner with our member shareholders in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment in the Bank, and support for community investment activities.
The Federal Home Loan Bank of Chicago is committed to diversity at all levels of our organization from the employees we hire to the programs, institutions, and businesses we support. Our goal is to recruit, hire, and develop talented staff and to offer a work environment that allows them to do their best work.