Technology Service Desk Supervisor

Job Summary:

Supervises and oversees the day-to-day activities and operations associated with developing and implementing information technology initiatives. Supports the planning and implementation of Enterprise IT systems in support of Synovus strategic plans to foster automation, enhance the customer experience, improve overall service quality, support business growth, improve cost effectiveness and lead to greater productivity and efficiency. This role will have introductory supervision of various roles within the team which can include any facet of the design and development of technology or applications which may include Business Systems Analysts, Developers, System or Application Engineers. Monitors and analyzes data used in making decisions related to Synovus product strategies and initiatives in the scope of systems and applications development, process improvement and organizational change.

Job Duties and Responsibilities:

• Leads the team as a subject matter expert in supporting multiple technology or business units by providing information used in governance and decision-making. Directs self or team to provide appropriate levels of support, based upon priority and criticality, to developers and projects.
• Plans, conducts, and leads research and/or development work on highly complex projects necessitating the origination and application of new and unique approaches. Leads multiple initiatives simultaneously.
• Provides oversight of all internal, external, compliance and vendor audits to ensure a scalable, satisfactory rating and risk tolerance for assigned area of responsibilities (i.e., Technology, Applications).
• Identifies trends and opportunities for improvement and develops potential solutions for Technology and business issues of high complexity.
• Possesses advanced knowledge of the information needs of assigned Technology and business units and coordinates with supporting units and Enterprise Project Management Office (EPMO) to meet those needs.
• Manages multiple vendors within team, submits quotes for renewals, and tests new products. Works with vendors to develop and implement solutions for products relating to security, patching, printers, desktops and other hardware.
• Develops complex test plans, supervises and performs tests, and documents results for new strategies and systems.
• Maintains awareness of new developments and technology.
• May spend half or more time performing work similar to team members supervised. Applies strong working knowledge of team functions, SDLC process, and institutional knowledge to enable the team to deliver high quality solutions that meet the lines of business and organizational needs.
• Supervises the day-to-day activities of assigned team and manages the annual performance management and merit processes. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

Bachelor’s degree in Business, Finance, Computer Science or related field or an equivalent combination of education and experience.

Minimum Experience:

Eight years of job-specific experience including vendor management, project management, and formal process design and implementation experience; and one year leading teams and/or serving in a lead or senior level role working on complex projects.

Required Knowledge, Skills, & Abilities:

• Proven experience in a customer service or technical support role, preferably in a technology-related field.
• Strong technical knowledge and proficiency in troubleshooting hardware and software issues across various platforms and devices.
• Excellent customer service and interpersonal skills, with the ability to communicate technical information effectively to customers of all technical backgrounds.
• Patience, empathy, and the ability to remain calm and composed while dealing with frustrated or irate customers.
• Ability to handle multiple customer inquiries simultaneously and prioritize tasks effectively.
• Proficient in using diagnostic tools, software applications, and operating systems.
• Strong organizational skills with attention to detail and the ability to maintain accurate records.
• Ability to work in a fast-paced, high-pressure environment, adapting quickly to changing priorities and customer demands.
• Availability to work flexible hours, including evenings, weekends, and holidays, as required.

Preferred Knowledge, Skills, & Abilities:

• Financial Services industry experience