Manager, Technical Services - Hybrid

Is it a Bank? A cooperative? A leader in affordable housing? We are all those things and more!

Our core mission at FHLBank Indianapolis is to provide reliable and readily available liquidity to our member institutions to support housing finance and community development. Simply put, we’re a bank for banks, credit unions, community development financial institutions and insurers across Indiana and Michigan. We also assist in meeting the economic and housing needs of communities and families through grants and subsidized advances that support affordable housing and economic development.

But enough about us, let’s talk about you.

Are you looking for a company that views their employees as their greatest asset?

A company that’s dedicated to making a difference in the community? So much so they pay their employees to volunteer?

Do you want to join a talented workforce that prioritizes equal opportunity within an inclusive culture, and promotes learning and development, unique skills/ideas, and employee engagement?

If you’ve said yes to these questions, then we might be a match!

Here is what we offer:

• Flexible hybrid workforce model: Onsite three days a week and two days remote. We also offer remote flex days!

• Fantastic, competitive pay and total rewards

• Industry-high 401(k) match: up to 6% PLUS…an additional 4% contribution!

• Tuition reimbursement assistance: To help you continue to develop personally and professionally.

• Student loan repayment assistance: That’s right, we will help you repay outstanding student loans!

• Awesome Benefits Package: Medical, dental, vision benefits and even pet (you read that right) insurance!

• Generous time off: Vacation, paid federal holidays, birthday month floating holiday, volunteer day and summer hours program

• “Dress for your day” dress code: You choose the appropriate work attire based on what your day looks like.

Statistics show that it is less likely for some candidates to submit their application if they don't meet all the criteria within the job description. If this is you, we encourage you to give yourself a chance and submit your application anyway, as you may be the perfect match for this role!  ​

Purpose:

The Technical Services Manager is responsible for managing the Desktop Support and Mobility Services teams to provide strategic and administrative direction to the IT team and be accountable for daily operations of the department. They will be responsible for prioritizing requests, setting appropriate expectations, and fostering communication between the lines of business and across all functional areas within the IT team.

This individual will provide leadership to the activities of the IT department and staff and is responsible for verifying that processes are documented, ensuring that staff is fully trained and cross-trained, and identifying opportunities for continual process improvement to optimize the performance of the team. This individual will manage with a focus on customer service, quality, and an emphasis on the safe and sound operation of technology in support of the Bank’s operations.

The following statements are intended to describe the general nature and level of work being performed by persons assigned to the job. They are not intended to be an exhaustive list of all responsibilities or abilities required of persons so classified. The Bank reserves the right to alter or amend this description at any time.

Specific Responsibilities:

• Oversee and advance technical teams, proactively identifying and managing issues and risks to ensure the success of technology solutions and organizational objectives.

• Ensure support and the effective operation of client end-point technology. This includes overseeing the maintenance and deployment of all end-point devices while maintaining compliance to all security requirements.

• Responsible for ensuring the ongoing accuracy and reporting for all hardware and software inventory.

• Prioritize and manage the development and implementation of technology solutions by fostering collaboration with IT and business stakeholders.

• Manage assigned personnel. Responsibilities include hiring, skill gap identification to define training and development opportunities, work assignments, employee time-off, performance evaluations, promotions, salary increases, disciplinary actions, and terminations.

• Assist with the coordination of change control and serve as the lead coordinator of the problem management process.

• Responsible for developing business contingency plans for the ongoing operation of end-user client infrastructure.

• Analyze performance of Help Desk activities and documented resolutions, identifies problem areas, and recommends solutions to enhance quality of service and to prevent future problems.

• Assist management in the establishment of key performance indicators, key risk indicators and service levels.

• Act as a liaison to internal and external audit teams and regulatory agencies

• Work with vendors for management of 3rd party services.

• Available to be on-call during off hours.

• Additional duties as assigned.

Competencies:

Business

• Job Knowledge

General

• Decision Making/Judgment

• Dependability

• Productivity

• Adaptability/Flexibility

• Innovative

• Initiative

People

• Communication

• Leadership

• Team Focused

Position Requirements:

• Bachelor’s degree in an information technology related field or equivalent experience.

• Minimum of 3-5 years' of direct IT management work experience.

• High degree of initiative and demonstrated ability to problem-solve complex technical issues.

• Hands-on technical skills with experience in the following technical domains: (1) Windows/iOS Support: Imaging, security and application updates, software deployments, and troubleshooting, (2) iOS/Android Support: Deployment and management of mobile devices, (3) ServiceNow: Experience managing IT support tickets, workflows, and reporting, (4) Microsoft O365: Experience Administration and end-user support of Office, Teams, SharePoint, OneDrive, (5) Active Directory and Group Policy: Experience administrating policy and account management, (6) Endpoint Security: Experience managing endpoint security solutions, (7) VMware Horizon: Virtual Desktop Infrastructure (VDI) deployment, maintenance and troubleshooting experience. 

• Established track record of competency in the ability to manage multiple initiatives and projects. Tested time management and organization skills to ensure completion of projects in a timely manner.

• Developed leadership skills and the proven ability to develop successful partnerships with IT and the business stakeholders.

• A focus on customer satisfaction with strong interpersonal skills.

• Must not have been convicted on any civil or criminal charge that would suggest a risk to Bank security

• Ability to work full-time.

• Ability to uphold and model the Bank’s Guiding Principles.

Hiring Range: $127,000 - $149,000

Hiring ranges reflect the base salary that the Bank reasonably expects to pay for a given role and is not inclusive of annual incentive award opportunities, retirement benefits or the value of other health and welfare or other ancillary benefits. We consider many factors when determining base salaries such as individual background and experience, the competitive environment, education, particular skill set(s), and industry and institutional knowledge.

FHLBank Indianapolis is an Equal Opportunity Employer.