IT Services Operations Manager

Rural King Mattoon , IL 61938

Posted 1 week ago

Job Title: IT Service Operations Manager

Job Location: Store Support Center, Mattoon, IL

Reports to: Director of Information Technology

FLSA Status: Salaried Exempt

Exempt Classification: Exempt


IT Service Operations Manager oversees and directs the day-to-day activities of Rural King's IT Call Center and Desktop Services division's. Creates plans and provides hands-on support during emergencies, outages, and service transitions. Provides guidance and leadership to the IT Call Center and Desktop Services division's, and directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.


  • Accomplishes IT staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, polices, and procedures.

  • Lead our associates in a way that exemplifies the leadership principles taught in Thrive and reinforces Thrive skills with managers reporting to you

  • Responsible for owning the Samanage platform, directing on-going maintenance, configuration, implementation and upgrading of application to take advantage of new capabilities

  • Supervises the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.

  • Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.

  • Create and manage escalation procedures and ensures service levels are maintained.

  • Document, track, and monitor problems to ensure resolution in a timely manner.

  • Develop information technology projects and provides strategic management and objectives for the department.

  • Selects, develops, and evaluates personnel to ensure the efficient operation of help desk functions.

  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

  • Oversee the development, implementation, and administration of help desk staff training procedures and policies.

  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)

  • Ability to complete computer-based training


  • Associate Degree or equivalent combination of education

  • Minimum of (5) years of related experience

  • Experience leading teams and establishing accountability

  • Ability to understand and ensure alignment with Rural King's growth strategy

  • Excellent communication skills, both verbal and written

  • Ability to participate in our online applicant and new hire on-boarding process remotely

  • Ability to complete computer-based training


  • Yes


  • Ability to communicate effectively to all audiences

  • Good visual acuity

  • Close vision for computer work

  • Repetitive wrist movements on keyboard

  • Ability to sit/stand/walk for long periods of time

  • Ability to walk up and down stairs multiple times per day

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Loan Operations Analyst

First Mid-Illinois Bancshares, Inc.

Posted 5 days ago

VIEW JOBS 9/13/2019 12:00:00 AM 2019-12-12T00:00 Loan Operations Analyst GENERAL SUMMARY OF RESPONSIBILITIES: Responsible for providing administrative support to the loan processing and loan operations area. Responsible for reporting and exception tracking of lending activities. DESCRIPTION OF PRIMARY DUTIES: * Completes daily reconciliation of the non-posted transactions, balancing of GL 1876000000(A/R Loans) and second review for balancing of loan accounts and loan general ledger accounts. Also responsible for the month balancing for ACH/Credit Life/Dealer Reserve/Cashiers Checks; and Dual Control semi-annually. * Tracks and files Flood Insurance and force placing property and flood insurance. * Charge off. OREO and Repo collateral transactions, including ensuring that proper approval is obtained. * Compiles the lending section of the Board Report. * Processes ACH transactions and SBA interest payments. * Monitors bankruptcy notices and ensuring the ITI system is updated accordingly. * Responsible for reversing payments on returned checks, combining Ports on the ITI system, and for follow up on Misc. Ticklers with the branches. * Responsible for reconciling consumer disputes with the credit bureaus through the e-oscar program. * Assists branch personnel and customer s with questions/problems. * Provides backup to the Loan Assistant duties as needed; backup for rate changes on the ITI system; and in the Central Processing area when needed. * Cross-sell bank products and services in a professional manner. * Performs related duties as assigned. SKILLS AND ABILITIES REQUIRED: * Computer proficient in word processing and spreadsheet functions. Thorough knowledge of bank operations, general ledger system and loan operations. * Thorough understanding of loans, loan system and ITI data system. * Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner. * High level of interpersonal skills to interact with employees in a professional manner. * Adequate knowledge of both internal policies and procedures and the respective state and federal laws and regulations governing departmental functions to ensure performance of individual job duties within the proper control environment. EDUCATION/TRAINING REQUIREMENTS: * Training normally acquired through high school education or equivalent plus specialized training in banking or loan operations. * 3 – 5 years loan operations experience. This Job Description describes the general nature and level of work performed by the individual assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability. This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the position change. First Mid-Illinois Bancshares, Inc. Mattoon IL

IT Services Operations Manager

Rural King