The Technology and Operations Division of Zions Bancorporation has team members in Los Angeles, Las Vegas, Phoenix, Salt Lake City, Denver, Dallas, and Houston, and is dedicated to creating success for the banks that make up Zions Bancorporation. The 1500-member division builds and maintains the world-class infrastructure of the entire corporation, and also contributes to the company's bottom line by providing exceptional customer service.

Zions Bancorporation is one of the nation's premier financial services companies, consisting of a collection of great banks in select high growth markets. Zions operates its banking businesses under local management teams and community identities through over 500 offices and 600 ATMs in 10 Western states: Arizona, California, Colorado, Idaho, Nevada, New Mexico, Oregon, Texas, Utah and Washington. Zions Bancorporation is a leader in small business lending, and agricultural and public finance. The Corporation also operates several new technology ventures such as Contango and NetDeposit. Zions Bancorporation's common stock is traded on NASDAQ under the symbol ZION, and the company is a member of the S&P 500 Index and the NASDAQ Financial 100 Index.

IT Service Desk Supervisor

IT Service Desk Supervisor
 
Description
 
Zions Bancorporation is now accepting resumes for our Service Desk IT Supervisor position in Salt Lake City.  The ideal candidate for this high profile position will have the skills and experience necessary to partner with Service Desk leadership to drive employee coaching, forecasting, scheduling, and mentoring to achieve end user service levels, departmental financial goals and successful operations for the Service Desk and its end users in a multi-site, multi-skilled environment.
 
MAJOR JOB RESPONSIBILITIES
 

• Lead and direct Service Desk activities including call/chat forecasting, agent scheduling, and real time performance support to optimize service levels, service quality, and financial performance. 


• Facilitate significant change within the Service Desk to accompany the implementation of new processes and procedures


• Work collaboratively with Service Desk leadership.  Provide strategic recommendations regarding  optimization and achievement of business objectives


• Plan and implement an employee forecasting and scheduling process and drive ongoing improvements to these processes. 


• Provide timely, accurate reporting on Service Desk metrics and individual employee performance.   


• Provide quick and effective coaching, development, and performance management.


• Drive a culture of continuous improvement, accountability and execution.  

JOB QUALIFICATIONS
 

• Bachelor's Degree with a minimum of 5+ years supervisory experience, preferably in a high availability customer focused Service Desk, with experience managing Service Desk teams


• Proven experience with data analysis and reporting along with forecasting and scheduling methodologies.


• Demonstrated success managing new initiatives while meeting operating and budgetary requirements


• Proven ability to effectively manage people, processes, and technology


• Strong collaboration, verbal and written communication skills


• Highly analytical with the a proven background to execute and implement multiple priorities


• Preferred experience and/or skills: 
  
  
  • Strong data analysis and reporting
  
  
  • Demonstrated success in managing a large team
  
  
  • Real time experience in a Windows, Active Directory, Exchange environment.  With emphasis on troubleshooting workstation hardware and software issues.   

Zions Bancorporation is an Equal Opportunity Employer
 
 

We have many opportunities both at the Bancorporation and at our affiliates. Wherever you find your fit in the Zions family, we look forward to working with you!