End User Services Manager

Ameris Bank is a purpose-driven company, dedicated to bringing financial peace of mind to communities, one person at a time. Whether a customer wants to grow their business, buy a home, or feel confident in their retirement plan, they have a partner in Ameris Bank. We serve customers in our locations across the Southeast, Mid-Atlantic and nationwide through our extensive digital offerings and mobile app.

Delivering financial peace of mind starts with a team that values integrity and rewards ingenuity. At Ameris, you'll find teammates who are inclusive, collaborative problem-solvers who go the extra mile to support one another and to meet every customer's needs. When teammates are empowered and bring their diverse perspectives to the table, we create the best possible outcomes for our customers. At Ameris, we know that a growth mindset is key for high performance and fosters an environment that prioritizes continuous improvement. Teammates have access to Employee Resource Groups that serve as advocates and allies as well as professional development opportunities to drive ongoing education. Learn more about our purpose and how you can bring it to life as an Ameris Bank teammate.

The EUS Manager is responsible for managing the IT End User Services (EUS) staff and ensuring that the bank's technology is operating as expected including all end users are receiving the appropriate assistance and the data center infrastructure and networks are working properly. In addition, the EUS manager will help coordinate all requests and SLAs for all other IT departments being tracked by the help desk system. Other duties as assigned.

Essential Functions, Duties, and Responsibilities:

* Establish and enforce EUS service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.

* Lead the EUS team across Ameris with SLA improvement, KPI development to measure performance and success and driving closure across all support teams.

* EUS to own Operational communications on all system outages with driving accountability to the areas for Root Cause analysis. Ensure team is aligned to the current incident management framework.

* Lead a model for Mortgage that aligns to their expectations and brings the application and end user teams together.

* Lead a model to ensure technology is inventoried and working across all locations when it comes to laptops, desktops, pc accessories, phones, printers, and TVs.

* Lead a model of inclusion across locations with the EUS team to ensure relationships are built and consistency exists.

* Lead Facility open, moves and decommissions across the Technology team only with a defined process, check list with inventory management, shutdowns/savings, and reporting.

* Own stewardship for technology decisions coming into the EUS team for end user need.

* Challenge the status quo with a focus on an experience, automation, and reduction in manual work.

* Shall be involved and participate in planning and budgeting for ITS department.

* Plan and conduct performance appraisals of EUS staff, administer disciplinary action, raises, bonuses and promotions when necessary.

* Shall be involved in the management of the engineering and security departments to ensure adequate knowledge to be able to provide ongoing leadership in the absence of the TISOM.

* Manage the processing of incoming calls to the EUS via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

* Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

* Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

* Attend training seminars, conferences, and trade shows to broaden knowledge of current and future EUS issues and technologies.

Required Knowledge, Skills and Competencies:

* Excellent understanding of the organization's goals and objectives.

* Demonstrated project portfolio management skills, including project planning, budgeting and controlling processes and valuing IT investments.

* Ability to understand and communicate/present detailed and advanced business solutions.

* Ability to communicate up and down the management chain, providing the appropriate level of detail and focus on the right information.

* Exceptional knowledge of computer hardware.

* Demonstrate progressive experience in the management of a technical support team.

* Proven track record of developing and providing Service Level Agreements and EUS deliverables.

* Solid relationship management and performance management skills.

* Ability to motivate and direct staff members and subordinates.

* Strong understanding of the organization's goals and objectives.

* Exceptional written and oral communication skills.

* Exceptional interpersonal skills, with a focus on listening and questioning skills.

* Strong documentation skills.

* Ability to present ideas in user-friendly language to non-technical staff and end users.

* Keen attention to detail.

* Proven analytical and problem-solving abilities.

* Ability to effectively prioritize and execute tasks in a high-pressure situation

Industry and Work Experience:

* 10+ years of experience in similar IT and Help Desk management roles.

Academic:

* Bachelor's Degree in the field of Computer Science, Information Sciences or related field and/or 10+ years of equivalent work experience required.

Benefits Available to Employees:

Ameris Bank provides a comprehensive employee benefit package to all eligible employees.

• Medical, Dental and Vision Insurance
  
  
  
  • Ameris Bank absorbs a major portion of the cost of healthcare. You become eligible for coverage on the first of the month following 30 days of employment
  
  
  
  
• Life Insurance provided at no additional cost to employees
• Accidental Death & Dismemberment Coverage
• Long-Term Disability Coverage
• Paid Sick and Vacation Leave
• 11 Holidays
• Volunteer/Service Day
• Employee Stock Purchase Plan
• 401(k) Retirement Plan
• Ameris Bank matches 50% of your first 8% of contributions to the plan
• Flexible Spending Accounts
• Health Savings Account
• Health Reimbursement Arrangement
• Supplemental Life & Other Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Legal Insurance
• Employee Assistance Program
• Employee Advocacy Program
• Tickets at Work (Entertainment discounts for Ameris Bank Employees)
• AT&T Employee Discount
• Wellness Discounts for Medical Premiums and Other Rewards
• Employee Referral Incentive
• Education Assistance
• Employee Resource Groups

Banking Advantages for Employees:

In addition to a wide array of benefits, Ameris Bank employees are also eligible for special bank services.

• Free Interest Checking
• Free Safe Deposit Box
• Free Money Orders, Travelers' Checks and Cashier Checks
• Discount on Mortgage Origination Fee
• Free Online Banking and Free Unlimited Online Bill Payment
• Employee Banking Perks

Disclaimer:

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.