Field Support Team Lead

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 

 

POSITION OVERVIEW:

The Field Support Team Lead will be responsible for the overall applications dataflow, stability, performance, and health for Provident Bank’s operational applications systems and environments. This includes installation/configuration, operation, monitoring, and maintenance of systems, and ensuring continual operation, stability, performance, application health, and troubleshooting issues that arise. This role will assist in defining project scope, requirements, timeline, and milestones including coordination of resources, purchasing, equipment, logistics, systems analysis, software application support, and vendor management.

 

KEY RESPONSIBILITIES:

• Supervises a team. Leads and coordinates the Field Support and End User Computing team activities on a day-to-day operational basis. Motivates, leads, and oversees the quality of support performed by team members to ensure strict adherence to key performance indicators and service level agreements.
• Provides support (remote and on-site), monitors, and troubleshoots all Provident applications under the Field Support and End User Computing team’s responsibility.
• Interacts with other internal team members and external third-party vendors to troubleshoot and resolve complex problems.
• Oversees end-to-end hardware and software asset management, including imaging, deployment, reclamation, decommission, and disposal.
• Provides coverage of core hours as part of a team
• Additional duties as assigned.

 

MINIMUM QUALIFICATIONS:

• Associate Degree in Information Systems or a related field, or at least 3 years of work experience in a related field.
• Minimum 3 years of experience managing application support activities in a customer centric environment.

• Hands-on experience of supporting business applications with an excellent understanding of core business processes.
• Experience with Microsoft Endpoint Configuration Manager and Microsoft Intune.
• Experience with ITIL solutions, such as ServiceNow.
• Effective verbal and written communication skills. Ability to effectively interact with all levels through the organization and external customers.
• Excellent organizational and prioritization skills.
• Background in the banking industry is preferred, but not mandatory.

 

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in related field.
• 5 years direct experience managing applications and leading others.

 

 

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

 

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.