Manager - Service Desk (Onsite)

At Sunrise Banks we are committed to a culture of trust and transparency that welcomes all.

POSITION SUMMARY

The Manager - Technology Service Center leads a high‑performing team responsible for delivering an exceptional technology experience to all Sunrise Banks employees. This leader ensures reliable operations across end‑user systems, drives continuous improvement in service delivery, and plays a key role in incident response, change enablement, asset lifecycle management, and digital workplace transformation. Must reside in Twin Cities area and be able to work onsite at our St. Paul corporate office.

ESSENTIAL FUNCTIONS

• Promote and maintain a culture supporting Sunrise Core Values: A Force for Good - Respects All - Brightens the Room – Never “Not My Job” – Always Learning


• Improve employee digital experience by increasing first-contact resolution and reducing MTTR


• Lower incident volume through problem management and KCS


• Improve change success rate and reduce incidents


• Modernize service delivery via automation and proactive monitoring


• Enhance transparency with actionable metrics and dashboards


• Service Delivery Leadership


• Manage daily operations ensuring consistent, high-quality service


• Set and manage SLAs/OLAs and monitor workload


• Partner with business units and ITS partners to improve service


• Lead Incident, Problem, and Change Management (ITSM)


• Hire, develop, and coach the Technology Service Center Team


• Champion knowledge management and shift-left practices


• Focus on continuous improvement and automation


• Evolve and develop self-service capabilities


• Standardize runbooks and playbooks


• Own hardware asset lifecycle and CMDB accuracy


• Own application portfolio


• Support the Information Security Program


• Ensure compliance with access and change controls


• Produce KPI/KRI reporting


• Communicate proactively and consistently during incidents and changes

KEY COLLABORATORS
This position will work with bank employees, business lines and IT partners and others as appropriate.

 SUPERVISORY RESPONSIBILITIES

This position manages the Technology Service Center team.  Responsible for the hiring, performance management, and development of these employees.  

 COMPETENCIES

• Sunrise Core Values


• Individual Contributor Competencies


• Business Acumen


• Coaching


• Compliance Management


• Conflict Management


• Employee Development


• Leadership


• Planning/Delegation


• Problem Solving


• Project Management


• Resource Management


• Relationship Management

EDUCATION & EXPERIENCE

• Five (5) years of related IT Service Desk experience required.


• Three (3) years of leadership experience required.


• Associate degree or higher preferred or equivalent experience.


• Experience in the financial industry preferred.


• Expertise in installing, configuring, and troubleshooting Microsoft based operating systems and software.


• Strong knowledge of networking concepts and troubleshooting networking issues.


• Microsoft, ITIL® Foundation certification. and other technical certifications Superior skill set in the use of Microsoft Excel, Word, PowerPoint, Access, and Outlook.

COMPENSATION AND BENEFITS

Annual salary range DOQ: $87,549 - $125,070 - $162,592
Eligible Benefits: Medical, Dental, Vision, Life, AD&D, STD/LTD, Pet insurance, FSA, PPL, PTO, PVTO and more. Details at www.sunrisebanks.com