CSC Team Lead
Tralee, IE
SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.
In the Americas, SMBC Group has a presence in the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.
- This is a hybrid role, requiring the successful candidate to attend our Tralee office.
Role Description
We are seeking a highly motivated and experienced Helpdesk Manager to lead our busy and dynamic support desk team. The ideal candidate will have a proven track record of managing high-volume helpdesk operations, optimizing team schedules for full coverage, and ensuring the team is equipped with the latest tools and knowledge to support evolving technologies. This role requires strong leadership skills to inspire, coach, and develop team members to achieve their full potential.
Role Objectives: Delivery
Team Leadership & Development
- Motivate and inspire the team to achieve targets through effective leadership.
- Recognize individual training needs and coach team members to deliver optimum performance, meet targets, and increase productivity.
- Hold effective and developmental monthly 1-to-1 meetings, including setting and monitoring SMART objectives.
- Facilitate motivational and inspirational team huddles/meetings to discuss current issues, share updates, and build team cohesion.
- Identify and resolve issues within the team, address complaints, and ensure smooth operations.
- Ensure team members are kept up to date with product and procedure changes and understand company objectives and standards.
Scheduling & Coverage
- Design and implement optimal shift schedules to ensure consistent coverage across all required support hours.
- Monitor workload distribution and adjust staffing plans as needed to meet service level targets.
Knowledge Management & Training
- Collaborate with Product Owners and other stakeholders to ensure helpdesk staff have access to up-to-date documentation and knowledge bases.
- Drive ongoing training initiatives to keep the team current with new technologies, tools, and internal systems.
Process Improvement
- Identify and implement improvements to helpdesk processes, tools, and workflows.
- Analyze support metrics and feedback to enhance service delivery and user satisfaction.
Stakeholder Engagement
- Act as a liaison between the helpdesk team and other departments to ensure alignment and effective communication.
- Provide regular updates and reports to senior management on helpdesk performance and initiatives.
Role Objectives: Expertise
Demonstrate expertise with tools and procedures that can help junior staff manage incidents more efficiently as well as prevent some from occurring entirely. Show advance knowledge of the use case and process flows for the applications used by the business groups to help with training and suggest improvements. Display understanding of the business needs of each group as well as staying on top of the latest technological trends to be able to identify areas for improvements. Work with system administrators to understand IT architecture to gain proficiency in policy setting and resource management.
Qualifications and Skills
- Proven experience managing a busy IT support/helpdesk environment.
- Strong understanding of scheduling strategies and workforce management.
- Excellent leadership, coaching, and interpersonal skills.
- Experience with ITSM tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Ability to work effectively in a fast-paced, onsite environment with occasional hybrid flexibility.
- Strong analytical and problem-solving skills.
- Familiarity with knowledge management practices and training development.
- ITIL certification or equivalent experience.
- Experience working with cross-functional teams including Product and Engineering.
- Background in supporting enterprise-level environments.
SMBC’s employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.