east west bank jobs

• Provide direct supervision, coaching, scheduling, and performance management for a team of Desktop Services and IT Call Center Specialists.
• Monitor individual and team productivity, ticket ownership, customer satisfaction, and service level achievement.
• Conduct regular one-on-one meetings, performance reviews, and development discussions.
• Foster a culture of accountability, collaboration, professionalism, and exceptional customer service.
• Manage daily workload balance and staff coverage to ensure consistent support operations.
• Escalate personnel, operational, and service delivery concerns as appropriate.

• Actively participate as a member of the IT Call Center by answering inbound support calls, creating tickets, and troubleshooting end-user issues.
• Oversee daily call center operations and ensure timely response to incidents and service requests.
• Monitor call volumes, queue backlogs, response times, abandonment rates, and service performance metrics.
• Ensure proper ticket prioritization, categorization, routing, and escalation procedures are followed.
• Review call and ticket quality to promote consistent customer service standards and documentation practices.
• Coordinate with other IT teams to ensure timely resolution of escalated issues.

• Provide hands-on support for Windows and macOS laptops
• Troubleshoot hardware, software, operating system, application, network connectivity, and printing issues.
• Support Microsoft 365 applications
• Deploy, image, configure, replace, and maintain endpoint devices.
• Support Apple MacBooks, iPads, macOS, and JAMF-managed devices.
• Support Windows 11 devices and Microsoft Intune-managed endpoints.
• Assist with onboarding, offboarding, technology refreshes, office moves, and equipment deployments.
• Provide support for conference room technology, docking stations, monitors, webcams, and collaboration tools.

• Provide white-glove VIP and Executive Support services for senior leaders and other designated high-priority users, ensuring rapid response, proactive communication, and exceptional customer service.
• Serve as an escalation point for executive and VIP technology issues, coordinating with Infrastructure, Security, Telecom, and other IT teams to drive timely resolution.
• Deliver personalized, hands-on support for conference room technology, executive meetings, presentations, remote connectivity, and mobile productivity solutions.
• Provide on-site desktop support for local office associates, including walk-up support, desk-side troubleshooting, device deployments, office moves, and technology onboarding activities.
• Build strong relationships with business users and office leadership teams
• Suport local branch and office technology needs, including printers, conference rooms, audiovisual equipment, workstations, and collaboration tools.

• Ensure incidents and service requests are resolved within established service level targets.
• Monitor ticket queues, aging tickets, backlog trends, and escalation activity.
• Track and report operational metrics and reporting
• Identify recurring issues and partner with Problem Management and Infrastructure teams on permanent solutions.
• Create and maintain support documentation, procedures, and knowledge base articles.
• Drive continuous improvement initiatives that enhance service quality and operational efficiency.

• Oversee endpoint inventory management and technology asset lifecycle processes.
• Ensure accurate asset tracking, audits, device assignments, and retirements.
• Coordinate warranty repairs, vendor support activities, and equipment replacements.
• Support annual refresh programs and deployment initiatives.
• Oversee asset recovery programs related to employee terminations, leaves of absence, transfers, and equipment refresh projects.

• Minimum 5 years of progressive Desktop Support, Service Desk, or End-User Support experience.
• Minimum 2 years of supervisory or team leadership experience.
• Experience supporting enterprise Windows and Apple environments.
• Experience supporting Microsoft 365, Windows 11, macOS, and endpoint management platforms.
• Experience working within an ITSM platform such as Jira Service Management, or similar.
• Strong knowledge of desktop hardware, operating systems, mobile devices, and end-user technologies.
• Strong customer service, communication, and conflict resolution skills.
• Experience reporting operational metrics and managing service delivery performance.

• Experience supporting JAMF Pro and Apple Business Manager.
• Experience supporting Microsoft Intune and Microsoft Endpoint Manager.
• ITIL Foundation certification.
• Microsoft, Apple, CompTIA, or JAMF certifications.
• Experience working and managing a call center environment.
• Experience working within financial services or other regulated industries.

• Ability to move throughout office, call center, branch, and technology support environments for extended periods of time.
• Must be able to lift and transport equipment weighing up to 40 pounds.
• Must be willing and able to travel locally to branch and office locations as needed.

• Must be able to successfully pass a background investigation.
• Must possess a valid driver's license.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

• Call, answer and abandonment rates meet established service targets.
• Incident and request SLA compliance consistently achieved.
• High customer satisfaction scores.
• Reduced ticket backlog and aging.
• Accurate asset management and inventory records.
• Improved first-contact resolution rates.
• Strong employee engagement and performance across the Desktop Services and IT Call Center team.