Monet Lyell

IT Service Manager @EagleBank

Silver Spring, MD, US

Provide strategic leadership of Tier I and II Service Desk operations, ensuring seamless IT support across the Bank- Drive operational excellence by optimizing first- and second-level technical support processes to improve response times and customer satisfaction- Ensure vendor management and relationships are maintained through different channels of communication- Lead and develop teams through coaching, performance management, and talent development, fostering a culture of accountability and growth- Enhance efficiency through the creation and publication of Service Level Agreements (SLAs), streamlined procedures, proactive training programs, and continuous process improvement initiatives- Serve as escalation authority, resolving complex technical issues with diplomacy and professionalism- Oversee critical systems including user access administration, unified communications, and mobile device programs- Collaborate with vendors and stakeholders to resolve issues, manage outsourcing documentation, and strengthen third-party partnerships- Ensure compliance and readiness by conducting departmental audits, managing IT assets, and producing detailed reports for audit and documentation purposes- Lead project management initiatives by developing comprehensive project plans, establishing timelines, delegating tasks effectively, and engaging the appropriate stakeholders to ensure successful delivery of IT service desk objectives.