Overview :

Compensation : $66,000 - $97,000 based on experience and credentials

Position Type : Full Time

Schedule : Monday through Friday 8 : 00 AM - 5 : 00 PM

The IT Help Desk Supervisor oversees the daily operations of the IT Help Desk staff to ensure end users receive the appropriate assistance.

Key responsibilities include managing all procedures related to identifying, prioritizing, and resolving end-user help requests.

This individual will monitor, track, and coordinate help desk functions. An ideal candidate will contribute to problem resolution by giving hands-on support to end users.

Responsibilities :

Supervise the daily operations of the IT Help Desk

Support technology-related incidents and issues to ensure the accuracy of projects and tasks to meet timelines

Manage skillsets and monitor wait times

Establish service-level agreements and problem-resolution expectations for the help desk

Analyze the performance of Help Desk activities and documented resolutions to identify problem areas and deliver solutions that enhance the quality of service and prevent future problems

Conduct periodic staff meetings to discuss topics of concerns from staff and business units

Evaluate, resolve, and report daily service and departmental efficiencies

Manage the preparation of assigned monthly operations reports for IT Management

Delegate responsibilities to staff and monitor progress

Set goals and objectives for team members to achieve operational results

guide staff in developing action plans to achieve operational results

Monitor overall progress to ensure department goals are met and high-quality member service is maintained

Hire, train, coach, appraise, and reward staff, acknowledge staff feedback or concerns

Manage personnel activities of staff, such as performance appraisals or disciplinary matters

Support staff by providing information, direction, resources, or feedback to successfully complete job responsibilities

Cultivate a strong team by building trust among the members

Attend educational events to increase professional knowledge

Qualifications :

Associate’s degree in a computer-related field (A comparable combination of work experience and training may be substituted for education requirements.)

5 years of Information System experience

Ability to maintain a high level of confidentiality

Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines

Accurate, detail-oriented, and organized with task management

Ability to analyze and resolve complex problems

Ability to communicate policies, practices, and procedures for direct reports and other stakeholders to understand

Skills

AI & Machine Learning

Analytics

Customer Service

Leadership

Benefits

Financial Well-Being : Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts

Wellness : Medical Coverage, Dental and Vision Coverage, Access to 4,000 Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage

Work-Life Balance : 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO

Community Involvement : Paid Volunteer Hours

Growth : Degree Assistance up to $5,000 per year

Flexibility : Remote, Hybrid, and Onsite Schedules

Security : Pet Insurance, Free Identity Theft Protection, Legal Assistance

For more information, including additional benefits, please visit our benefits website at

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

Chartered in 1934, Suncoast has never furloughed any employees.

For more information, please visit our careers site at (url removed)

Last updated : 2024-06-19