Help Desk Manager( Baytown, TX)

Job Description

Job Description

Help Desk Manager

Grade : 11

Classification : Exempt

Role :

This position is supervised by the Director of IT. Responsibilities to include : administration and oversight of Help Desk activities (HelpIS); general technical assistance to the Help Desk Team, standard technical training for end users including general helpdesk staff, and creation of training materials and / or procedures as directed. This position is the primary escalation point for the Help Desk staff and is considered technical lead for the Helpdesk team. Adheres to all policies, procedures, and standard practices of CRCU. Adheres to Federal / State Laws, and Regulations pertaining to IT.

Essential Functions & Responsibilities :

Takes ownership of Help Desk issues to include :

Ensures efficient and effective resolution in a timely manner of all HelpIS request

Ability to use and effectively train end users on standard product use, such as but not limited to biometric sign in, account self-service, MS Office products, General Citrix Usage, and Zoom

Responds to request with effective communication in person, via phone or electronically

Identifies and escalates situations requiring immediate attention so that member service is not impacted

Recognizes patterns or associated activity and provides resolution

Determines when additional department resources are needed to assist in resolving issues

Uses analytical, experience, and creative abilities to find and implement solutions

Maintains effective communications within department to insure resourceful resolution to open tasks

Seeks collaboration across department resources to insure HelpIS standards are met

Tracks and routes issues and request as appropriate

Ensures proper documentation is obtained for all resolutions

Creates and maintains Help Desk procedures

• Provides reports on routine and timely basis
• Ensures technical skillsets are kept up to date with current technology used in organizational deployments
• Ensures the HelpIS Service Standards Agreement is upheld at all times
• Maintains all Thin Client and PC images for organization
• Monitors and reports critical issues with SAM
• Monitors and reports critical issues with GAM
• Base power shell script utilization

Performs COR operator duties as assigned

Performs other duties and complete tasks and projects as directed

Performance Measurements :

Informs Director of IT and affected operational areas of any service interruptions.

Manages an effective team, ensuring SLA’s and communication standards are met and ensures tickets are handled efficiently and effectively.

Performs scheduled tasks and routine system management efficiently with minimum supervision.

Communicates effectively across the organization.

Maintains a professional work environment and team focus on a continual basis.

Employee demonstrates an understanding of, and follows the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA / AML compliance.

Knowledge and Skills :

Experience :

One year to three years of similar or related experience. Two years of help desk assistance required.

Education :

1) A four-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills :

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and / or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and / or individuals) becomes necessary and often requires the ability to influence and / or sell ideas or services to others.

Other Skills :

Physical Requirements :

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.

Work Environment :

Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.