What are the responsibilities and job description for the SYSTEMS SUPPORT SPECIALIST TEAM LEAD position at Fox Communities Credit Union?
We currently have a career opportunity for a full-time Systems Support Specialist Team Lead based out of our corporate office (Enterprise) in Appleton!
The Systems Support Specialist Team Lead works with other departments and team members to provide system integration, software review, securities, troubleshooting, and testing changes of new functionality for all information systems.
The primary responsibilities of the Systems Support Specialist Team Lead role include but are not limited to:
- Promoting and upholding the Fox Purpose, Mission, Vision, and Values
- Assisting with hiring, onboarding, and training of new team members for the IT Systems Support team
- Supporting the growth and development of the IT Systems Support team by partnering with department leaders to provide daily performance coaching and growth and development coaching to team members
- Leading the day to day technical aspects of the IT Systems Support area, focusing on the Tier II and Tier III issues and problems
- Maintaining 25-75% ACD call availability, dependent on staffing
- Acting on escalations, supporting other tiers, and utilizing understanding on overall issues and/or impacts to the business units and immediate IT departments
- Developing training materials for the team
- Identifying, researching, and resolving complex technical problems by correlating information on all calls and inquiries into the IT service management system
- Partnering with business lines when solving problems, focusing on open communication and alignment of work between IT and the business lines
- Maintaining the ITSM solution through constant evolution and expansion of the toolset
- Taking accountability and responsibility for items on their task/project list and taking accountability with team-oriented tasks/items
- Leading process improvements and reporting on improvements
- Assisting with managing vendor relations with IT product providers
- Actively engaging in and leading team meetings, project meetings, etc.
- Actively promoting team cohesiveness and engagement, including suggesting efforts for improvement and leading by example
- Actively seeking out new opportunities for learning and growth, both as an individual and for the team
- Communicating with the team and/or other business units on a regular basis, informing them of any issues that arise throughout the day, or any item that may effect the team and/or other business units
Candidates for the Systems Support Specialist Team Lead position should possess:
- (1) A two-year college degree, or (2) Completion of a specialized course of study at a business or trade school, or (3) Completion of a specialized and extensive in-house training or apprenticeship program
Required Experience & Expertise:
- 3-7 years of similar or related experience and post high school education in a specialized course of study
- Demonstrated mastery of abilities/skills required in IT Support Specialist I and II positions
- Extensive familiarity with Windows desktop and server operating systems
- Experience supporting and troubleshooting complex applications
- Experience leading medium-to-large sized project efforts of varying complexity
Additional Experience & Expertise Desired:
- Experience working in an ITIL-based tracking solution a plus
- Knowledge of PowerShell, Python, or other scripting languages a plus
- Experience in project management a plus
Required Talents & Abilities:
- Proven ability to provide efficient and professional response to users at all levels of the organization within tight deadlines
- Ability to successfully support and troubleshoot complex applications
- Ability to work in a fast-paced environment
- Excellent verbal and written communication skills
Hours: Mon. – Fri. 8am-5pm, Sat. 8:45am-12:15pm (every 5th Saturday)
Fox Communities Credit Union is a $3 billion in assets community-based credit union serving more than 130,000 members at over 20 locations. We take pride in being a progressive, member-owned, full service financial institution dedicated to serving the community.
Fox Communities Credit Union believes our team members are our most important asset. We offer a great team environment, competitive salary and an excellent benefit package which includes, medical, dental, vision, life, short term and long-term disability insurance, 401k (Roth and Traditional), which includes company contributions including match, paid time off and caregiver leave! As part of our commitment to the communities we serve we also offer all team members Paid Volunteer Time Off! If you are enthusiastic about a rewarding career with a successful & growing credit union, apply now!
Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
