What are the responsibilities and job description for the IT Service Desk Manager position at Hanscom Federal Credit Union?
Company Overview
Hanscom Federal Credit Union is a dynamic organization committed to delivering exceptional service to our members. We strive to foster a culture of innovation, collaboration, and engagement within our team.
Salary
We offer a competitive compensation package that includes an annual bonus program, medical, dental, vision, FSA, 401(k), student loan paydown, and paid sick and vacation time benefits.
Job Description
As a Service Desk Manager at Hanscom Federal Credit Union, you will oversee the Help Desk operations, ensuring efficient and effective support for all technical issues and requests. You will supervise and coordinate the activities of the service desk team, develop and implement policies, procedures, and best practices to improve service delivery.
Hanscom Federal Credit Union is a dynamic organization committed to delivering exceptional service to our members. We strive to foster a culture of innovation, collaboration, and engagement within our team.
Salary
We offer a competitive compensation package that includes an annual bonus program, medical, dental, vision, FSA, 401(k), student loan paydown, and paid sick and vacation time benefits.
Job Description
As a Service Desk Manager at Hanscom Federal Credit Union, you will oversee the Help Desk operations, ensuring efficient and effective support for all technical issues and requests. You will supervise and coordinate the activities of the service desk team, develop and implement policies, procedures, and best practices to improve service delivery.
- Manage Help Desk Operations: Supervise and coordinate the activities of the service desk team.
- Team Leadership: Mentor and develop service desk team members to ensure they are adequately and appropriately trained on policies, operational procedures, technical processes, and troubleshooting techniques.
- Incident and Request Management: Oversee the tracking, prioritization, and resolution of technical incidents and service requests, ensuring adherence to SLAs and KPIs.
