What are the responsibilities and job description for the Service Desk Manager position at Hanscom Federal Credit Union?
Job Description:
We are seeking a dynamic and detail-oriented Service Desk Manager to join our Support Services Department. This is an exciting opportunity to work in a purpose-driven organization that prioritizes member satisfaction.
- The successful candidate will have 5-8 years of experience in IT support and a minimum of 2 years in an IT leadership role.
- They will possess strong decision-making and problem-solving skills, with the ability to work under pressure and within tight deadlines.
- A strong desire to work in a purpose-driven organization and excellent leadership qualities are essential.
- The candidate will also have a demonstrated capability and passion for developing talent and fostering a culture of innovation, collaboration, and engagement.
- Strong delegation and team-building skills, along with the ability to establish and maintain effective working relationships at all levels, are required.
- The ideal candidate will have a college degree and be ITIL Foundations certified or have equivalent experience.
Key Responsibilities:
- Manage Help Desk Operations: Supervise and coordinate the activities of the service desk team, ensuring efficient and effective support for all technical issues and requests.
- 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.
- Customer Service: Maintain a high level of customer satisfaction by ensuring prompt and professional responses to inquiries and issues.
- Inventory and Asset Management: Order hardware and software inventory as necessary. Create, manage, and improve all inventory and asset management processes.
- Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations. Utilize automation and orchestration within the service desk.
- Reporting: Generate and analyze service desk performance metrics, providing regular reports to senior management.
- Budget Management: Assist in the development and management of the service desk budget, ensuring cost-effective operations.
- Collaboration: Work closely with other IT teams and departments to ensure seamless support and integration of technology solutions.
- Escalation Ownership: Act as the escalation point and organizer for severe, critical, or unique issues.
- Vendor Management: Assist with maintaining new and existing vendor relationships within the IT Support Scope.
Physical Requirements:
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Working Conditions:
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements:
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Equal Opportunity Employer:
Hanscom Federal Credit Union is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Authorization to Work:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
