Service Desk Manager

It’s an exciting time to be at Hanscom Federal Credit Union! 

As a member of our Support Services Department, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

What we offer

• A full-time, permanent position that will reward you through an annual bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• A flexible hybrid work schedule environment.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – Service Desk Manager   

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member.  You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

• 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. Develop and implement policies, procedures and best practices to improve service delivery.
• 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.
• Performs such other duties as required, necessary or requested from time to time.

Knowledge/Skills/Experience Required: 

• 5 to 8 years in an IT support role and a minimum of 2 years in an IT leadership role.
• Knowledge of computer and/or network security systems, applications, procedures and techniques.
• Strong decision making and problem solving skills, including the ability to work under pressure and within tight deadlines.
• Strong desire to work in a purpose driven organization.
• Strong leadership qualities with a big picture and pragmatic approach, leading effectively through setting a vision and coaching, motivational techniques, and conflict management.
• Demonstrated capability and passion for developing talent and a culture of innovation, collaboration, and engagement.
• Strong delegation and team building skills with the ability to support a team and the team’s work embracing ownership, accountability, and responsibility.
• Ability to establish and maintain effective working relationships at all levels.
• Excellent analytic, organization, presentation, and facilitation skills; ability to lead multiple tasks under tight deadlines.
• Ability to prioritize workload and to work independently.
• Strong written and verbal communication skills.
• Working knowledge of the following systems and concepts: M365, EXO, Active Directory, Networking, WindowsOS, MacOS, Windows Office Applications, Mobile – iOS and Android, and information security.

Education/Certifications/Licenses

• A college degree.
• ITIL Foundations certified (or equivalent) and recent experience with management, operation and configuration of ITIL-aligned ITSM required.

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. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

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. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

** Must be authorized to work in the US **