Description

This position is responsible for overseeing the daily operations of the Help Desk team, ensuring efficient and effective technical support to all end users. This role involves managing a team of support technicians, resolving escalated issues, optimizing workflows, and maintaining high service standards. The position oversees staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The position will also contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary.

Essential Functions:

• Lead, train, and mentor a team of IT Specialists, setting clear objectives, provide guidance, and expectations for daily work, on-call rotation.
• Handle escalated issues and complex problem resolution.
• Ensure timely and accurate resolution of technical problems.
• Develop and implement efficient help desk policies, procedures, and best practices.
• Develop Service Level Agreements to establish problem resolution expectations and timeframes.
• Optimize processes to enhance team productivity and service quality.
• Address team member concerns and inquiries professionally.
• Maintain accurate records of support activities, trends, and resolutions.
• Generate reports on help desk performance metrics and KPIs.
• Assess ticketing system configurations for improvements based on trends and feedback.
• Oversee development and communication of help desk tickets, usage guides and FAQs for end-users.
• Assist in preparing budget proposals and operational expenditure statements.
• Ensure appropriate training initiatives for new and existing team members.
• Collaborate with other departments to align IT support with organizational goals and member needs.
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• Plan and conduct quarterly performance appraisals of Help Desk employees.

Requirements

• Associate's degree in Information Technology, Computer Science, or related field preferred.
• Five years’ experience in a help desk or technical support role.
• Minimum of three years’ experience supervising others in an IT environment.
• Strong knowledge of help desk software, ticketing systems, and remote support tools.
• Proficiency in a Windows environment and familiarity with credit union software applications preferred
• Excellent analytical problem-solving and communication skills.
• Experience working on multiple projects and tasks concurrently
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to motivate and direct staff members and subordinates.
• Good written, oral, and interpersonal communication skills.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 50 pounds.