Help Desk Supervisor
- Lead, mentor, and develop the Help Desk team, including professional development, coaching, scheduling, and performance management to ensure consistent service coverage and staff growth.
- Supervise the resolution of workstation, software, application, and other technology issues while ensuring high levels of customer service and adherence to service level agreements (SLAs).
- Manage daily Help Desk operations including workload distribution, ticket assignment, and escalation processes according to established procedures.
- Collaborate with IT staff to resolve escalated issues and support department communication during incidents. Participate in problem resolution.
- Recommend, monitor and report on service metrics and team performance ensuring the delivery of accurate and timely reports. Implement process improvements to enhance efficiency and user experience.
- Support I/T leadership in projects, technology initiatives, and organizational priorities, ensuring smooth integration with Help Desk operations.
- Abide by state and federal banking regulations, complete required compliance training annually, and uphold strict privacy and confidentiality of member and TFCU information.
- Configure, analyze, and utilize help-desk software to track, document, and resolve technical issues.
- Create procedures, processes, and standards to maintain superior user experience levels.
- Supervise the installation, configuration, and operation of workstations, auxiliary equipment, and software enterprise wide. Establish and follow procedures to maintain and document technology inventory compliance.
- Maintain and update technology service procedures and standards.
- Research and recommend emerging technology products and services.
- Assist with hiring new employees and deliver ongoing training as required.
- Engage in behavior that aligns with the credit union’s cultural beliefs.
- Gain and retain a high-level knowledge of all TFCU policies and procedures.
- Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
- PC Support experience and basic network knowledge.
- Ability to collaborate and communicate effectively with all levels of the Credit Union.
- Ability to analyze, create, and maintain procedures and service standards.
- Ability to mentor, lead, and manage team members.
- Ability to create goals, development plans, and develop strong relationships.
- Proficiency of the English language, sentence structure, proper grammar and spelling of words.
- Advanced knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel and PowerPoint.
- Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk inside an office building and TFCU branches. Bending is also sometimes required to reach low cabinets and drawers.
- Use of Hands/Fingers: To operate a computer, keyboard, mouse, and other office machinery such as, but not limited to: printers, copy machines, and other equipment. Additionally, this position is frequently required to sit and reach with hands and arms.
- Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
- Lifting: The ability to occasionally lift up to 35 lbs. is required for this position.
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