SUMMARY:The IT Help Desk Manager is responsible for ensuring a measurably high level of IT support to the credit union by managing help desk functions and leading a team of Tier I/II help desk technicians. This position manages help desk schedules, ensures tickets are being responded to and resolved in a timely manner, and acts as or escalates to Tier III support as needed. Additionally, the IT Help Desk Manager looks for IT support trends to evaluate for recurring issues and find solutions to their root causes. Finally, the IT Help Desk Manager is responsible for monitoring tickets and security logs and notifying IT management of any potential security risks or incidents.
ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Integrates the credit union philosophy and operating principles and diligently promotes the credit union’s mission statement into work habits, processes, and service delivery systems.
- Manages help desk technicians who provide Tier I/II support, assisting employees with hardware and software issues as they arise.
- Provides or escalates to Tier III support as needed, assisting help desk staff and employees with hardware and software issues as they arise.
- Provides guidance, support, and training to help desk staff.
- Ensures measurably high level of IT help desk service.
- Builds and maintains a help desk schedule to ensure coverage for all credit union locations and hours.
- Monitors help desk tickets to ensure that tickets are addressed and completed in a timely manner, and that the help desk is providing solutions to root problems.
- Monitors help desk tickets for trends and proactively drives for solutions to recurring issues.
- Interacts with critical vendors, including ensuring issues with vendor systems and software are resolved within SLAs.
- Creates and maintains server and workstation documentation.
- Works in the Agile methodology on various internal/external IT related projects.
- Additional duties as assigned.
ADDITIONAL RESPONSIBILITIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
SUPERVISORY RESPONSIBILITIES:
Management of Tier 1/II help desk technicians.
QUALIFICATIONS:
Knowledge Of:
- Windows 10 and later
- Windows Server 2012 and later
- Microsoft Active Directory, DHCP, DNS, IIS
- Microsoft SQL 2012 and later
- Microsoft Office 365
- VMWare vCenter and ESXi
- Microsoft Azure
- Basic desktop and server class hardware
- Networking protocols such as: IPSEC, TCP/IP, UDP, etc.
- Advanced network configurations and troubleshooting
- Administration of Symitar’s Episys core
Ability To:
- Troubleshoot software and hardware issues on Windows servers and workstations
- Develop and Coach staff on troubleshooting including software/hardware issues on Windows servers and workstations
- Perform software and hardware installations and periodic upgrades
- Create and maintain detailed technical documentation
- Work nights and weekends as needed
REQUIRED EDUCATION AND EXPERIENCE:
- Associate’s degree in Information Systems/Computer Science or equivalent experience plus five years of IT related experience.
License or Certificate:
- Microsoft Certification preferred
- Bondable
- Acceptable Credit History
COMPENSATION AND BENEFITS:
- Pay Range: $72,200-$108,300
- Health, Dental & Vision Benefits
- Bonus opportunity
- 401(k) with match and profit sharing
- Flexible Paid Time Off
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)