Desktop Support Supervisor

Reports To: Manager, IM Service Support

This is a Supervisory Position

Functions Supervised: Desktop Support Team

Primary Functions: Manage the Desktop Support staff and all departmental functions, ensuring quality service and support to the organization for desktop systems. Plan, coordinate and direct all department work and liaise with external vendor(s) and the enterprise regarding all applicable work efforts and deliverables.

Duties and Responsibilities:

1. Supervision, training, evaluation, morale and policy compliance for Desktop Support Personnel. Promote teamwork, development, and cross-training of staff.
2. Manage the prioritization, scheduling and accurate completion of all Desktop Support tasks to include: repair, replacement, upgrades, installation, removal, and resource coordination for desktop systems and related hardware for incidents and work orders.
3. Act as project coordinator for large scale projects involving multiple IM Operations teams to ensure projects are completed effectively and on time.
4. Be accountable for effective utilization of resources to meet plans and goals of the department and organization. Make efficient use of available toolsets and recommend others as appropriate. Make recommendations for hardware and peripheral equipment improvements and upgrades as needed.
5. Function as primary liaison and contact for third party support vendor(s) to include delegation and tracking of tasks and priorities, agreement review, regular communications and updates, and quality control. Ensure vendor security and access rights are granted according to policy and procedure and proactively controlled to protect credit union interests.
6. Develop, implement and maintain department standards and written procedures to ensure quality, accuracy, tracking and compliance with all credit union policies.
7. Establish and enforce department KPIs as they relate to incident resolution and work order timeline expectations for Desktop Support work. Prepare and present regular statistical reports for senior leadership regarding Desktop Support performance.
8. Analyze performance of activities, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
9. Coordinate with leadership to identify, recommend, develop and implement end user information programs to increase computer technology literacy and self-sufficiency.
10. Assist in developing long term strategies, operating plans, goals and objectives for the Desktop support team and Service Support department.
11. Aid in development and maintenance of business continuity of operations and disaster recovery (COOP) plans, maintain current knowledge of plan executables, and respond to crises in accordance with COOP plans.
12. Performs other duties as assigned.

Education: Associate's Degree in Business, Computer Information Systems, or related Field.

Creditable Experience in Lieu of Education: Equivalent experience in a financial institution, desktop support or other operational environment.

Experience/Skills: Minimum four years supervisory experience. Excellent oral and written communications skills and personnel management skills. Must be enthusiastic, positive, adaptable, and a team player. Ability to effectively prioritize competing priorities and execute tasks in a high-pressure environment. Organized and detail oriented. Demonstrated leadership, time management and administrative skills. Thorough working knowledge of desktop hardware, operating systems, servers. Must be able to develop and maintain a high level of knowledge of credit union processes, user policies and effective troubleshooting. Exceptional customer service skills, and strong documentation skills. Industry certifications (ITIL, MSCP, ITSM) strongly preferred. Position requires criminal background investigation.

Tenure: Not Applicable

Equal Opportunity Employer