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:
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