Responsible for providing leadership, supervision, and strategic direction to ensure the overall management and operation of the company helpdesk. This includes overseeing the development and evaluation of help desk performance and service metrics, and evaluation of current and future business requirements. Directs effective methods to research troubleshoot, standard development and implementation, identify and resolve problem areas. Acts as escalation point for issues effectuating credit union employees technology utilization and the ability to server members.
Requirements
Hire, manage and develop the help desk staff to ensure the efficient, effective and secure overall operation of the enterprise-wide systems.
· Ensure that help desk work is prioritized in alignment with organizational and departmental goals and objectives.
· Oversee all of the current and future projects as they relate to IT systems. Manage and coordinate endpoint system changes, expansions, and upgrades on all hardware, software, and user endpoint connectivity.
· Ensure PC desktops and systems are operating effectively. Identify and evaluate opportunities to improve endpoint infrastructure.
· Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems.
· Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation.
· Acts as an escalation point and facilitator for severe, critical, or unique issues.
· Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates
· Manage multiple 3rd party vendor relationships for support/consulting on technical systems. Foster effective and professional connections with vendors vital to the operation of IT supported PC systems and related equipment.
· Execute IT compliance plans and conduct periodic reviews to ensure continued compliance; ensure that system security requirements are addressed during all phases of the PC systems life cycle.
· Coordinate and perform a variety of duties in providing information systems and technology support to IT staff and other credit union employees.
· Ensure all PC systems and related equipment are designed in compliance with all applicable security policies.
· Consult with other Credit Union business units or departments regarding their changing business and technical plans to ensure that IT solutions are aligned with corporate and IT strategies.
· Promote the service and sales culture by maintaining basic knowledge of products and services and referring members to the appropriate person/department.
· Ensure that IT help desk job functions are covered in their absence.
· Provide input on the annual budget process for the applicable cost center expenditures.
· Perform other duties as required.
Benefits
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