• Help Desk Supervisor

    Job Locations US-TX-Allen | US-CA-Torrance | US-AZ-Mesa
    Req No.
    2018-1867
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base.

    At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.

    Responsibilities

    • Assigns new tickets promptly to staff and monitors them to ensure resolution in a professional and timely manner. 
    • Monitors requests not properly addressed, taking corrective action as required including escalating to IT management as necessary. 
    • Manages team schedules to ensure that key services are supported during business hours. 
    • Develops and manages after-hours communication and support schedules to support business needs. 
    • Maintains up to date documentation on IT Helpdesk assets. 
    • Assists in the writing of procedures for new functions and reviews existing policies, procedures, forms and standards documentation for necessary updates. 
    • Manage key projects within the IT Department by developing regular project plans to meet project objectives and milestones. Maintain project progress reports and provide status to key management stakeholders and project teams on a regular basis.
    • Serves as the escalation point for staff to resolve internal and external challenges. 
    • Assists management in planning and controlling annual budgets. 
    • Ensures the proper receipt and payment of IT equipment through strong inventory controls. 
    • Leads new deployments of Microsoft Windows and Office as necessary, partnering with IT Infrastructure management to maintain UNIFY’s messaging infrastructure. 
    • Completes capital projects within the timeframes provided by management, escalating issues requiring management attention and support. 
    • Works with the Information Security team to prioritize and complete joint dashboard items in the agreed upon timeframes, including but not limited to, ensuring security patches to affected systems are completed within the prescribed department guidelines. 
    • Ensures the proper implementation and maintenance of all desktop-related and other systems as directed by management. 
    • Follows effective change control processes to ensure minimum downtime and unplanned interruption of key services, evaluating change control processes for improvement opportunities. 
    • Conducts post mortem outage analysis to identify root cause analysis and pro-actively makes changes to lessen future risk. 
    • Ensures that the department’s needs are met concerning employment, recruiting, counseling, coaching, performance evaluations and expectations, timecards, scheduling, training, motivation and staff meetings. 
    • Facilitates and leads regular staff meetings to review work completed, work pending, upcoming changes, and opportunities for improvement. 
    • Ensures full compliance with UNIFY Financial Credit Union Service Standards, policies, procedures, all applicable State and Federal regulations and the Bank Secrecy Act.
    • Performs all other duties as assigned.

    Qualifications

    3+ years direct supervision and 5+ years Help Desk experience. Requires complete knowledge of Microsoft Operating Systems, Cable/DSL Internet, DNS, TCP/IP, Patching, Malware Protection and browser configurations. Experience with help desk support systems, Microsoft SCCM Server and project management. Requires the ability to communicate effectively, both verbally and in writing and possess good problem-solving skills. Requires a high school diploma. Associate’s or Bachelor’s degree preferred.

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