Help Desk Support Manager

Working at Arkansas Federal Credit Union

 

 

 

GENERAL DESCRIPTION OF POSITION

Oversees the work of a team of Help Desk Support specialists that support information systems products and services, including personal computers and peripherals, internet and installed software applications, and organizational networking and access issues. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide a high level of service. This position will lead a team of technology professionals to maximize operational efficiency through the resolution of incidents and service requests by leveraging well-documented processes and procedures to drive quality and timeliness.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manage Help Desk team and evaluate performance.
2. Review, coordinate, and oversee successful completion of all service requests.
3. Set and monitor specific service level standards.
4. Create and maintain policy and procedures in relation to Help Desk.
5. Recruit, train, and support Help Desk employees.
6. Develop and maintain weekly and monthly operational performance reports.
7. Owns the operation and improvement of the Help Desk ticketing system to meet the needs of the organization.
8. Be an escalation point for Help Desk to determine if tickets need to be referred to the infrastructure or operations team for evaluations.
9. Serve as a subject matter expert for projects related to applications installed on PC's. 
10. Assist the infrastructure team with any project that might be needed.
11. Recommend hardware and software needed by Help Desk to perform their jobs effectively.
12. Procurement of hardware/software for end users.
13. Perform monthly dialog with all team members providing feedback and coaching.
14. Perform any other duties as required or assigned. 

Required Skills/Abilities

• Excellent interpersonal skills and customer service skills
• Excellent verbal and written communication skills and comfortable presenting to both business and technical audiences
• Excellent troubleshooting skills
• Exceptional leadership abilities

Preferred Skills/Abilities

• ITIL Certification
• Microsoft or other industry recognized certifications

Education and Experience

• Bachelor's degree with a concerntration in Information Technology, Computer Science, or equivalent combination of education and experience
• At least five years of IT Help Desk experience with increased role and responsibility over time required
• At least two full years of experience in a people leader or supervisory role required

This position has been designated as safety sensitive.

Arkansas Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.