Help Desk Supervisor na Tucson Federal Credit Union

JOB TITLE: Help Desk Supervisor

REPORTS TO: AVP of Information Technology

SUPERVISES: Help Desk Technicians

EXEMPTION STATUS: Exempt

PRIMARY FUNCTION: Supervise and lead Help Desk staff in providing exceptional technology support to TFCU members and employees. Ensure consistent service delivery, effective team performance, and adherence to established procedures and service standards.

1. Lead, mentor, and develop the Help Desk team, including professional development, coaching, scheduling, and performance management to ensure consistent service coverage and staff growth.

2. Supervise the resolution of workstation, software, application, and other technology issues while ensuring high levels of customer service and adherence to service level agreements (SLAs).

3. Manage daily Help Desk operations including workload distribution, ticket assignment, and escalation processes according to established procedures.

4. Collaborate with IT staff to resolve escalated issues and support department communication during incidents. Participate in problem resolution.

5. Recommend, monitor and report on service metrics and team performance ensuring the delivery of accurate and timely reports. Implement process improvements to enhance efficiency and user experience.

6. Support I/T leadership in projects, technology initiatives, and organizational priorities, ensuring smooth integration with Help Desk operations.

7. Abide by state and federal banking regulations, complete required compliance training annually, and uphold strict privacy and confidentiality of member and TFCU information.

OTHER DUTIES / RESPONSIBILITIES:

1. Configure, analyze, and utilize help-desk software to track, document, and resolve technical issues.

2. Create procedures, processes, and standards to maintain superior user experience levels.

3. Supervise the installation, configuration, and operation of workstations, auxiliary equipment, and software enterprise wide. Establish and follow procedures to maintain and document technology inventory compliance.

4. Maintain and update technology service procedures and standards.

5. Research and recommend emerging technology products and services.

6. Assist with hiring new employees and deliver ongoing training as required.

7. Engage in behavior that aligns with the credit union’s cultural beliefs.

8. Gain and retain a high-level knowledge of all TFCU policies and procedures.

9. Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.

KNOWLEDGE, SKILLS AND ABILITIES:

Education: High school diploma or its equivalent required. Two (2) years at an accredited college or university with an emphasis in technology related courses preferred OR

Experience: Three (3) years of experience working in an Information Technology Service setting. Financial Services experience preferred.

Qualifications:

1. PC Support experience and basic network knowledge.

2. Ability to collaborate and communicate effectively with all levels of the Credit Union.

3. Ability to analyze, create, and maintain procedures and service standards.

4. Ability to mentor, lead, and manage team members.

5. Ability to create goals, development plans, and develop strong relationships.

6. Proficiency of the English language, sentence structure, proper grammar and spelling of words.

7. Advanced knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel and PowerPoint.

Availability: Monday through Saturday with the ability to work off-hours when required. On-call off-hour monitoring of systems.

Must have a valid driver’s license and working vehicle to travel to credit union branches and facilities and be willing to submit for reimbursement of out-of-pocket expenditures.

Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.

1. Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk inside an office building and TFCU branches. Bending is also sometimes required to reach low cabinets and drawers.

2. Use of Hands/Fingers: To operate a computer, keyboard, mouse, and other office machinery such as, but not limited to: printers, copy machines, and other equipment. Additionally, this position is frequently required to sit and reach with hands and arms.

3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.

4. Lifting: The ability to occasionally lift up to 35 lbs. is required for this position.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skill, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an “employment at will employer”.