Helpdesk Supervisor
Helpdesk Supervisor
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Job Description
Status: Exempt
Schedule: Monday Friday. Must be flexible to meet current and future business needs.
General Summary:
Reliant Credit union ranked one of Rochesters top midsized workplaces eight years in a row seeks an IT Helpdesk Supervisor to join our team.
The IT Help Desk Supervisor is responsible for overseeing the help desks daily operations and ensuring efficient and effective resolution of technical issues across the credit union. Interfaces with employees across all levels sets outstanding employee service expectations timely communication rootcause analysis performance and process improvement and performance monitoring and reporting.
As an IT Helpdesk Supervisor at Reliant you will:
- Supervises help desk support staffs daily activities ensuring timely and professional delivery of technical support to staff.
- Develops regular reports on help desk metrics ensures that service levels are met identifies trends and makes recommendations for service improvements
- Monitors ticket queues and escalates critical issues to appropriate teams or management.
- Provides advanced technical support for enduser systems including hardware software and peripherals.
- Acts as an escalation point for complex or highpriority issues resolving them promptly.
Reliants benefits package includes:
- 401k retirement plan with up to 7 match
- Paid time off including vacation sick federal holidays and your birthday!
- Affordable Insurances (medical dental vision life) for as little as $5 a month
- Branded Apparel to truly make you feel part of the team
- And much more!
- Bachelors degree in computer science or related field. Equivalent experience will be considered.
- Minimum of 3 years of experience in IT support with at least 2 years in a leadership or supervisory role.
- Minimum four years experience implementing maintaining and supporting end user operating systems and applications
- Certifications such as CompTIA A Microsoft Certified: Modern Desktop Administrator or ITIL Foundation are a plus.
- Fundamental understanding of network and security principles as related to systems infrastructure.
- Emerging technologies and trends in desktop support and help desk management
- Strong troubleshooting and analytical skills to diagnose test and resolve complex technical problems in both an onsite and remote capacity.
Physical Requirements:
- Use of keyboard monitor telephone and other standard office equipment.
- Communicate effectively in person and via telephone video conferencing email and written documents.
- Access document equipment and files above and below waist levels.
- Sit and/or stand for extended periods of time.
Candidates considered for hire are subject to credit and other employment reference checks.
Reliant Community Federal Credit Union is proud to be an Equal Opportunity Employer AA Disability/Veteran. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position contact our Human Resources department via phone ator email at
Required Experience:
Manager
Employment Type
Full-Time
