Manager of IT Support and Services

Job Description

Job Description

True Sky Credit Union

Structured Compensation - Job Description

Manager of IT Support and Services

Data Year : 2023

Prepared On : 06 / 16 / 2023

Department : IT Department

Grade : 12

Reports To :

Chief Information Officer

Classification : Exempt

Supervises Direct :

Supervises Indirect :

Approved By :

President

Effective Date : 06 / 16 / 2023

Revised Date : 06 / 16 / 2023

Role :

Responsible for managing Information Technology Help Desk processes, performance, and staff. This position will be responsible for scheduling of travel and Zendesk monitoring / reporting. This position will also be responsible for maintenance including addition, deletion, and validation of HD procedures. This position will constantly evaluate the efficacy of the existing services provided to the organization by the Information Technology department and update these services as necessary. This position will also depreciate services which are no longer needed and design new services where necessary.

Essential Functions & Responsibilities :

50%

Maintain the overall day-to-day functionality of the IT Help Desk to include staff scheduling, performance monitoring / optimization, report generation, escalation quality assurance, load balancing, and process management.

15%

Design, implement, and manage new and existing IT services.

10%

Maintain a level of service which meets the standards defined by our service level agreements.

10%

Participate in departmental projects.

5%

Providing overflow technical support to the IT Help Desk.

5%

Hire, train, evaluate and supervise staff.

5%

Performs other job-related duties as assigned.

Performance Measurements :

1.

Maintain consistent operations of the IT Help Desk and meet baseline IT SLA metrics.

2.

Provide support and training to tier 1,2 technicians and systems analysts.

3.

Ensure consistent performance report delivery to management.

4.

Provide feedback to departmental management on areas of concern or opportunities for training both within the IT Department and end user training in coordination with the Training Department.

5.

To stay current and comply with all federal and state regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies and procedures.

Knowledge and Skills :

Experience

Minimum of five years of IT experience, minimum of three years working on a help desk team.

Education

Equivalent to a college degree BS or BA in Computer Science or Management Information Systems. Relevant experience may substitute for the degree requirement. Three year's work experience in complex systems design, programming and systems software and support. Desired Technical Certifications.

Interpersonal Skills

Excellent critical thinking and problem-solving skills. Ability to : Plan, organize and document complex system design activities and to configure systems to be consistent with institutional policies / procedures ; communicate technical / complex information both verbally and in writing; establish and maintain cooperation, understanding, trust and credibility; perform multiple tasks concurrently and respond to emergency situations effectively.

Other Skills

• Ability to solve difficult and complex problems.
• Troubleshooting skills
• Detail oriented
• Strong communication skills
• Excellent organization skills
• Proficient in use of Windows based computer software

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, talk and hear. The employee must occasionally lift and / or push / pull or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is not exposed to weather conditions.

The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.