Helpdesk Supervisor

Credit Union 1 is Recognized as a Chicago Tribune and Las Vegas Review-Journal Top Workplace 2023

We are excited to announce that Credit Union 1 has been recognized as a Chicago Tribune and Las Vegas Review-Journal Top Place to work for the third year in a row! The Top Workplaces explore how organizations create and sustain a positive and productive work culture. A great culture is important to Credit Union 1 and our culture is made up of more than great benefits and time off.

Join the Credit Union 1 Team

If you are highly motivated, friendly, and looking for a great place to work, join the Credit Union 1 team. As an employee of Credit Union 1, you will be part of a well-established and respected credit union that offers you amazing benefits, along with both stability and the opportunity for a great career path.

Top reasons to begin a career at Credit Union 1:

• Get paid for NOT working 13 holidays each year!
• Paid Time Off (PTO) begins accruing day one of employment
• Tuition reimbursement for approved courses (after 1 year)
• Free Employee Assistance Program (EAP)
• Livongo Diabetes Management Program
• Career growth opportunities it's our philosophy to promote from within whenever possible. Credit Union 1 is committed to your success and professional development.
• Excellent benefits packages including:
  • Medical PPO insurance
  • High Deductible Health Plan (HDHP) and Health Savings Account (HSA)
  • Dental & vision insurance (employee coverage 100% company paid)
  • Life, AD&D, short and long-term disability insurance (100% company paid)
  • 401(k) retirement and profit-sharing plan
• Being part of a team providing services with the goal of improving the ongoing economic well-being of our members.
• Exclusive interest rate reduction for qualifying loan products.

The Job at a Glance

The Help Desk Supervisor oversees the day-to-day operations of the Help Desk Team, providing technical and administrative supervision to Help Desk specialists ensuring end-user satisfaction throughout the entire problem resolution process.

A Typical Day

• Manage a team of Help Desk Specialists; act as mentor, coach team members on effective research and troubleshooting methods to deliver solutions.
• Train team members with the Help Desk platform, support procedures, and tools essential in tracking Help Desk requests and documenting solutions.
• Monitor all open tickets and identify overdue issues, ensure that each support issue is resolved in a timely manner and resolution is adequately documented.
• Promote Help Desk and its features, maintain information about new technology developments that may affect Help Desk support service, identify trends, and make recommendations for service improvements.
• Enable Help Desk Specialists to diagnose and resolve end user problems and educate users on problem resolutions in a prompt, courteous, and professional manner.
• Proactively take ownership of escalated support issue that cannot be resolved within a set time frame.
• Develop and promote knowledgebases for Help Desk Specialist and end-user.
• Ensure end user requirements are met with consistently high quality of service.
• Identify the need for new software products or enhancements to existing products.
• Engage appropriate internal resources and third-party vendors to resolve technical issues and update our end users on progress toward resolution.
• Create and maintain documentation of processes, and technology and team procedures.
• Handle staff scheduling and conduct performance evaluations.

What We Look For

• Associate Degree with 5 year's Information Technology work experience required.
• Experience in supervisory role within the technology industry.
• Strong computer skills both Windows-based and MAC-based desktops, IOS and Android devices and experience in troubleshooting applications and peripheral devices.
• Strong knowledge of Server Operating System (Windows 2012 R2 and newer)
• Strong network troubleshooting skills
• Advanced knowledge of Microsoft 365 Office Suite.
• Advanced knowledge of Active Directory and Office 365.
• Experience in hosted application solutions (e.g. RingCentral, Servicedesk Plus, Office 365).
• Self-motivated, self-starter, ability to utilize available resources to update skillsets and can perform tasks with little supervision.
• Experience in supporting remote end users.
• Great customer service, conflict management and interpersonal skills.
• Flexible, adaptable and ability to work effectively within a team to meet the organization's changing demands.
• Keen attention to detail and strong problem-solving skills.
• Ability to multi-task and prioritize to accomplish duties in a timely manner.
• Strong leadership and effective coaching skills.
• Phone System and Contact center platform support experience a plus.
• Excellent communication skills both written and verbal.
• Experience designing and performing quality auditing, metrics, and processes.
• Maybe required to travel.

Some nights and weekends required.

Location: TBD