Service Desk Manager

3 months ago

Lancaster, United States Founders Federal Credit Union Full time
Job DescriptionJob DescriptionRelax...Join our Team

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.

We are seeking a talented and motivated individual to join our strong organization and growing team as a Service Desk Manager located in Lancaster, SC. The Service Desk Manager is responsible for for the operational effectiveness of the IT Service Desk and continuously evaluates all aspects of the support infrastructure to ensure a culture of service and quality is presented to all employees. In addition to managing the service desk staff, the Manager will need to work effectively with staff across the organization to meet the operational needs of the business.

This position is located on-site in Lancaster, SC. Remote work is not available.

Don't meet all of the requirements below? We would still love to hear from you


Responsibilities and Duties:

The Service Desk Manager will be responsible for managing the service desk staff and evaluate the performance of individuals and the team, evaluating call volume and response times to ensure appropriate staffing of the service desk, and evaluate shift and on call schedules for the service desk team.

Additional responsibilities include, but are not limited to:

  1. Review ticket queues to ensure all tickets are assigned, documented, and resolved within SLAs.
  2. Ensure that communication with end users is thorough, professional, and service-oriented.
  3. Follow up with end users to identify areas of improvement.
  4. Evaluate and mature phone/ticket escalation processes to ensure timely incident handling.
  5. Evaluate process for identifying and reporting problem management trends.
  6. Communicate and measure key performance indicators at both the individual and team level.
  7. Conduct regular team meetings to review performance, training opportunities, service desk processes.
  8. Monitor and approve work time and time off for Service Desk staff while documenting the information within the Founders approved record keeping system.
  9. Stay current on emerging service desk trends and best practices to make informed recommendations.
  10. Prepare and build team for future growth and/or strategic needs.
  11. Maintain lifecycle management of branch hardware.
  12. Manage process for communicating outage/emergency activities to IT management and to the organization.
  13. Maintain positive working relationships with management across the organization, facilitating quality-of-service dialogue.
  14. Work with project managers and business owners to develop and define support for new services.
  15. Ensure FIT customers receive the response and support defined in their contract.
  16. Due to the critical nature of data security, each employee has the responsibility to protect company data. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality. Guidance is contained in the company information security policies. Violations of policy may result in disciplinary action, up to and including termination.
  17. Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data by maintaining account permissions to accounts, processes and programs only required to do the job assigned.
  18. Follow the asset management lifecycle process and procedures to support the efforts in maintaining an accurate and efficient configuration management inventory.
  19. Maintain a knowledge and understanding of the roles and responsibilities of the Incident Response teams defined in the Incident Response Plan.
  20. Comply with Founders’ policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.
  21. Perform all other duties as assigned.


Qualifications:

The Service Desk Manager must have strong leadership and mentoring skills, possess excellent oral and written communication skills including the ability to understand and explain technical details. The individual must have the ability to effectively define and consistently deliver high quality technical service and proactive communications by defining processes and service standards. This includes the ability to delegate tasks, provide clear directions, inspire collaboration and teamwork, while developing an understanding of the ‘Why’ to their team for a highly engaged team. The individual must work well with others in a changing environment. Qualifications include an associate degree or equivalent from a two-year college or technical school, or five years’ experience supporting end users with computing hardware, software, and networking needs. Lifting of equipment up to 50 pounds is required. Due to the nature of project deadlines and implementation schedules, evening and weekend work will be required.


A minimum of 2-3 years of work experience in a leadership role with service management tools and processes is preferred. Experience working in a Service Management environment is required. An understanding of the ITIL Incident, Problem, and Change Management Processes and best practices is preferred. ITIL Certification and Dell certifications are required within the first two years of employment.

Benefits:

As the Service Desk Manager, you will receive a competitive income and comprehensive benefits package.

Benefits provided include the following:

  • Paid Holidays
  • Paid Time Off
  • Family-oriented culture that values work/life balance
  • Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
  • Comprehensive Health and Dental Insurance
  • Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
  • Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
  • Health Care and Dependent Care Flexible spending accounts
  • Long Term Care Plan
  • Short-Term and Long-Term Disability Insurance
  • Tuition reimbursement to assist with furthering education
  • Certifications - Assistance with achieving and maintaining
  • Fit Founders Wellness Program

A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.

EOE

#FoundersFCU

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