The Regional Manager, IT Service Desk is responsible for supervising and coordinating the daily operations of the IT Service Desk within their specific region. In addition, the person in this role will participate in and/or lead project related efforts on approved Credit Union initiatives.
1) Manages the day-to-day activities of Computer Technicians engaged in assisting end users with hardware and software related questions and problems; includes fielding telephone calls, creating and updating tracking tickets, diagnosing the nature of problems, and assisting partners through problem solving steps. Ensure assigned business units are operating efficiently and reliably, follow applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (35%)
2) Supervises, coaches, and regularly reviews the performance of Partners working in the IT Service Desk; includes developing Partners for promotional opportunities and the execution of coaching improvement plans as appropriate. (30%)
3) Coordinates IT efforts to identify, troubleshoot, and resolve information systems issues reported to the IT Service Desk to minimize down time of applications and impacts to staff. (15%)
4) Publishes regular management reporting on the overall effectiveness and performance of the IT Service Desk and IT asset inventory. (10%)
5) Acts as the point of contact (POC) for customer escalations and operational issues. (5%)
6) Recommends and maintains appropriate policies/procedures related to the IT Service Desk. (5%)
A. Specialized or Technical Knowledge and Skills:
1) Two-year Associates Degree required; Bachelor’s Degree is preferred. Candidates who present an equivalent combination of formal training and experience in required areas may also be considered.
2) A minimum of 5 years IT / service desk / other related experience required.
3) Prior supervisory or leadership experience is required.
4) Demonstrated ability to implement initiatives, policies, and procedures to improve efficiency, quality, and service levels.
5) ITIL or other similar process framework certification is highly desirable.
6) Valid driver’s license and ability to operate a motor vehicle.