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IC Federal Credit Union IT Help Desk Manager in Fitchburg, Massachusetts

IT Help Desk Manager Fitchburg, MA, US Salary Range: $71,629.00 To 107,444.00 Annually WHO WE ARE Under the direction of the VP/IT, the IT Help Desk Manager oversees the day-to-day operations of the IT division to ensure the accurate and timely resolution of technology issues reported through the Credit Union?s ticketing system. The Help Desk Manager will model and support the IT team in delivering exceptional service in line with IC?s internal member service standards. This role will help shape the direction of the IT team to support ICs evolving multi-year technology plan and overall strategic vision. With superior attention to detail and clear, open communication; the Help Desk Manager will leverage data to create efficiencies, inform technology enhancements, implement process improvements and establish self-service channels / knowledge repositories. POSITION DETAILS Hours: 40 Hours, Exempt Training: In-Office Training Schedule: 8:00am ? 5:00pm (Monday - Friday), 8:30am-12:00pm (alternating Saturdays and after hours as needed) Hybrid Capability: Schedule to be determined ESSENTIAL JOB FUNCTIONS Actively monitor and triage IT Help Desk queue. Provide Tier 1+ support on a variety of information technology, telecommunication and computer use inquiries; ranging from simple maintenance to more complex issues. Escalate tickets to Tier 2 subject matter experts (SMEs) as necessary. Train, coach and demonstrate effective research and troubleshooting methods to deliver prompt, courteous and accurate front line support to team members across the organization. Ensure development of team to achieve service excellence in line with ICs internal member service standards and expected service level agreements (SLAs). Serve as primary contact for technical issues involving front line technology vendors (e.g., ATMs, cash recyclers, check scanners, etc.); escalating and engaging internal resources as needed. Assist in establishing and managing routine service maintenance schedules. Identify, gather and report on key metrics to analyze help desk performance and identify trends. Use data to create efficiencies, inform technology enhancements and implement process improvements. Document policies, procedures and corresponding workflows related to the Help Desk ticketing system and issue prevention/resolution. Lead projects to identify and implement self-service channels, including knowledge repositories and FAQ libraries. Support IT division in organizing, preparing and drafting audit documents/responses for internal audit/compliance teams and regulatory bodies. Works alongside IT leadership to support InfoSec, GLBA, and DR/BCP initiatives; including testing of internal policies, workflows and risks/controls. Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision and Core Values, with a focus on team member engagement and member experience. NON-ESSENTIAL JOB FUNCTIONS Assist in staging new PCs. Conduct system and upgrade testing. Create and generate user activity reports. Asset tagging and management. Assist team members in administering and supporting the telecommunications system (VoIP); providing end user training as needed. Assist team members in administering and maintaining the core banking system. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. JOB COMPETENCIES Communication: Professional written and verbal communications skills with the ability to present as needed. Overall ability to read and listen effectively. Attention to Detail