Unclassified - Kalamazoo, MI
posted 3 months ago
Full-time - Mid Level
Hybrid - Kalamazoo, MI
About the position
The IT Support Manager is responsible for overseeing the efficient operation of the IT help desk within a credit union environment. This role involves leading a team of support technicians to ensure timely resolution of technical issues, maintaining high levels of customer satisfaction, and implementing best practices for IT support. The position requires strong leadership skills, technical expertise, and a focus on continuous improvement to meet the evolving needs of the credit union.
Responsibilities
- Supervise and mentor IT Support employees, providing guidance and support to ensure exceptional performance.
- Oversee the resolution of technical issues reported by credit union staff, ensuring timely and effective solutions.
- Troubleshoot hardware, software, and network problems, escalating complex issues as necessary.
- Maintain knowledge base and documentation for common problems and solutions.
- Monitor IT Support performance metrics, such as response time and resolution rate, to ensure high levels of customer satisfaction.
- Address escalated customer concerns and complaints, resolving issues courteously and professionally.
- Develop and implement strategies to improve customer service and enhance the overall user experience.
- Collaborate with IT leadership to develop and implement IT policies, procedures, and standards.
- Coordinate with other IT teams to ensure seamless integration of help desk services with broader IT initiatives.
- Identify opportunities for process improvement and efficiency gains within the help desk function.
- Manage relationships with third-party vendors and service providers, ensuring compliance with service-level agreements.
- Evaluate vendor performance and negotiate contracts for IT Support services and equipment procurement.
Requirements
- Strong leadership skills and experience in managing a team.
- Technical expertise in IT support and troubleshooting.
- Ability to maintain high levels of customer satisfaction.
- Experience in developing and implementing IT policies and procedures.
- Strong communication and interpersonal skills.
Nice-to-haves
- Experience in a credit union or financial services environment.
- Familiarity with help desk software and performance metrics.
- Knowledge of IT service management best practices.
Benefits
- 401(k) match and Profit Sharing
- Education reimbursement
- Up to $600 in wellness reimbursement annually
- Full Medical, Dental, Vision, and Prescription Insurance coverage
- Health Savings Account with bi-weekly Employer Contributions
- Employer Paid Life Insurance
- Employer Paid Short and Long Term Disability coverage
- Generous Paid Time Off
- 13 Paid Holidays
- Employee Assistance Programs
- Monthly commissions and incentives
- Employee Appreciation Events
- Community Volunteering Opportunities
- Performance and Discretionary Bonuses
