Help Desk Manager

The Help Desk Managers role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk and Desktop support functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop and basic network support. The support provided by this group is the first point of contact or level one support. As the first point of contact for level one support, the Help Desk Manager will review incoming tickets and assign them to the appropriate Information Technology staff.

• Ensure customer service is timely and accurate on a daily basis
• Set specific customer service standards
• Coordination and implementation all software and hardware maintenance, upgrades, repairs, or replacements to PC workstations and peripherals. Trouble-shoot and correct problems arising from malfunction of PCs, printers, and other network devices.
• Assist with network file maintenance including new user setup, password protection, security, trustee assignments, system broadcasts, etc. Serve as trainer and control for maintaining consistency in file naming conventions, network housekeeping, sub-directory layouts, and batch file consistency.
• Responsible for asset management from acquisition to elimination. This includes making sure virus protection, browsers, network clients, OS and Office software, licenses, etc. are all current; and keeping logs of all upgrades and patches. The Equipment Inventory database updated as equipment and/or software changes are made and documenting hardware that is eliminated.
• Serve as the first point of contact for assigning all Help Desk tickets.
• Coordinate and oversee maintenance and installation of the credit unions physical security and access control equipment.
• Serve as trainer and/or help resource person for software applications currently in use by the Credit Union. Look for ways to help the entire Credit Union work smarter and be more productive. Be proactive in researching and suggesting improvements.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process with supporting documentation.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly and monthly reports on help desk teams productivity.
• Provide customer feedback to the appropriate internal teams, like product developers.
• Manage the help desk team and evaluate performance.
• Recruit, train and support help desk representatives and technicians.
• Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability and strong relationships in every interaction with members or coworkers.
• Performs other job related duties as assigned.

• Three years to five years of similar or related experience.
• Equivalent to a college degree (BS or BA in a relevant field). Experience with relevant Information Technology skills will also be considered.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Excellent written, oral and interpersonal communication skills are necessary.
• Ability to operate computer equipment and software including word-processing, spreadsheet, and internal database mainframe for record keeping and communication purposes.