What are the responsibilities and job description for the IT Help Desk Manager (71343) position at JOHNS HOPKINS FEDERAL CREDIT UNION?
POSITION PURPOSE
The IT Help Desk Manager is an IT role that will be responsible for managing the Help Desk function of the Credit Union. The IT Help Desk Manager will ensure help desk requests are handled in a timely manner and will measure the performance of the Help Desk function and provide timely reporting to management. The IT Help Desk Manager will be responsible for recruiting, training, and supporting the help desk technicians.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
SERVICE:
- Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.
RESPONSIBILITIES:
- Assumes responsibility for managing the Help Desk function within information technology.
- Manages the Credit Union’s help desk ticketing queue to ensure all tickets are assigned to the appropriate technicians.
- Maintains a sufficient working knowledge of end user software and hardware to assist with problem resolution. Assist Help Desk technicians when necessary.
- Establishes and maintains customer service standards by ensuring the department staff serves as a liaison between Credit Union end users, management and technical staff to ensure problems are resolved promptly and effectively.
- Establishes best practices through the entire technical support process.
- Follow up with internal customers to identify areas of improvement.
- Develop daily, weekly and monthly reports on help desk team’s productivity. Ensure the reports are run in a timely manner.
- Performs basic audits as specified by the IT Audit Program. Areas to cover include active directory user audits, active directory computer audits, software compliance audits, and network audits.
- Responsible for event correlation application.
- Review the application on a weekly basis to confirm software is performing as expected.
- Review events and close routine notifications.
- Research events requiring further investigations – escalate any event deemed a risk.
- Responsible for IT procurement and decommissioning
- Receives procurement requests from end users and IT staff, obtains quotes, and coordinates responese with appropriate IT staff.
- Assists other IT staff member with procurement activities.
- Approves invoices for directly procured items.
- Responsible for proper disposal of IT assets in compliance with the Credit Union’s Information Security Standards and Procedures.
- Notifies all involved parties when tickets are opened and closed.
- Tracks and records resolutions of problems for future reference, training, and reporting.
- Works with different departments to assist in providing solutions as needed.
- Keeps users informed of the status of their requests.
- Promotes and maintains a commitment to our management system including regular touch bases, coaching, and ongoing action planning.
- Prioritizes team engagement through the development of trust, effective communication, providing timely feedback, and ensuring accountability for goals, projects, and operations.
- Promotes and engages in ongoing development to continue evolution and identify new ways to achieve organizational objectives.
- Provides reporting for areas of responsibility. Leverages data to measure and report on key metrics, providing insights for data-driven decision-making.
OTHER DUTIES:
- Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
- Responsible for any additional duties and/or responsibilities as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/certification and experience
- Associates degree and a minimum of 5 years’ progressive help desk experience or equivalent combination of education and experience.
- Minimum 1 year of supervisory experience.
- CompTIA A certification strongly preferred.
This position is eligible for a hybrid work schedule. The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships.
Salary : $81,000 - $101,000