What are the responsibilities and job description for the Supervisor, Desktop Support position at Municipal Credit Union?
About MCU:
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
The Desktop Supervisor is a senior-level technical and leadership role responsible for overseeing the support and maintenance of the organization’s computer systems, desktops, peripherals, and mobile devices. This role ensures optimal workstation performance and leads a team of desktop support professionals in delivering high-quality technical services. The Desktop Supervisor will also play a key role in strategic planning, process improvement, and cross-functional collaboration to enhance IT infrastructure reliability and user satisfaction.
What you’ll be responsible for:
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following
Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results.
What we can offer you:
Competitive Compensation, Medical And Dental Benefits.
401K with employer match
Flexible paid time off
Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
The Desktop Supervisor is a senior-level technical and leadership role responsible for overseeing the support and maintenance of the organization’s computer systems, desktops, peripherals, and mobile devices. This role ensures optimal workstation performance and leads a team of desktop support professionals in delivering high-quality technical services. The Desktop Supervisor will also play a key role in strategic planning, process improvement, and cross-functional collaboration to enhance IT infrastructure reliability and user satisfaction.
What you’ll be responsible for:
- Supervise and mentor desktop support staff, providing guidance, training, and performance evaluations.
- Coordinate daily operations and ensure timely resolution of technical issues.
- Establish and enforce support standards, documentation practices, and escalation procedures.
- Oversee installation, diagnosis, repair, maintenance, and upgrades of hardware and equipment.
- Provide advanced support for Windows and Citrix environments and third-party applications.
- Server building and maintenance.
- Workstation and server monthly patch management.
- Business continuity planning and execution.
- Collaborate with IT leadership to align desktop support strategies with organizational goals.
- Recommend and implement system upgrades and process improvements.
- Liaise with third-party vendors and support teams to resolve complex technical issues.
- Ownership of escalated IT incidents and resolution strategies.
- Problem analysis and implementation of permanent fixes.
- Accurate documentation of support requests and resolutions.
- On-site and remote diagnosis of complex desktop issues.
- Installation, configuration, and monitoring of desktop and network hardware/software.
- Collaboration with Technology team members to ensure efficient desktop operations.
- Timely response to support calls and work orders.
- Coordination with third-party support for unresolved technical issues.
- Helpdesk support during staff shortages.
- Clear and effective communication with technical and non-technical colleagues.
- Recommendations for system upgrades and lifecycle planning.
- Execution of duties consistent with the scope and intent of the position.
- Perform related duties consistent with the scope and intent of the position.
- Minimum of 5 years of experience in desktop support or IT infrastructure roles.
- Experience in a supervisory or team lead capacity.
- Proficiency in Windows server environments.
- Advanced knowledge of desktop hardware, software, peripherals, and mobile device support.
- Experience with application deployment, upgrades, and support for third-party applications.
- Strong understanding of patch management processes and tools.
- Familiarity with business continuity planning and disaster recovery strategies.
- Hands-on experience with network hardware, printing/scanning devices, and presentation equipment.
- Ability to lead and mentor technical teams.
- Strong organizational and time management skills.
- Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
- Experience in developing and enforcing support standards and documentation practices.
- Demonstrated ability to analyze complex technical issues and implement effective solutions.
- Commitment to delivering high-quality end-user support and service.
- Experience with IT ticketing systems and incident management workflows.
- Certifications (Preferred but not required)
- CompTIA A , Network , or Security .
- Microsoft Certified: Modern Desktop Administrator Associate.
- ITIL Foundation Certification.
- Organized; sets priorities; meets deadlines
- Excellent end-user service skills
- General knowledge of computer terminology.
- Excellent communication skills.
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following
Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results.
What we can offer you:
Competitive Compensation, Medical And Dental Benefits.
401K with employer match
Flexible paid time off
Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
Salary : $100,000 - $130,000