Help Desk Manager

Job Description

• Manages Help Desk staff, evaluates performance, and schedules staff to ensure support is available during business hours and on call rotations.
• Is technically proficient in using Help Desk tools and technology solutions such as PC imaging solutions, scripting languages, common business software, and incident management tools.
• Provides feedback, offers solutions and strong leadership. Recruits and hires talented individuals to join the team and continues to develop them to their full potential.
• Promotes an environment of continuous improvement by challenging established processes and procedures.
• Reports on and monitors service incidents and projects to ensure SLA's and objectives are met.
• Analyzes reoccurring incidents and metrics to reduce repeat incidents and larger scale issues.
• Collaborates directly with management, engineers, and end users to reduce escalations with the goal of solving the problem on first contact.
• Promotes the core values of the credit union and drives accountability and ownership.
• Is familiar with common automation techniques to compel consistency, efficiency, and reduce the time taken for common tasks.
• Provides timely onboarding and offloading of staff.
• Creates and establishes processes, procedures, and documentation for all staff to follow.
• Maintains accurate asset inventories of all associated hardware, software, and licensing.
• Recommends hardware and software to support both local and remote end user support.
• Stays current with new trends in end user computing to recommend device changes to support credit union staff.
• Contributes to improving customer support by actively responding to incidents and responding to support inquiries.
• Perform all other duties as assigned.

• Proficient in desktop operating systems and deployment solutions is such as SCCM, WDS, or Autopilot is required.
• Proficient with the entire Microsoft Office Suite including Microsoft 365 with an emphasis on excel.
• Understanding of general TCP/IP, DHCP, DNS, and client server communications is required.
• Familiarity with phone system administration using applications such as Cisco Unified Communications and Finesse is preferred.
• Knowledge of common PC hardware is required.

• 3+ years of experience in a fast paced Help Desk role is preferred.
• 3+ years managing teams is preferred.
• A Bachelor's degree in computer science or equivalent is preferred.
• Experience scripting and automating common Help Desk tasks is preferred.
• Certifications such as ITIL, PMP, or MCSE preferred.
• Must have a valid driver's license and acceptable driving history.

• Superior analytical, planning, organizational, and problem-solving skills.
• Solid technical background with the ability to communicate to non-technical staff.
• Ability to multi-task and be organized in a fast past environment.
• Exceptional customer service skills and willingness to help others.
• Ability to lead and inspire teams in a fast pace environment.
• Ability to pick up new technology quickly and easily with minimal guidance.
• Able to communicate information clearly with all levels of staff and management organization wide.
• Honesty, integrity, and transparency are required at all times.
• Ability to follow policy, procedure, and regulatory requirements.
• Willingness to participate in a 24X7 on call rotation as well as work after hours as necessary.

• Standard office conditions.
• Low to moderate noise.
• Limited lifting up to 50 lbs.
• Weekly travel within Colorado is expected.

• all the important benefits you hope for, such as a generous paid time off program (plus all the bank holidays), a 401k match, competitive compensation, health insurance (medical, vision and dental) and much more!