IT Help Desk & Service Delivery Supervisor

Job Details:

Job Location:

Manchester - Manchester, NH 03104, IT Help Desk & Service Delivery Supervisor

In this role, you’ll partner closely with the IT Manager to prioritize and resolve service requests and incidents, manage our IT ticketing/ITSM platform, support employee endpoints, and maintain accurate IT asset records. You’ll be both a hands‑on problem solver and a key contributor to making our IT service delivery more consistent, efficient, and measurable.

• Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices.
• Oversee day‑to‑day Help Desk operations, including triage, escalation, coverage, and ticket grooming.
• Respond to employee questions and issues involving IT systems, applications, hardware, and software.
• Respond to emergencies and system failures and participate in the IT on‑call rotation.

• Serve as the business and technical owner of the Credit Union’s IT ticketing/ITSM system.
• Configure workflows, queues, categories, and other system components.
• Continuously improve ticketing processes and service delivery workflows.
• Create and distribute reports covering ticket volume, SLA compliance, aging, trends, and other key service metrics.

• Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software.
• Provide direct technical support to Credit Union employees.
• Diagnose and resolve hardware and software issues while delivering a positive employee experience.

• Maintain accurate, audit‑ready IT asset inventory throughout the entire asset lifecycle.
• Manage asset deployment, tracking, reporting, and disposal.
• Ensure asset records remain current and support audit and compliance requirements.

• Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes.
• Serve as a resource to other IT team members by sharing knowledge, documentation, and guidance.
• Identify opportunities for improvement and make recommendations to management.
• Manage position‑related projects and contribute to other IT initiatives as assigned.
• Support the Credit Union’s mission by providing excellent service to both members and employees.
• Understand and comply with applicable BSA/AML requirements.

• High school diploma plus post‑secondary coursework in Information Technology or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support.
• Working knowledge of ITSM best practices, such as ITIL.
• Hands‑on experience with endpoint deployment, configuration, troubleshooting, and upgrades.
• Experience administering an IT ticketing/ITSM platform, including configuration and reporting. Experience with platforms such as Service Now, Fresh service, or Jira Service Management is valuable.
• Experience with IT asset management and inventory reporting.
• Proficiency with Microsoft Office applications.
• Ability to manage multiple priorities and projects while working independently.
• Valid driver's license and ability to travel to off‑site locations as needed.

• ITIL Foundation certification

The position involves a mix of desk‑based and hands‑on technical work. You should be comfortable sitting for approximately 50% of the workday, as well as standing, walking, bending, squatting, twisting, reaching, and kneeling. Occasional lifting of up to 50 pounds is required.

Exhibit and reflect the Credit Union's values of:

• People First
• Local Focus
• Always Learning
• Driven with Purpose
• Own Our Outcomes