Technology Support Supervisor - Headquarters

Technology Support Supervisor - Headquarters

The Technology Support Supervisor position is included in a workplace model that allows for a combination of in-office and remote work.

• Develop goals, objectives, policies, procedures, service standards, and establish priorities and deadlines for the Service Desk teams
• Help to develop, monitor and report on department budget
• Provide daily management oversight for the Service Desk to ensure incidents and service requests are completed according to established SLAs
• Compile reports on SLA targets, numbers and request types, communicating findings to the team and management and responding to any further requests for data that is required for analysis
• Ensure effective on‑going support for all systems in use by STAR, ensuring that the service provided to customers / users is the highest possible within the resources available.
• Provides input into strategic and tactical planning, development, evaluation, and coordination of information and technology systems.
• Review customer satisfaction surveys and compile reports to identify overall customer satisfaction, and address any problem areas.
• Manages the IT logistics for employees or equipment moves, remodeling, or any other instance where equipment must be moved or transported.
• Manages annual client computing equipment refresh project.
• Oversees asset management for all technology devices.
• Maintain policies, procedures, and associated training plans for support staff, usage, and disaster recovery.
• Develops and enforces policy and procedure to ensure the protection of IS/STAR assets and the integrity, security, and privacy of information.
• Document service issues, compile 'tech notes', maintain 'knowledge bases' of support information, post information to support websites and provide customer feedback to research and development teams working on product upgrades.

• Excellent oral and written communications skills.
• Ability to communicate at all levels of the organization.
• Able to link and apply complex technologies to business strategies.
• Strong project management, organizational skills, and attention to details.
• Demonstrated customer service orientation.
• Hands‑on hardware troubleshooting experience.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Ticket system based management.

In addition to traditional compensation and benefits packages, our leaders continue to collaborate to launch innovative employee benefits and perks including:

• Affordable Medical / Vision / Dental Coverage
• Flexible Dependent Care Account
• Health Savings Account (with employer contributions)
• Prescription Drug Plan
• Employee Wellness Initiatives (physical/mental/financial)
• Health Management Reimbursement Program
• Short Term / Long Term Disability
• Life Insurance
• Tuition Reimbursement
• Competitive Pay and Bonus Program
• 401(k) (with employer match)
• Generous Paid Time off including 11 1/2 holidays

Eligibility of benefits are determined by employment status classification and may be discussed during the interview process.

Education:

Associates or better in Computer Science or related field.

Experience:

Previous experience in an IT support role, with at least 3 years in an IT support or related role.

STAR Financial Bank is an equal opportunity employer (EEO) with a commitment to inclusivity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, pregnancy, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. STAR complies with applicable STAR and local laws governing non-discrimination in employment in every location in which we have facilities.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.