IT Support Services Supervisor

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay.

It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

The IT Support Services Supervisor oversees daily operations of the IT Help Desk, ensuring timely and high-quality support for internal end users. This role combines team leadership, hands‑on IT support expertise, and a focus on end‑user satisfaction. The supervisor manages the IT Help Desk team, monitors performance metrics, ensures adherence to ITSM processes using Service Now, and drives service excellence through strong operational oversight.

• Supervise and coordinate daily Help Desk operations, including call handling, ticket triage, escalation, and resolution.
• Provide leadership and coaching to Help Desk team members; schedule coverage to ensure consistent support availability.
• Monitor Service Now ITSM queues (incident, request, problem, change request) to ensure SLAs are met and service quality is maintained.
• Ensure adherence to ITIL-based support practices and assist with continuous improvement of ITSM processes.
• Serve as an escalation point for complex support issues, working cross‑functionally with infrastructure, applications, and security teams.
• Track and report on key performance indicators (KPIs), call metrics, ticket volume trends, and customer satisfaction results.
• Use Genesys (or similar platform) to monitor call queues, agent performance, and call routing to optimize user experience.
• Develop and maintain knowledge base articles and end‑user documentation to promote self‑service and reduce repeat tickets.
• Foster a customer‑focused support culture, continuously seeking ways to improve internal user satisfaction and experience.
• Participate in change management processes, including communications and scheduling of user‑impacting changes.

• Working knowledge of Service Now ITSM, including incident, request, problem, and change management modules
• Familiarity with ITIL best practices for service support and operations
• Proven ability to manage, mentor, and develop support team members in a high‑volume environment
• Strong interpersonal and communication skills; ability to interact effectively with all levels of the organization
• Demonstrated focus on end‑user satisfaction and service quality
• Experience with Genesys Cloud or Genesys Engage call center platforms preferred
• Experience supporting endpoint technologies including Windows, macOS, Office 365, remote access tools, and mobile devices preferred

• Accountability and self‑management
• Communication
• Effective knowledge
• Innovation and problem‑solving
• Teamwork and leadership

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

5-8 years of related experience; 1-3 years of leadership/management experience