Supervisor - IT Support Job Sacramento area,California USA,IT/Tech

Supervisor - IT Support

Reports To:

Manager - IT Support

Department: IT - Support

Pay Range: $92,800.00 - $98,000.00 Annually

Location:

Hybrid in Sacramento, CA

General Description:

The Supervisor, IT Support is responsible for overseeing a team of Help Desk Coordinators, Desktop Technicians, and IAM Analysts/Specialists who support and administer the Credit Union's core technological needs. The Supervisor, IT Support is responsible for ensuring an outstanding level of service by providing direct and indirect support to all employees, and supervising and managing the technical support staff. Responsible for leading the IT Support team, engaging in active planning, and supporting the team to be flexible and adaptable in the changing needs of the organization.

The incumbent responds to queries, runs diagnostics programs, isolates problems, provides reports and determines and implements solutions. The incumbent is also responsible for advanced technical support to all employees, Supervisory Committee, and Board of Directors on a variety of issues related to workstations, tablets, smartphones, thin clients, and multifunction devices.

Tasks, Duties, Functions

Supervise, develop, motivate, coach and train the IT Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. Evaluate employees and conduct performance reviews.

Manage the development, implementation, and administration of IT Support staff procedures and policies including training, coaching, and mentoring.

Manage the processing of incoming requests to IT Support via multiple channels to ensure courteous, timely, and effective resolution of end user issues ensuring Service Level Agreements are met.

Develop, maintain and execute Golden 1's Identity and Access Management Program using Role Based Access Control with least privilege methodology. Perform periodic review to ensure compliance.

Analyze all aspects of the IT Support performance, activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service delivered. Track and analyze trends in ticket requests and generate statistical reports.

Manage IT ticket workloads and escalations by assigning and delegating tickets.

Prioritize, assign, and direct all work assignments on systems issues and assigned projects to support day-to-day operations and future project implementations.

Provide leadership and direction through technical subject matter expertise to staff responsible for integration of software and hardware applications.

Manage the development, documentation and implementation of operating procedures including, but not limited to, systems documentation, gold builds, best practices, knowledge base, disaster recovery and backup.

Work as a liaison between other department managers and supervisors when coordinating support activities and project related tasks.

Manage and validate systems software and hardware versions, maintenance levels, registrations and inventories and provide upgrades as necessary to ensure appropriate security and patch levels are maintained.

Manage all Service Desk application responsibilities including design, testing and implementation. Become a subject matter expert in all areas of Service Desk.

Work with application administrators and business owners to address business and technical issues involved in maintenance and deployment of business applications.

Assist Product Owners and Project Management Office with onboarding of applications, identifying and creating roles and mentoring, beta testing and providing guidance to team members.

Manage IT projects by researching, planning and executing tasks required.

Provide senior level support using remote diagnostics and access tools to internal and offsite employees.

Mentor and support IT Support staff in their daily workload offering assistance and support for more advanced problems.

Communicate all updates for proper maintenance of equipment to the appropriate staff.

Develop and maintain a clear understanding of business area needs and incorporating these needs into technical solutions by updating, developing and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.

Properly escalate when user and system related security standards are not observed.

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

Plan for the future use of ATM and PC equipment, software, services, technologies, applications, and standards and coordinate the purchase, installation and implementation of systems hardware and software according to department standards and procedures.

Advise and participate in the development of systems architecture and infrastructure design and configurations for PC and ATM environments.

Ensure pricing and budget…