PC Tech Supervisor

At Jack Henry, we’re more than a technology company; we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.

If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence, then we’d love to meet you.

Our Enterprise IT team is excited to announce a new leadership opportunity! We are seeking a supervisor to oversee our PC Tech Support team, which is responsible for managing and troubleshooting Jack Henry physical devices. You will ensure the team provides professional and courteous customer support while maintaining the availability of hardware and software. Additionally, you will keep management informed of schedules, priorities, and any issues, all while operating with an associate experience mindset.

You will also be responsible for asset and inventory tracking within the Service Now system.

This position will be based to work from our Springfield, MO office.

• Supervises and coordinates the IT PC Tech Support staff.
• Supervise, train, and mentor a team of PC technicians and support staff;
  Schedule and assign tasks, monitor performance, and provide feedback.
• Schedules staff to adequately handle any internal requests and problems.
• Advises support staff concerning administrative procedures, technical problems, and priorities.
• Ensures that support staff receives the appropriate training and remain knowledgeable about the company’s products and systems.
• Consults with management on disciplinary actions and proceedings.
• Provide oversight of inventory and assets across locations, including weekly inventory counts.
• Ensures availability of hardware and software to internal customers and employees by ensuring hardware and software works properly and individuals have the available tools needed to perform their functions. Provides “loaner” devices when necessary.
• Assists with analyses and preparing reports on progress, work trends, and problems.
• Partners with leadership to develop team of techs that will monitor asset performance and other dashboards proactively
• Develops dashboards in Lakeside to monitor asset performance and associate performance
• Keeps the management team informed on status of employees’ problems and of internal technical support activities as necessary.
• Improves quality and responsiveness of corporate support services.
• Develop and implement standard operating procedures for tech support.
• Implement and monitor Key Performance Indicators (KPIs) for evaluating performance, ensuring the effectiveness of the PC Technicians team, and achieving organizational goals.
• Encourages techs to work with an associate experience mindset and “What else can I do for You” mentality
• Views the jh associates as their customer and communicates to the technicians expectations
• Ensure high levels of satisfaction and effective communication with end-users.
• Assists management with evaluating and developing Employee Support Center programs and policies.
• Ensures proper stock of endpoints and peripherals within budget
• Delivers weekly and monthly reports regarding assets and inventory
• Supports team performing A/V daily checks onsite and during planned events to ensure operating as expected
• Works with and supports VIP Executive support technician
• Collaborate with other departments to understand technology needs and implement solutions.
• Act as the point of contact for escalated technical issues and customer service concerns.
• May perform other duties as assigned.

• Must have at least 6 years of experience in IT Support, specializing in delivering exceptional customer service for hardware and software issues.
• Must be able to work on-call for critical issues as needed.
• Must be able to travel to various Jack Henry offices up to 25% of the time to meet with…