IT Help Desk & Service Delivery Supervisor

About the role

Are you an IT professional who enjoys solving problems, improving processes, and creating a great technology experience for others? Bellwether Community Credit Union is looking for an IT Help Desk & Service Delivery Supervisor to take ownership of our day-to-day Help Desk and IT service delivery functions. Important distinction: This is a supervisor of function, not people. While this position will lead and coordinate Help Desk operations, service delivery, ticket management, and related processes, it does not have direct reports. It’s an excellent opportunity for an experienced IT professional who is ready to take greater ownership and lead through expertise, accountability, and process improvement without moving away from hands-on technical work.

At BCCU, technology is about more than systems—it’s about supporting the people who use them. Our team lives our Core Values of People First, Local Focus, Always Learning, Driven with Purpose, and Own Our Outcomes.

Responsibilities

• Own day-to-day Help Desk operations, including ticket prioritization, triage, escalation, coverage, and resolution
• Serve as the business and technical owner of our IT ticketing/ITSM platform, including workflows, queues, categories, reporting, and continuous improvement
• Provide hands-on desktop and endpoint support, including deployment, configuration, troubleshooting, and upgrades
• Manage IT asset inventory throughout the asset lifecycle, maintaining accurate and audit-ready records
• Monitor and report on Help Desk performance, including ticket volume, SLA compliance, aging, and trends
• Develop and maintain procedures, documentation, and Help Desk resources
• Serve as a technical resource to other IT team members through guidance, documentation, and knowledge sharing
• Manage assigned IT projects and contribute to broader technology initiatives
• Participate in the IT on-call rotation and assist with system emergencies when needed

Requirements

• At least two years of related IT experience in service delivery, Help Desk operations, or desktop support, or an equivalent combination of education and demonstrated skills
• Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades
• Experience administering an ITSM/ticketing platform such as ServiceNow, Freshservice, or Jira Service Management
• Experience with IT asset management and inventory reporting
• Working knowledge of ITSM best practices, such as ITIL; ITIL Foundation certification is a plus
• Strong organizational skills with the ability to prioritize multiple responsibilities and work independently
• A collaborative, responsive, and customer-focused approach to IT support

Schedule

Full-Time, Exempt