Supervisor - IT Support

Hybrid position in Sacramento, CA. Pay range: $92,800.00 - $98,000.00 annually.

About the role

The Supervisor, IT Support oversees a team of Help Desk Coordinators, Desktop Technicians, and IAM Analysts/Specialists who support and administer the Credit Union’s core technological needs. This role ensures an outstanding level of service by providing direct and indirect support to all employees, supervising and managing technical support staff, and leading the IT Support team in active planning and adaptability to organizational changes. The incumbent responds to queries, runs diagnostics, isolates problems, provides reports, and implements solutions, while also offering advanced technical support to employees, the Supervisory Committee, and the Board of Directors on various devices and systems.

Responsibilities

• Supervise, develop, motivate, coach, and train IT Support staff by defining schedules, setting priorities, providing direction, and handling administrative issues.
• Evaluate employees and conduct performance reviews.
• Manage the development, implementation, and administration of IT Support staff procedures and policies, including training, coaching, and mentoring.
• Oversee the processing of incoming IT Support requests via multiple channels to ensure courteous, timely, and effective resolution, meeting Service Level Agreements.
• Develop, maintain, and execute the Credit Union’s Identity and Access Management Program using Role Based Access Control with least privilege methodology, including periodic compliance reviews.
• Analyze IT Support performance, activities, and documented resolutions to identify problem areas and deliver solutions to enhance service quality.
• 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 work on systems issues and projects to support day-to-day operations and future implementations.
• Provide leadership and technical subject matter expertise to staff responsible for integrating software and hardware applications.
• Manage the development, documentation, and implementation of operating procedures, including systems documentation, gold builds, best practices, knowledge base, disaster recovery, and backup.
• Act as a liaison between department managers and supervisors to coordinate support activities and project-related tasks.
• Manage and validate systems software and hardware versions, maintenance levels, registrations, and inventories, ensuring appropriate security and patch levels are maintained.
• Oversee all Service Desk application responsibilities, including design, testing, and implementation, and become a subject matter expert in all Service Desk areas.
• Collaborate with application administrators and business owners to address technical and business issues in maintenance and deployment of applications.
• Assist Product Owners and the Project Management Office with application onboarding, role creation, mentoring, beta testing, and team guidance.
• Manage IT projects by researching, planning, and executing required tasks.
• Provide senior-level support using remote diagnostics and access tools for internal and offsite employees.
• Mentor and support IT Support staff in their daily workload, assisting with advanced problems.
• Communicate updates for equipment maintenance to appropriate staff.
• Develop and maintain a clear understanding of business area needs and incorporate them into technical solutions, staying knowledgeable about credit union procedures, products, services, and data processing systems.
• Escalate issues 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.
• Plan for future use of ATM and PC equipment, software, services, technologies, applications, and standards, coordinating purchase, installation, and implementation according to department standards.
• Advise and participate in the development of systems architecture and infrastructure design for PC and ATM environments.
• Ensure budget dollars are spent wisely by invoicing and auditing equipment purchases.
• Participate in the “Management On-Call” rotation.
• Understand regulatory requirements and risks inherent to the role, establish control activities to mitigate risks, and ensure operational integrity and compliance with applicable regulations.
• Perform other job-related duties as necessary.

Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, or a comparable discipline, or equivalent work experience.
• Minimum of three years’ experience in Information Technology within a leadership capacity.
• Minimum of three years’ experience in project management or personnel supervision.
• Strong aptitude to work with business owners for planning enterprise-wide technologies.
• Ability to work effectively and support others in an environment of continuous change.
• Subject matter expertise with Windows workstations in an enterprise domain environment.
• Strong research, analytical, planning, execution, and organizational skills related to projects.
• Ability to make objective observations, examinations, evaluations, and recommendations.
• Strong knowledge of Microsoft Windows desktop operating system and MS Office.
• Strong knowledge of system hardware, including PCs, thin clients, and printers.
• Strong knowledge of mobile devices such as iPhones, laptops, and tablets.
• Strong knowledge of network and system troubleshooting.
• Working knowledge of systems security practices.
• CompTIA A+ certification or equivalent work experience.
• MCSA Microsoft Certified Administrator certification.

Physical Requirements

• Prolonged sitting throughout the workday to accomplish tasks.
• Availability for emergency and on-call duty 24 hours a day, 7 days a week, as needed.
• Occasional travel may be required.
• Ability to lift and carry communications equipment and computer hardware weighing up to fifty pounds.
• Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.
• Hearing within normal range.
• Sufficient manual dexterity to skillfully operate computer hardware, hand tools, and standard office equipment.
• May work additional hours to accomplish tasks.