Supervisor - IT Support

TITLE

Supervisor - IT Support

STATUS

Exempt

REPORTS TO

Manager - IT Support

DEPARTMENT

IT - Support

PAY GRADE

19S

JOB CODE

10096

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

1. 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.

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

3. 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.

4. Develop, maintain and execute Golden 1’s Identi...