Helpdesk Manager

Mission:

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of "better together".
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk.

General Summary

The Helpdesk Manager is the linchpin of our customer support operation, ensuring seamless issue resolution, timely communication, and unparalleled customer satisfaction. As a leader of our technical support team, you'll empower engineers to deliver top-notch service, while fostering a culture of continuous improvement, collaboration, and open communication. As a seasoned leader of customer communication, you'll facilitate transparent follow-up, proactive updates, and personalized support experiences that delight our users. Your team will thrive under your guidance, and together, you'll develop innovative solutions to complex problems, implement efficient workflows, and consistently exceed service level agreements.

The Helpdesk team itself plays a vital role in delivering exceptional customer experience, serving as the frontline ambassadors for our technology organization. We're a tight-knit group that thrives on teamwork, creative problem-solving, and a passion for making things right. As part of this team, you'll be responsible for shaping our support strategy, driving process improvements, and ensuring that every customer interaction is a positive one. Our goal is to create a support experience that's not just responsive, but proactive, personalized, and empathetic - and we're looking for a leader who shares our enthusiasm for raising the bar in IT customer support.

Major Duties & Responsibilities

1. Recruit, lead, mentor, and motivate a team of technicians, conducting regular performance reviews, coaching, and leading the development of training plans.
2. Oversee the daily operations of the helpdesk, ensuring timely and effective resolution of incidents and requests.
3. Monitor and manage help desk performance, track and report key performance indicators (KPIs), and ensure service level agreements (SLAs) are met.
4. Manage customer expectations and maintain a high level of professionalism in all communications.
5. Leverage systems to manage schedules and workload distribution to ensure adequate workload and response.
6. Manage the helpdesk ticketing system and ensure proper documentation of all issues.
7. Work to ensure the maintenance of helpdesk procedures, knowledge base articles, and FAQs.
8. Handle escalated issues with vendors and engineering staff to provide advanced incident management support and communication to internal customers and their leadership.
9. Generate regular reports on help desk performance, identify trends and challenges in support requests and develop strategies to proactively address common issues.
10. Implement process improvements to enhance the efficiency and effectiveness of the helpdesk.
11. Develop and implement customer satisfaction initiatives.
12. Collaborate with other teams to resolve complex issues, align on support needs and priorities, and improve overall IT service delivery.
13. Communicate effectively with users, IT staff, and management regarding technical issues and support needs.
14. Serve as a point of contact for vendor management related to helpdesk tools and services.
15. Full-time position with a hybrid or in-office work setup.
16. Occasional after-hours or weekend support may be required
17. Most importantly: Promote a culture of open access, fast failures, transparency, and continuous improvement.

Education: Bachelor's degree or 3+ years equivalent experience managing a service-oriented call center environment.

Experience: At least 5+ years of call center experience in a fast-paced customer support environment. IT Helpdesk experience a plus.

Skills: Experience with core banking systems, call resolution, handling credit card and check printing, and de-escalation experience required.

Help Desk Management certified preferred or within one year.

Excellent problem-solving and analytical skills.

A commitment to delivering high-quality service and support

Excellent communication, interpersonal, and customer service and member solution skills.

Experience with helpdesk ticketing systems (Jira Service Management) a plus.

Financial background a plus.

Ability to handle multiple priorities and manage team performance effectively.

Communication: Must have superior interpersonal skills and be comfortable engaging with people from a wide variety of roles, cultures, and economic backgrounds.

Supervisory: Minimum of 3+ years required managerial experience leading people and understanding the business criticality which impacts members.

Time in Service: None Required

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.