IT Service Desk Manager
Amplify Credit Union

Job Info

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Life at Amplify

As a growing, tech-focused credit union, Amplify Credit Union delivers value to our members through our products and impact to our community through our profits. That unique intersection is one reason we've been named a Top Workplace by the Austin American-Statesman four years in a row. We're also proud to say that we're the only full-service financial institution that doesn't have deposit fees of any kind. We're looking for teammates who are inspired by our mission and ready to grow their careers. As they do, our employees can expect Amplify to uphold our commitments to culture, community, inclusion, and more.

About This Role:

The IT Service Desk Manager Ensures the Service Desk provides excellent service levels throughout the credit union and meets or exceeds business goals and standards. Oversees all functions of the Service Desk and manages the performance of both remote and on-site onboarding, troubleshooting, repairs, training, and guidance to end-users with a focus on exceptional customer service and follow-through. This position will work with the Technical Support Analysts and IT leadership to develop and mature Standard Operating Procedures (SOPs), incident documentation, and service level agreement (SLAs) tracking metrics to ensure end-user and internal systems support is maintained at a high level. This position will produce monthly reporting to ensure Service Desk metrics and SLAs are met.

Job Description:

• Reviews Service Desk Analysts' knowledge and usage of Amplify's IT systems, processes, and procedures and makes ongoing recommendations for improvements and training
• Oversees monitoring of the service desk queue and distributes workload as necessary; monitors the call queue to ensure service desk staff are available to respond to calls
• Manages the administration and operation of the enterprise service desk system
• Provides recommendations for new opportunities to improve service through technology; Constantly reviews ticketing system for improvements, existing procedures for changes, and partners with other departments to create efficiencies and improvements to service delivery
• Reviews the day-to-day activities of the Service Desk Analysts to ensure the workload is balanced and credit union expectations are being met; Recommends staffing changes to maintain service levels
• Creates and maintains the On-Call rotation schedule for the service desk and manages time off requests to eliminate scheduling conflicts
• Responsible for the maintenance, availability, and effectiveness of the credit union's PCs and associated peripherals by ensuring timely and accurate responses to requests for service and problem resolution
• Recommends the purchase of hardware as needed to maintain the onboarding process and normal inventory replacement; Maintains inventory for asset management
• Oversees the department's response to the status and completion of service ticket requests via voicemail, e-mail, IM, or in-person communication
• Creates training plans for new Service Desk Analysts on policies, procedures, and service standards; conducts Service Desk Analyst candidate interviews, performance management, and weekly team meetings
• Provides elevated Help Desk support to resolve technical problems for internal members as needed
• Delivers support and service management to desktop operating system software, enterprise office software, and supporting infrastructure applications, including telephony systems and assets
• Participates as a member of the Information Technology Disaster Recovery Team as described in the Information Technology Business Continuity Plan

Required Qualifications:

• Bachelor's degree (B.A.) from an accredited college or university in a related field, plus 2 years of full computer service desk leadership OR 7 years of PC desktop support in a technical-oriented field such as information systems, telecommunications, or computer operations.
• Prior experience managing a team in a service desk environment.
• Experience should include Microsoft Operating Systems, Office 365 (Exchange, Active Directory/Azure, and all associated business applications).
• Basic networking infrastructure knowledge in the Cisco environment and cloud-based enterprise systems.
• Experience with end-user customer IT support (remote and in-person) and IT support teams.
• Must be available to participate in on-call after-hours support rotation, have reliable transportation, and be able to work flexible hours when necessary.

Nice to Have, But Not Required:

• At least one certification from the following list: Microsoft Technology and Microsoft 365 certifications. ITIL Foundation, CompTIA A+, Network+, Security+, or equivalent.
• Experience in administration, operation, and reporting of enterprise ITSM systems.
• Experience with enterprise imaging systems such as KACE 2000, Ghost, SCCM, etc.
• Experience in financial institution environments and application systems, including core processing systems, online banking systems, loan origination systems, instant issue (Card Wizard), etc.

Benefits & Other Information

What We Offer

To build a better bank, you must build a better team. We want your time at Amplify to be a jumping-off point for personal and professional success. This means offering growth opportunities - including paid volunteer hours and development programs - that will engage you with the community and help you advance your career:

• Customized volunteer opportunities with our signature partners (Saint Louise House, Caritas of Austin, and the American Red Cross).
• Additional paid time off for volunteer-related activities.
• Undergraduate and graduate tuition benefits for eligible full-time and part-time team members.

Pay & Benefits

The salary range for this position is $90,000.00 - $120,000.00, depending on experience. It also entails the benefits available to all Amplify employees, including a 401(k) with a company match of 100% on the first 5% you contribute.

Location

This is a hybrid role for candidates who live in the Austin Metropolitan area. The role will require the individual to work out of our Parmer office, located on West Parmer Lane, two times a week.

Read about some of your potential coworkers and why they enjoy working at Amplify. Or check us out on Comparably.

Amplify is an Equal Employment Opportunity Employer, seeking people from all backgrounds, life experiences, and world views.

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