Helpdesk Manager

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more!

Thank you for your interest in joining the Nusenda team!

We are currently seeking Helpdesk Manager to Join our organization. As the Helpdesk Manager, you will direct and oversee the day-to-day and development of the Nusenda Helpdesk department. You will be responsible for ensuring swift resolution of complex problems, ensuring activities adhere to specific procedures, while analyzing Helpdesk activity and data to determine trends and root causes in order to propose fixes and enhancements to reduce employee technical issues. Additional responsibilities include recommendations or document updates as needed and responsibility for leading team members through daily monitoring, coaching and development while acting as the internal customer service champion in the Information Systems department.

To thrive in this role, you should have five to eight years of similar or related experience and a Bachelor's Degree in IT, Computers Science, or Business. This position is one part leading teams that provide technical support and one part oversight of systems, tracking, and service delivery. This might be the role for you if you enjoy work requiring performance management and knowledge of modern Microsoft and Apple PC operating systems.

Key Skills and Experience:

Oversees, coordinates and assists in the daily activity of team members to include assignment of duties and special projects, monitoring workload and productivity, planning and prioritization, incoming requests and problem resolution.

Hires, trains, directs, develops and evaluates employee performance within the department; recommends promotions/transfers and salary adjustments.

Adheres to organizational performance management standards including best practice leadership models and conducting routine individual and team meetings.

Responsible for managing the helpdesk activities to include, problem resolution/troubleshooting/prevention, inquiries, and communications while maintaining strong service levels to internal customers.

Review and track statistics in ticket tracking system to maintain a high level of customer support and identify where improvements can be made to improve efficiency and customer service throughout the organization.

Work closely with fellow IT/IS employees to collaborate on system improvements.

Responsible for the creation and communication of documented and repeatable processes and procedures for governing all helpdesk operations.

Maintain hardware and spare parts inventory

Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.