Helpdesk Supervisor

Full-time

Description

Status: Exempt

Location: Sodus, New York Disclaimer: Reliant headquarters are located at 10 Benton Place, Sodus, New York. The position will allow for some remote work flexibility; however, an in-person presence at our headquarters is expected.

Schedule: Monday - Friday. Must be flexible to meet current and future business needs.

General Summary:

Reliant Credit union, ranked one of Rochester's top mid-sized workplaces eight years in a row, seeks an IT Helpdesk Supervisor to join our team.

The IT Help Desk Supervisor is responsible for overseeing the help desk's daily operations and ensuring efficient and effective resolution of technical issues across the credit union. Interfaces with employees across all levels, sets outstanding employee service expectations, timely communication, root-cause analysis, performance and process improvement and performance monitoring and reporting.

As an IT Helpdesk Supervisor at Reliant, you will:

Supervises help desk support staff’s daily activities ensuring timely and professional delivery of technical support to staff.

Develops regular reports on help desk metrics, ensures that service levels are met, identifies trends and makes recommendations for service improvements

Monitors ticket queues and escalates critical issues to appropriate teams or management.

Provides advanced technical support for end-user systems, including hardware, software, and peripherals.

Acts as an escalation point for complex or high-priority issues, resolving them promptly.

Reliant's benefits package includes:

401k retirement plan with up to 7% match

Paid time off including vacation, sick, federal holidays and your birthday!

Affordable Insurances (medical, dental, vision, life) for as little as $5 a month

Branded Apparel - to truly make you feel part of the team

And much more!

Requirements

Bachelor’s degree in computer science or related field. Equivalent experience will be considered.

Minimum of 3 years of experience in IT support, with at least 2 years in a leadership or supervisory role.

Minimum four years’ experience implementing, maintaining, and supporting end user operating systems and applications

Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus.

Fundamental understanding of network and security principles as related to systems infrastructure.

Emerging technologies and trends in desktop support and help desk management

Strong troubleshooting and analytical skills to diagnose, test, and resolve complex technical problems, in both an onsite and remote capacity.

Physical Requirements:

Use of keyboard, monitor, telephone, and other standard office equipment.

Communicate effectively in person and via telephone, video conferencing, email, and written documents.

Access document equipment and files above and below waist levels.

Sit and/or stand for extended periods of time.

Candidates considered for hire are subject to credit and other employment reference checks.

Reliant Community Federal Credit Union is proud to be an Equal Opportunity Employer, AA Disability/Veteran. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at or email at

Salary Description

$55,000 - $70,000