Information Technology - IT Support Manager - Full Time - Remote (AK, CA)

Under general direction of the VP Network Infrastructure and Data Security, this role provides leadership in the form of project and department management by providing direction, training, and support with a high level of customer support.

  Provide general applications support and training to end-users.  This includes telephone, desk-side, and walk-around support, as well as formal, informal, and one-on-one training.  Ensure that proper staffing levels are in place to support the needs of the Credit Union.  This role is responsible for understanding and obtaining the IT needs for the credit union’s business departments.  The IT Support Manager will make recommendations that align with the credit union’s vision, and ensures those technologies are implemented, and staff is developed appropriately.  By leading the IT Operations functional area, the IT Support Manager will manage internal development projects.

The IT Support Manager also ensures that the IT Operations staff is meeting responsibilities, deadlines and properly serving internal customers. 

Responsibilities: 


* Supervise, coordinate and prioritize the activities of the IT Support staff. 


* Ensure proper documentation is composed for work by the IT Support staff. 


* Perform administrative support for IT Support staff including timesheets, overtime management, vacation requests and performance management.


* Oversees IT Support tracking system, assuring problem management resolution meets service level expectations.


* Ensure IT Support calls and e-mails are handled in a timely manner.

  


* Produce tracking reports for department managers addressing IT resources that have been allocated to each department.


* Provide feedback and coaching to department staff in the performance of their duties and assist them, where possible, in handling more difficult questions and issues. 


* Work with other departments and management to ensure IT Support related items are proactively identified and controlled.


* Develop, train, cross-train and retain high quality personnel as it relates to each function within the IT department. 


* Supervise IT Support personnel in a manner that maximizes individual job performance. 


* Ensure proper staffing levels are available to meet the needs of the credit union. 


* Setting an example for subordinates and credit union staff through conduct and professional demeanor during office times and at other credit union related functions. 


* Maintain a positive and pleasant work environment for staff resulting in a low turn-over rate. 


* Oversee inventory of workstation hardware and software including computers, laptops, printers, scanners, fax machines, mobile devices and software licensing.  Work with Management to identify equipment that is outdated, fully depreciated, and in need of replacement.  Work with Procurement Department to review IT related purchase requests and to iden...