IT Helpdesk Supervisor

Reports to the IT Support Services Manager. Supervises assigned Helpdesk CSR personnel. Manages the helpdesk operations day-to-day. Provides technical and management skills to ensure proper service for internal customers. Ensures a high level of customer experience is provided. Plays a lead role in employee training and development as well as process improvements for the helpdesk. Ensures SLAs are met, and tracks helpdesk performance using Key Performance Indicators as assigned by IT Management. Acts as an escalation point for the Helpdesk. ACCOUNTABILITIES:

• Manages assigned PC Support personnel by:

• Implement staffing and scheduling models to ensure guaranteed coverage to the bank.
• Making or approving decisions for subordinates regarding employment, performance ratings, promotions, salary recommendations, transfers and terminations.
• Resolving general personnel problems.
• Guiding and advising subordinates in the more complex phases of work.
• Assisting in budgeting and operating within the established cost controls.
• Coordinating the activities of the department with other departments of the bank.
• Ensures proper change control procedures are followed by subordinates. Bangor Savings Bank PC Support Supervisor.

• Provides an adequate and responsive level of technical support to the planning, systems development, and deployment of PC and desktop application technology.
• Functions as lead role in assigned strategic technology projects. Works in conjunction with Project Mangers (within IST and other departments as needed) and IST management on strategic projects to develop appropriate technical requirements that conform to Bank technology standards and project methodology.
• Supervises assigned IST personnel on strategic projects for the duration of the project to ensure project is completed within expected timeframes and quality standards.
• Analyze help desk activity and make recommendations for increased organizational efficiency and effectiveness.
• Develop and implement robust processes to ensure that a high quality service is provided to our customers
• Implement methodologies to improve first call resolution.
• Develop and implement an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies -

• Leadership - Motivates and encourages others; delegates routine and important tasks and decisions, shares information, creates an inclusive environment, recognizes success
• Managing for Results - keeps team accountable for actions, provides resources and support, applies clear and consistent performance standards
• Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
• Initiative - Takes independent action, operates as a pro-active self starter, acts on opportunities, practices self development
• Integrity/Ethics - Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
• Interpersonal Skills - Has good listening skills,
• Coaching Skills - Can provide strong skills coaching feedback to direct reports through regularly scheduled observations.
• Vision/Values - Supports company mission/values through daily actions and decisions, communicates the Bank's vision, mission and values to others, incorporates vision when planning

• Four- year college degree or equivalent experience required.
• Minimum of four years supervisory experience required.
• Advanced, documented computer training required - college, business or military.
• Thorough knowledge of helpdesk operations to include a good knowledge of IT.
• Experience with Intel-based systems - including Windows Server and Linux preferred.
• Experience installing, tuning, patching, and securing desktop operating systems required.
• Project management training or experience desired.
• Local area network design, configuration, management and implementation experience required.
• Ability to troubleshoot, diagnose and repair computer problems.
• Experience with the administration of helpdesk ticketing systems preferred.
• Highly developed PC software skills required.
• Ability to solve complex computer systems problems required.
• Excellent communication skills, both written and oral, required.

Physical Demands/Conditions Requirements:

• General office environment.
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.