Helpdesk Supervisor

Overview: The mission of Listerhill Credit Union is to be a financial cooperative focused on improving the lives, including financial health, in the community. In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused. We serve multiple counties throughout northwest Alabama and south-central Tennessee with a full line of financial solutions. We aspire to reach the highest standards for our core values: Innovation, Excellence, Passion, Integrity, and Community.   

The Role: Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU’s vision: “to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place”. As the Helpdesk Supervisor, you will oversee daily help desk operations while providing leadership, coaching, and support to the Help Desk employees. This role owns the ticketing system and is responsible for ensuring support requests are routed appropriately, prioritized effectively, and resolved in a timely manner. The Helpdesk Supervisor maintains accurate hardware and software inventory, establishes consistent PC Workstation standards and procedures, and serves as a key liaison between the help desk , network, and systems teams. Through cross-training with the Network team, this position helps strengthen technical support coverage and collaborates on key help desk projects, including hardware replacement initiatives, IT projects, and technology support for new branch builds.  

What you will do:

• Oversee daily help desk operations and provide leadership, coaching, and support to help desk employees.
• Own and administer the ticketing system.
• Maintain and manage hardware inventory and software licenses. 
• Establish, maintain, and support consistent PC workstation standards and procedures. This includes PC imaging, configuration, and software/hardware installation.
• Serve as a liaison between the help desk, network, and systems teams to support communication, coordination, and issue resolution.
• Cross-train with the network team to strengthen technical knowledge and support coverage.
• Ensure help desk tickets or other service requests are routed appropriately, prioritized effectively, and resolved in a timely manner.
• Manage help desk projects, including hardware replacement initiatives, equipment replacement projects, and technology support for new branch builds.
• Plan and organize technology needs for projects as directed by the VP of Network Administration, including coordinating resources, timelines, and support requirements.
• Administer mobile device management processes, including setup, maintenance, troubleshooting, and ensuring devices are managed in accordance with organizational standards.
• Assist in training credit union staff on IT processes and applications as deemed necessary by the VP of Network Administration
• Perform other duties as assigned 

Qualifications:

• Five or more years of experience in a help desk setting; management experience preferred
• Bachelor’s degree in related field; equivalent experience in a network environment with TCP or an advanced network environment may be used in lieu of degree
• Must have an advanced understanding of networking and PC issues, with hands-on experience in the field
• Must be detail-oriented, organized and have good follow-up skills
• Qualifications for this job will include personality traits such as strong analytical and critical reasoning skills along with the ability to problem solve as measured by validated testing
• Be able to communicate appropriately with all levels of the organization
• Strong communication skills
• Commitment to LCU’s Mission Statement and Core Values
• Must successfully complete appropriate LCU assessments

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.