Manager of IT Field Support

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

Jobs in IT Field Support exist to support the internal customer community by providing remote IT technical assistance at various Ent locations. This includes responding promptly and effectively to customer requests and problems and either directly resolving those problems or escalating to the appropriate resource and monitoring its effective resolution. Manages and provides technical direction for members of the IT Field Support team. This includes measurement of performance against established Service Level Agreements, performing ticket analysis and identifying trends/problems, allocating staff to meet business objectives, identifying and implementing improvements in processes, ensuring compliance with policies and procedures, creating and documenting efficient and secure procedures, management of IT assets, procurement of equipment and software, managing vendor relationships, and coordinating team member participation in projects. The Manager of IT Field Support may also perform the same functions as a senior member of the IT Field Support Team by providing hands-on support as needed. The Information Technology department exists to provide exceptional service to our employees and ultimately to our members through high quality/high value technology solutions. We are a trusted partner with each of our business units. We will provide our business units with innovative cost-effective solutions that are accurate, consistent, and timely. We will work together to achieve department objectives. We will be professional in our interactions with our customers (Ent employees) and our members. Finally, we will be concise, courteous, and accurate in our communications. The IT Field Support function is a subset of the Information Technology department that focuses on providing support the internal customer community by providing first line technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving the problems or escalating to the appropriate resource and monitoring its effective resolution.

Essential Functions

• General oversight of the field support function, including: provide technical direction for members of the IT Field Support team, engagement with new site build functions and decommissioning efforts, performance trending and ticket analysis, handling escalated support issues, identifying, and quantifying improvement opportunities, and allocating staff accordingly to meet business objectives.
• Procurement of IT services and equipment.
• Job specific accountabilities based on job description such as meetings, escalated ticket resolution, reporting and trending, etc.
• Research, test and recommend technology solutions. Establish and enforce policies and procedures in line with security and strategic objectives.
• Establish and enforce policies and procedures in line with security and strategic objectives. Budget, purchasing, asset management.
• Staff Development Skills augmentation as appropriate to support Ent initiatives. Mentoring/coaching. Performance reviews. Development of leadership skills. Ensuring/augmenting staff knowledge of credit union operations. Setting goals and objectives for staff.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or equivalent
• 5+ years of experience in a technical helpdesk role to include:
  • 2+ year in a technical lead, management, or supervisory role
  • 5+ years experience with Episys Quest Preferef
  • 3+ years of Financial Institution employment Prefered

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work exper