Help Desk Supervisor
Kitsap Credit Union

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

About the Role

Kitsap Credit Union is hiring a full-time salaried Help Desk Supervisor to work hybrid out of our harborside corporate office in beautiful Bremerton, WA. This position is responsible for overseeing the daily operations of the Help Desk team, ensuring efficient and effective technical support to all end users. This role involves managing a team of support technicians, resolving escalated issues, optimizing workflows, and maintaining high service standards. The position oversees staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The position will also contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary.

Quick Facts

Reports to: VP, Information Technology

Employment Type: Full-time, salaried, exempt, hybrid

Salary Range: $65,136 - $78,000 depending on experience

Working Hours: Monday - Friday 8AM - 5PM

Bonus Target: 8% potential incentive of base pay

Grade: 10BC

Industry: Banking

What you will do

• Supervise, train, and mentor a team of help desk technicians.
• Set clear objectives, provide guidance, and expectations for daily work on-call rotation.
• Handle escalated issues and complex problem resolution.
• Ensure timely and accurate resolution of technical problems.
• Develop and implement efficient help desk policies, procedures, and best practices.
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Optimize processes to enhance team productivity and service quality.
• Address customer concerns and inquiries professionally.
• Maintain accurate records of support activities, trends, and resolutions.
• Generate reports on help desk performance metrics and KPIs.
• Assess ticketing system configurations for improvements based on trends and feedback.
• Oversee development and communication of help sheets, usage guides and FAQs for end-users.
• Prepare budget proposals and operational expenditure statements.
• Ensure appropriate training initiatives for new and existing employees.
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• Plan and conduct performance appraisals of Help Desk employees, administer disciplinary action, raises, bonuses and promotions when necessary.

Basic Qualifications

• Associate's degree in Information Technology, Computer Science, or related field.
• Five years' experience in a help desk or technical support role.
• Strong knowledge of help desk software, ticketing systems, and remote support tools.
• Excellent analytical problem-solving and communication skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to motivate and direct staff members and subordinates.
• ITILv4 certification or ability to obtain within six months.
• Good written, oral, and interpersonal communication skills.

Preferred Qualifications

• Bachelor's degree in computer science or related field.
• Five or more years' experience supervising others in an IT environment.
• CompTIA certification.

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family's lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org)

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Paid Care.com membership

We believe in the power of belonging - it's in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can't happen without great employees. If this is the kind of organization, you're looking for.

****** Employment is contingent upon satisfactory credit, background, and reference checks. Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ******

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