Service Desk Supervisor
6 days left
- Full Time
The primary purpose of this job is to provide excellent service and support to IT customers who consume a broad range of IT service offerings and mentor the team in doing the same. The supervisor is also responsible to help ensure the team adheres to established incident escalation procedures and that analysts properly perform system access administration functions to protect PenFed data in internal and external systems used by the credit union. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Provide general oversight and training for Service Desk staff on daily activities. Help ensure staff members adhere to procedures and makes recommendation for improvement. Mentor staff and provide input into performance evaluations.
Works with the team to ensure SLOs are met and escalated problems are quickly and properly addressed.
Controls access to PenFed data by adhering to established procedures while creating and administering security access for numerous PenFed systems utilizing access control software including:
- Continuous skills and knowledge enhancement in a dynamic technical environment is required Support a culture of continuous improvement This is not intended to be an all-inclusive list of duties
Active Directory /LDAP open systems access controls
Mainframe access controls - RACF & VM/LDAP
All application level access controls
All external 3rd party systems
Authentication software(Two factor authentication)
Privileged access management/control systems and password vaults
Bachelor’s degree in a related field is preferred
Minimum of five (5) years IT customer service or access provisioning experience preferred
Minimum of one (1) year supervisory experience and demonstrated ability to lead other team members to provide high levels of customer service and resolution in a service desk environment is preferred
Ability to effectively communicate with customers at various levels in the the organization required
Experience with RACF administration. Experience with mainframe tools such as TSO, ISPF text editor as required for executing and analyzing mainframe access administration processes
Basic knowledge of TCP/IP and Lan switches
This position will supervise other employees
- ITIL Foundations, V3, Comp TIA Fundamentals, HDI CSR certifications are preferred.