Service Desk Supervisor

Employer
Pentagon Federal Credit Union
Location
Chantilly, VA
Posted
Jun 20, 2017
Closes
Jun 21, 2017
Hours
Full Time
Service Desk Supervisor City Chantilly State/Territory Virginia Added to system 6/7/17 4:15 PM Apply Now Summary 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: 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 Comply with Incident Management, Severity 1 escalation procedures/ reporting practices and policies related to managing access to PenFed systems and resources. Troubleshoot complex IT problems for customer's on various software applications, hardware systems and provide desktop application support. Record all information associated with incidents, problems and/or requests in the Service Desk ticketing system in an accurate and timely manner. Develop and maintain a high level of familiarity with PenFed systems and services in order to accurately document incidents, provide support, and escalate appropriately. Works closely with business and IT customers to establish procedures for managing PenFed systems access and troubleshoot/resolve system access issues. Ensure Service Desk team documentation is properly maintained Works closely with business and IT customers to establish procedures for managing PenFed systems access and troubleshoot/resolve system access issues.Support internal and external personnel with security, audit, and compliance reviews Requires ability to work "off hours" to implement solutions in order to limit impact/exposure to customers and being "on-call" as assigned 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 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - It is incumbent upon all employees to maintain current knowledge of and take personal action to ensure compliance with all applicable federal, state and local laws, regulations and ordinances as well as PenFed policies, procedures, rules and regulations applicable to incumbent's professional duties, responsibilities and obligations. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Education and Experience Equivalent combination of education and experience is considered. 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 Supervisory Responsibility This position will supervise other employees Licenses and Certifications ITIL Foundations, V3, Comp TIA Fundamentals, HDI CSR certifications are preferred. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.