Information Technology - IT Support Manager - Full Time - Remote (AK, CA)

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!


Under general direction of the VP Network Infrastructure and Data Security, this role provides leadership in the form of project and department management by providing direction, training, and support with a high level of customer support. Provide general applications support and training to end-users. This includes telephone, desk-side, and walk-around support, as well as formal, informal, and one-on-one training. Ensure that proper staffing levels are in place to support the needs of the Credit Union. This role is responsible for understanding and obtaining the IT needs for the credit union’s business departments. The IT Support Manager will make recommendations that align with the credit union’s vision, and ensures those technologies are implemented, and staff is developed appropriately. By leading the IT Operations functional area, the IT Support Manager will manage internal development projects. The IT Support Manager also ensures that the IT Operations staff is meeting responsibilities, deadlines and properly serving internal customers.

Responsibilities:
• Supervise, coordinate and prioritize the activities of the IT Support staff.
• Ensure proper documentation is composed for work by the IT Support staff.
• Perform administrative support for IT Support staff including timesheets, overtime management, vacation requests and performance management.
• Oversees IT Support tracking system, assuring problem management resolution meets service level expectations.
• Ensure IT Support calls and e-mails are handled in a timely manner.
• Produce tracking reports for department managers addressing IT resources that have been allocated to each department.
• Provide feedback and coaching to department staff in the performance of their duties and assist them, where possible, in handling more difficult questions and issues.
• Work with other departments and management to ensure IT Support related items are proactively identified and controlled.
• Develop, train, cross-train and retain high quality personnel as it relates to each function within the IT department.
• Supervise IT Support personnel in a manner that maximizes individual job performance.
• Ensure proper staffing levels are available to meet the needs of the credit union.
• Setting an example for subordinates and credit union staff through conduct and professional demeanor during office times and at other credit union related functions.
• Maintain a positive and pleasant work environment for staff resulting in a low turn-over rate.
• Oversee inventory of workstation hardware and software including computers, laptops, printers, scanners, fax machines, mobile devices and software licensing. Work with Management to identify equipment that is outdated, fully depreciated, and in need of replacement. Work with Procurement Department to review IT related purchase requests and to identify equipment needs and costs. Assist in the annual budgeting process of identify equipment to be replaced each fiscal year.
• Ensure Microsoft Desktop OS and Office licensing is adequate.
• Be a contributing member of various project teams with the possibility of multiple team projects overlapping.
• Manager your time and productivity to ensure projects stay on task in time, cost, and scope.
• Effectively work with project manager and stakeholders, maintaining communications.
• Treats all co-workers and members with respect.
• Support and participate in continuous improvement activities.
• Representing the Credit Union in a positive and professional manner.
• Maintains member and other sensitive information with confidentiality.
• Other related duties as assigned.

Minimum Qualifications:
• Experience producing reports & documenting technical procedures
• 3 to 5 years IT experience
• 1 to 3 years supervisory or managerial experience in IT
• Experience obtaining business requirements to develop user reports
• Ability to analyze data for trending or projection purposes
• Knowledge of information systems, operations processing, systems implementations, application development and project management methodologies and techniques.
• Excellent communications and interpersonal skills, and ability to work effectively with all organizational levels.
• Able to work on multiple projects/priorities in a deadline-driven environment and adapt quickly to change.
• Demonstrated ability to maintain a member service focus and attitude at all times.
• A wide degree of creativity and latitude is expected.
• Practical experience in lieu of certification.

Preferred Qualifications:
• 5+ years supervising within IT.
• 3 to 5 years financial services industry experience a financial institution.
• Familiarity with financial institution core applications.
• Knowledge of TCP/IP networking, Microsoft Active Directory and other Microsoft technologies.
• Understanding querying methods and structures
• 3+ years of customer service and/or technical support experience, preferably in a help desk/call center environment.
• Strong computer hardware and software experience.
• A+, Network+, MCP, ITIL or equivalent industry experience.
• Project Management Certification.
• Bachelor’s Degree or related experience in Computer Sciences, Information Technology, Analytics or relevant field.

Education: High School or Equivalent

Website: nuvisionfederal.com/careers

Pay scale by applicable geographic location:
• Alaska: Min $89,119.24 - Mid $111,399.05 - Max $133,678.86
• Southern California: Min $85,845.47 - Mid $107,306.84 - Max $128,768.20
The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of applicable experience within the job, the type of years and applicable experience within the industry, job related training/education, etc.

California Employee Privacy Notice:
https://nuvisionfederal.com/disclosures/ccpa/

Benefits:
• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement

Originally posted on Himalayas

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