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IT Assistant Manager

Credit Union West
Glendale, AZ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the tenth year in a row (2013-2022)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high competitive wages, Credit Union West also offers the following:

  • Full-time employees receive 100% paid health, dental & vision insurance
  • Earn incentives up to 15%, depending on position
  • 401K plan with employer matching funds up to 5%
  • Tuition reimbursement
  • Gym membership reimbursement
  • Paid time off for holidays, vacation, and sick days
  • Diverse and inclusive workplace
  • Credit Union West membership and discounts

Be part of our award-winning team!


POSITION SUMMARY

Enhances the quality of life for our members/team members by meeting or exceeding their service expectations. Leads motivates and gives direction to the Information Technology team. Responsible for the overall performance, availability, and maintenance of all networks, infrastructure, and service desk. Directs and coordinates activities of assigned staff to efficiently resolve end-user issues, identify appropriate solutions, and standardize protocols for consistent solutions. Actively participates in the IT department’s strategic technology plan. Responsible for hardware, software, and equipment purchases, tracking, and maintenance. Continually monitors technical and processing priorities and methods. Responsible for the development and implementation of ServiceDesk and Network Administration policies and procedures, to include system checkpoints and metrics for successful ticket resolution, system uptime and notification of potential issues. Actively manage and propose innovative technology projects to increase the efficiency of processes and employees while supporting the development of new products and services within the organization. Manages Service Desk and Network Administration projects and budgets within defined parameters and defines innovative use of technology to meet Credit Union West targets and goals.

Essential Functions & Additional Responsibilities

25% Service Desk Management – Triage and assign incoming support tickets. Assure member service expectations are met. Ensure service desk employees are appropriately scheduled to ensure optimal service levels. Analyze service desk metrics and data to identify potential trends. Ensure SLAs are tracked, communicated to the team, and reported up to management. Contributes to the development and ongoing maintenance to service desk processes and procedures to include the knowledge base.

20% Effectively Manage Technology Solutions – Analyze technology needs, identify vulnerabilities, and boost productivity, efficiency, and accuracy. Continuously analyze the current processes, technologies, and vendors to identify areas of improvement within the Service Desk. Responsible for the ongoing development, planning, technical support, organization, and implementation of all Information Technology-related services, systems, applications, and infrastructure.

20% Leading Talent- Hires, trains, directs, and evaluates employee performance and behaviors to serve the member experience. Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.

15% Technology and Asset Management – Ensure all incoming and outgoing assets are appropriately tagged and tracked. Work with business units to ensure appropriate and effective technology is deployed. Oversees the patch management process for workstations and laptops. Works with management to identify and recommend technology needs.

15% Network and System Management – Triage and assign incoming network and system tickets. Assure Network and System Administration employees are appropriately scheduled to ensure optimal service levels. Analyze network metrics and data to identify potential trends and suggest proactive improvements in processes. Ensure SLAs are tracked, communicated to the team, and reported to management. Contributes to ongoing maintenance of network processes and procedures including knowledgebase. Serves as the main point of contact for outsourced network operations services.

5% Performs other duties as assigned.

QUALIFICATIONS


EDUCATION/CERTIFICATION:

Equivalent to a college degree and a professional certificate or a graduate degree.


REQUIRED KNOWLEDGE:

  • Working knowledge of Microsoft Windows and Microsoft 365, Active Directory, KACE, and Help Desk applications.
  • Thorough understanding of group policy, virtual environments, VPNs, computer hardware and software, data processing systems.
  • Knowledge of technical systems, help desk ticketing systems, patch management, device deployment, process improvement, and inventory management.


EXPERIENCE REQUIRED:

Three more years of similar or related experience or education.


SKILLS/ABILITIES:

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.

Work involves extensive personal contact with others and is usually of a personal or sensitive nature.

Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.



Credit Union West

Address

Glendale, AZ
85307 USA

Industry

Technology

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