Job Description
Job DescriptionAbout MCU:
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
Overview: The Help Desk Supervisor is a leadership role responsible for overseeing the daily operations of the IT Help Desk team. This position ensures timely and effective technical support for end-users, maintains high service standards, and drives continuous improvement in support processes. The supervisor will manage staff, monitor performance, and serve as a key liaison between the IT Help Desk and other departments.
Responsibilities
- Lead and supervise the Help Desk team, including scheduling, training, and performance management.
- Ensure timely resolution of technical support requests via phone, email, and ticketing system.
- Monitor ticket queues and prioritize issues based on urgency and impact.
- Develop and enforce Help Desk procedures, standards, and documentation practices.
- Provide hands-on technical support and escalation for complex issues.
- Collaborate with IT leadership to identify trends and implement process improvements.
- Maintain inventory of support equipment and software licenses.
- Coordinate with vendors and third-party support providers as needed.
- Track and report on Help Desk metrics, including response times, resolution rates, and customer satisfaction.
- Support onboarding and offboarding processes for IT equipment and access.
- Ensure compliance with IT policies and security protocols.
- Foster a customer-focused culture and promote continuous learning within the team.
Requirements
- Proven experience in IT support or Help Desk operations.
- Strong technical knowledge of desktop systems, mobile devices, operating systems (Windows), and common enterprise applications.
- Familiarity with ITSM tools and ticketing systems.
- Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with performance metrics and reporting.
- Knowledge of ITIL or similar service management frameworks is a plus.
- Relevant certifications (e.g., CompTIA A+, HDI-SCM, ITIL Foundation) are a plus.
Why you'll be a good fit:
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following
Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results.
What we can offer you:
Competitive compensation, medical and dental benefits.
401K with employer match
Flexible paid time off
Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.