Manager of IT Field Support

: Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Jobs in IT Field Support exist to support the internal customer community by providing remote IT technical assistance at various Ent locations. This includes responding promptly and effectively to customer requests and problems and either directly resolving those problems or escalating to the appropriate resource and monitoring its effective resolution. Manages and provides technical direction for members of the IT Field Support team. This includes measurement of performance against established Service Level Agreements, performing ticket analysis and identifying trends/problems, allocating staff to meet business objectives, identifying and implementing improvements in processes, ensuring compliance with policies and procedures, creating and documenting efficient and secure procedures, management of IT assets, procurement of equipment and software, managing vendor relationships, and coordinating team member participation in projects. The Manager of IT Field Support may also perform the same functions as a senior member of the IT Field Support Team by providing hands-on support as needed. The Information Technology department exists to provide exceptional service to our employees and ultimately to our members through high quality/high value technology solutions. We are a trusted partner with each of our business units. We will provide our business units with innovative cost-effective solutions that are accurate, consistent, and timely. We will work together to achieve department objectives. We will be professional in our interactions with our customers (Ent employees) and our members. Finally, we will be concise, courteous, and accurate in our communications. The IT Field Support function is a subset of the Information Technology department that focuses on providing support the internal customer community by providing first line technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving the problems or escalating to the appropriate resource and monitoring its effective resolution. Essential Functions

• General oversight of the field support function, including: provide technical direction for members of the IT Field Support team, engagement with new site build functions and decommissioning efforts, performance trending and ticket analysis, handling escalated support issues, identifying, and quantifying improvement opportunities, and allocating staff accordingly to meet business objectives.
• Procurement of IT services and equipment.
• Job specific accountabilities based on such as meetings, escalated ticket resolution, reporting and trending, etc.
• Research, test and recommend technology solutions. Establish and enforce policies and procedures in line with security and strategic objectives.
• Establish and enforce policies and procedures in line with security and strategic objectives. Budget, purchasing, asset management.
• Staff Development Skills augmentation as appropriate to support Ent initiatives. Mentoring/coaching. Performance reviews. Development of leadership skills. Ensuring/augmenting staff knowledge of credit union operations. Setting goals and objectives for staff.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or equivalent
• 5+ years of experience in a technical helpdesk role to include:
• 2+ year in a technical lead, management, or supervisory role
• 5+ years experience with Episys Quest Pref
• 3+ years of Financial Institution employment Pref

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience. Technical or Specialized Knowledge/Skills:

• Demonstrated experience in support of PCs, thin-client devices, network devices, LAN/WAN technologies, and peripherals.
• Demonstrated knowledge and support of a wide variety of software applications, including standard desktop packages, as well as n-tier proprietary software architectures, Citrix thin-client, web-based applications, and ancillary functions.
• Demonstrated experience of IT systems/data security - specifically as it relates to system hardening and security processes to minimize exposure to the organization to include a strong understanding of security as it relates to financial institutions or other industries that must comply with federal regulations?.
• Demonstrated excellence in providing superb customer service.
• Excellent analytical skills.
• Strong communication skills (written, verbal, and listening).
• Vendor management skills.
• Price control and budgeting skills.
• Proficiency with network management systems and basic software packages.
• Demonstrated experience in leading others and managing in a technical environment.
• Demonstrated experience in defining support and delivery processes based on industry standards such as ITIL.
• Demonstrated experience in defining policy and procedures which adhere to defined corporate directives and goals.
• Ability to learn and apply new and emerging concepts very quickly.
• Has a strong and broad understanding of Ent's products, services, and basic business processes.
• Understands the business impact of different solutions, and can assess the tradeoffs between business needs, technology requirements and costs.
• Has breadth and depth of knowledge of the IT service support industry.

Certifications Required:

• One or more of the following certifications:
  • Microsoft 365 Certified: Modern Desktop Administrator Associate, Comptia Network + or Comptia Security +, Microsoft Certified Solutions Engineer or a relevant certification approved by the Director IT Employee Services or the ability to obtain within the 1st year of employment. required
• Valid Colorado State driver's license and an acceptable driving record required

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $95,410 to $125,230 per Year (I16) Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity. This position is eligible for our corporate bonus program based on company performance. We anticipate this position to close on 2/16/2024 Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Benefits Summary Sheet - 2024 The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)