IT Service Desk Team Lead - Service Desk Engineer III

Apple Federal Credit Union•Fairfax, VA

24d

About The Position

As a Team Lead – Service Desk Engineer III, you will report directly to the Service Desk Director and will work closely with our Service Desk, Infrastructure, Enterprise Application Support, Software Engineering and Cyber Security engineering teams to provide IT support for our internal members and systems. This role provides both hands-on technical support and team leadership. As a Team Lead, you will assist in managing day to day operations of the Service Desk team while serving as a key escalation point for complex technical issues.

Requirements

Minimum 5 years of progressively responsible experience in technical support, engineering, and/or IT project work
Experience in customer service and/or project management in a technical setting.
Experience working within the financial industry.
Familiarity with work and knowledge management solutions such as JIRA and Confluence
BA/BS degree with an emphasis in IT/IS, Computer Science preferred or equivalent combination of experience and relevant certifications.
CompTIA A+, Server+, Network+, certifications preferred.
Familiarity with ITIL and Project Management frameworks preferred
Strong prioritization, problem solving, diagnosis and troubleshooting skills.
Excellent verbal and written communication skills.
Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union.
Ability to work in a team environment, meet deadlines, and take on a high level of responsibility and accountability
Proven experience in participating in multiple projects and ability to work with limited supervision.
Knowledge of banking or credit union products, services, policies, and procedures a plus
Ability to lift a minimum of 25 lbs.
Ability to travel if necessary
Ability to function in a financial institution environment.
Ability to travel if necessary

Nice To Haves

Knowledge of banking or credit union products, services, policies, and procedures a plus
CompTIA A+, Server+, Network+, certifications preferred.
Familiarity with ITIL and Project Management frameworks preferred

Responsibilities

Assist the Service Desk Team Director and Service Desk Manager with team task management, performance feedback, development, and routine performance reviews.
Manage and prioritize the daily activities of the Service Desk team members.
Monitor and maintain the Service Desk ticketing queue to ensure all tickets are assigned and meeting SLA requirements.
Serve as a technical and management escalation point for the Service Desk team.
Perform Incident Manager responsibilities as part of the incident response process.
Support the planning and execution of tactical and strategic technical projects, initiatives, and escalations.
Provide regular updates to teams and management on technical changes, updates, and upgrades.
Evaluate and improve team processes and procedures to optimize productivity through training, coaching, and operational oversight.
Ensure that the team remains aligned with organizational goals and objectives.
Perform weekly audits to ensure exceptional service to internal members.
Assist with leading meetings, including daily and weekly status updates.
Provide mentorship to the Service Desk team allowing for a collaborative work environment.
Promote knowledge sharing and cross-training to develop a flexible and well-rounded team.
Perform other duties as assigned by management
Manage, document, and resolve IT support requests and incidents using the Service Desk ticketing system from a variety of sources such as alerts, email, internal escalations, and the technical support hotline.
Work to escalate, and/or resolve requests, incidents, and problems
Provide routine communication and updates with management, peers, and internal members regarding the status of IT issues and support request tickets
Assist with RCA (Root Cause analysis) and RFOs (Reason for Outage) investigations to contribute to problem solving and continuous improvement
Provision, implement, and support of workstations, network connectivity and workstation applications such as Microsoft Office suite, OneDrive, Teams, Symitar, Synapsys, Synergy and other line of business applications.
Provide technical leadership and mentorship to Service Desk team members.
Proactively identify and analyze incident trends, collaborating with appropriate teams to implement long-term solutions.
Assist with the development, documentation, and refinement of policies, procedures, processes and standard operating procedures (SOPs), particularly related to operations, maintenance, upgrades, and change management.
Assist with IT Service Desk asset management including maintaining inventory levels to meet organizational demand and tracking all assets deployed by the Service Desk
Proactively evaluate and implement documentation including SOPs, processes and procedures to optimize the deployment, administration and support of IT services
Collaborate across IT to support and maintain a zero-trust security architecture, covering endpoints, networks, and servers.
Maintain, document, and improve standard operating procedures (SOPs), processes, and knowledge base resources.
Continuously improve the end-user experience through process enhancements and service improvements.
Ensure system performance and integrity through monitoring, logging, testing, and proactive troubleshooting.
Support the formulation and execution of credit union-wide policies while maintaining compliance with regulatory standards.
Perform other duties as assigned by management