IT Service Delivery & Help Desk Supervisor

Job DetailsJob Location: Manchester - Manchester, NH 03104IT Service Delivery & Help Desk Specialist In this role, you’ll partner closely with the IT Manager to prioritize and resolve service requests and incidents, manage our IT ticketing/ITSM platform, support employee endpoints, and maintain accurate IT asset records. You’ll be both a hands-on problem solver and a key contributor to making our IT service delivery more consistent, efficient, and measurable. What You’ll Do Own Help Desk Operations Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices. Oversee day-to-day Help Desk operations, including triage, escalation, coverage, and ticket grooming. Respond to employee questions and issues involving IT systems, applications, hardware, and software. Respond to emergencies and system failures and participate in the IT on-call rotation. Manage Our ITSM & Ticketing Platform Serve as the business and technical owner of the Credit Union’s IT ticketing/ITSM system. Configure workflows, queues, categories, and other system components. Continuously improve ticketing processes and service delivery workflows. Create and distribute reports covering ticket volume, SLA compliance, aging, trends, and other key service metrics. Provide Hands-On Technical Support Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software. Provide direct technical support to Credit Union employees. Diagnose and resolve hardware and software issues while delivering a positive employee experience. Own IT Asset Management Maintain accurate, audit-ready IT asset inventory throughout the entire asset lifecycle. Manage asset deployment, tracking, reporting, and disposal. Ensure asset records remain current and support audit and compliance requirements. Document, Improve & Collaborate Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes. Serve as a resource to other IT team members by sharing knowledge, documentation, and guidance. Identify opportunities for improvement and make recommendations to management. Manage position-related projects and contribute to other IT initiatives as assigned. Support the Credit Union’s mission by providing excellent service to both members and employees. Understand and comply with applicable BSA/AML requirements. What We’re Looking For High school diploma plus post-secondary coursework in Information Technology or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support. Working knowledge of ITSM best practices, such as ITIL. Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades. Experience administering an IT ticketing/ITSM platform, including configuration and reporting. Experience with platforms such as ServiceNow, Freshservice, or Jira Service Management is valuable. Experience with IT asset management and inventory reporting. Proficiency with Microsoft Office applications. Ability to manage multiple priorities and projects while working independently. Valid driver's license and ability to travel to off-site locations as needed. Preferred: ITIL Foundation certification The position involves a mix of desk-based and hands-on technical work. You should be comfortable sitting for approximately 50% of the workday, as well as standing, walking, bending, squatting, twisting, reaching, and kneeling. Occasional lifting of up to 50 pounds is required. Credit Union Values Exhibit and reflect the Credit Union's values of: People First Local Focus Always Learning Driven with Purpose Own Our Outcomes