PenFed Credit Union Supervisor, Service Desk in Papillion, Nebraska

Supervisor, Service Desk

City Papillion

State/Territory Nebraska

Last updated 5/10/18 12:47 PM

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Supervisor, Service Desk

Summary

PenFed is hiring an Supervisor, Service Desk in our Papillion Service Center in Papillion, NE. The primary purpose of this job is to provide excellent service and support to IT customers who consume a broad range of IT service offerings and mentor the team in doing the same. The Supervisor is responsible to help ensure the team adheres to established incident escalation procedures. In addition, this position will supervise Service Desk Analysts by properly performing system access administration functions to protect PenFed data in internal and external systems used.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned .

  • Provide general oversight and training for Service Desk staff on daily activities. Help ensure staff members adhere to procedures and makes recommendation for improvement. Mentor staff and provide input into performance evaluations.

  • Work with the team to ensure SLOs are met and escalated problems are quickly and properly addressed.

  • Control access to PenFed data by adhering to established procedures while creating and administering security access for numerous PenFed systems utilizing access control software including:

  • Active Directory /LDAP open systems access controls

  • All application level access controls

  • All external 3rd party systems

  • Authentication software(Two factor authentication)

  • Privileged access management/control systems and password vaults

  • Comply with Incident Management, Severity 1 escalation procedures/ reporting practices and policies related to managing access to PenFed systems and resources.

  • Troubleshoot complex IT problems for customers on various software applications, hardware systems and provide desktop application support.

  • Record all information associated with incidents, problems and/or requests in the Service Desk ticketing system in an accurate and timely manner.

  • Develop and maintain a high level of familiarity with PenFed systems and services in order to accurately document incidents, provide support, and escalate appropriately.

  • Work closely with business and IT customers to establish procedures for managing PenFed systems access and troubleshoot/resolve system access issues.

  • Ensure Service Desk team documentation is properly maintained.

  • Work closely with business and IT customers to establish procedures for managing PenFed systems access and troubleshoot/resolve system access issues. Support internal and external personnel with security, audit, and compliance reviews.

  • Require ability to work “off hours” to implement solutions in order to limit impact/exposure to customers and being “on-call” as assigned.

  • Continuous skills and knowledge enhancement in a dynamic technical environment is required.

  • Support a culture of continuous improvement.

  • This is not intended to be an all-inclusive list of duties.

Education and Experience

Equivalent combination of education and experience is considered.

  • Bachelor’s degree in a related field is preferred.

  • Minimum of five (5) years’ IT customer service or access provisioning experience preferred

  • Minimum of one (1) year supervisory experience and demonstrated ability to lead other team members to provide high levels of customer service and resolution in a service desk environment is preferred

  • Ability to effectively communicate with customers at various levels in the organization required

  • Basic knowledge of TCP/IP and Lan switches

Supervisory Responsibility

This position will directly supervise employees.

Licenses and Certifications

ITIL Foundations, V3, Comp TIA Fundamentals, HDI CSR certifications are preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

  • Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Limited travel to various worksites is possible.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at571-289-4710.

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply

for a job or perform the essential functions of a job unless doing so causes a direct threat to these

individuals or others in the workplace and the threat cannot be eliminated by reasonable

accommodation or if the accommodation creates an undue hardship to PenFed. Contact human

resources (HR) with any questions or requests for accommodation at 703-838-1568.