Supervisor - IT Support

TITLE: Supervisor - IT Support
STATUS: Exempt
REPORTS TO: Manager - IT Support
DEPARTMENT: IT - Support
PAY GRADE: 19S
JOB CODE: 10096
PAY RANGE: $92,800.00 - $98,000.00 Annually

LOCATION: Hybrid in Sacramento, CA


GENERAL DESCRIPTION

The Supervisor, IT Support is responsible for overseeing a team of Help Desk Coordinators, Desktop Technicians, and IAM Analysts/Specialists who support and administer the Credit Union’s core technological needs. The Supervisor, IT Support is responsible for ensuring an outstanding level of service by providing direct and indirect support to all employees, and supervising and managing the technical support staff. Responsible for leading the IT Support team, engaging in active planning, and supporting the team to be flexible and adaptable in the changing needs of the organization. The incumbent responds to queries, runs diagnostics programs, isolates problems, provides reports and determines and implements solutions. The incumbent is also responsible for advanced technical support to all employees, Supervisory Committee, and Board of Directors on a variety of issues related to workstations, tablets, smartphones, thin clients, and multifunction devices.


TASKS, DUTIES, FUNCTIONS

1. Supervise, develop, motivate, coach and train the IT Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. Evaluate employees and conduct performance reviews.

2. Manage the development, implementation, and administration of IT Support staff procedures and policies including training, coaching, and mentoring.

3. Manage the processing of incoming requests to IT Support via multiple channels to ensure courteous, timely, and effective resolution of end user issues ensuring Service Level Agreements are met.

4. Develop, maintain and execute Golden 1’s Identity and Access Management Program using Role Based Access Control with least privilege methodology. Perform periodic review to ensure compliance.

5. Analyze all aspects of the IT Support performance, activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service delivered. Track and analyze trends in ticket requests and generate statistical reports.

6. Manage IT ticket workloads and escalations by assigning and delegating tickets.

7. Prioritize, assign, and direct all work assignments on systems issues and assigned projects to support day-to-day operations and future project implementations.

8. Provide leadership and direction through technical subject matter expertise to staff responsible for integration of software and hardware applications.

9. Manage the development, documentation and implementation of operating procedures including, but not limited to, systems documentation, gold builds, best practices, knowledge base, disaster recovery and backup.

10. Work as a liaison between other department managers and supervisors when coordinating support activities and project related tasks.

11. Manage and validate systems software and hardware versions, maintenance levels, registrations and inventories and provide upgrades as necessary to ensure appropriate security and patch levels are maintained.

12. Manage all Service Desk application responsibilities including design, testing and implementation. Become a subject matter expert in all areas of Service Desk.

13. Work with application administrators and business owners to address business and technical issues involved in maintenance and deployment of business applications.

14. Assist Product Owners and Project Management Office with onboarding of applications, identifying and creating roles and mentoring, beta testing and providing guidance to team members.

15. Manage IT projects by researching, planning and executing tasks required.

16. Provide senior level support using remote diagnostics and access tools to internal and offsite employees.

17. Mentor and support IT Support staff in their daily workload offering assistance and support for more advanced problems.

18. Communicate all updates for proper maintenance of equipment to the appropriate staff.

19. Develop and maintain a clear understanding of business area needs and incorporating these needs into technical solutions by updating, developing and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.

20. Properly escalate when user and system related security standards are not observed.

21. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

22. Plan for the future use of ATM and PC equipment, software, services, technologies, applications, and standards and coordinate the purchase, installation and implementation of systems hardware and software according to department standards and procedures.

23. Advise and participate in the development of systems architecture and infrastructure design and configurations for PC and ATM environments.

24. Ensure pricing and budget dollars are spent wisely by invoicing and auditing equipment purchases.

25. Participate in the “Management On-Call” rotation.

26.Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations

26. Perform other job-related duties as necessary.


PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS

1. Effective oral and written communication skills required with a focus on troubleshooting and error identification.

2. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.


ORGANIZATIONAL CONTACTS & RELATIONSHIPS

1. INTERNAL: All levels of staff and management

2. EXTERNAL: Vendors, Board Members, Supervisory Committee Members


QUALIFICATIONS

1. EDUCATION: Bachelor’s degree in Computer Science, Management Information Systems or comparable discipline or equivalent work experience.

2. EXPERIENCE:

• Minimum of three years’ experience in Information Technology within a leadership capacity.

• Minimum of three years’ experience in project management or personnel supervision is required.

• Demonstrates strong aptitude to work with business owners for planning of enterprise-wide technologies.

• Demonstrates strong aptitude to work effectively and support others in an environment of continuous change.

• Subject matter expert with Windows workstations in an enterprise domain environment.

• Strong research, analytical, planning, execution and organizational skills related to projects.

• Demonstrates strong ability to make objective observations, examinations, evaluation, and recommendations.

• Demonstrates strong knowledge of Microsoft Windows desktop operating system and MS Office.

• Demonstrates strong knowledge of system hardware to include, PC’s, thin clients and printers.

• Demonstrates strong knowledge Mobile Devices such as iPhones, laptops and tablets.

• Demonstrates strong knowledge of network and system troubleshooting.

• Demonstrates working knowledge with systems security practices.

3. KNOWLEDGE/SKILLS:

• CompTIA A+ or equivalent work experience

• MCSA Microsoft Certified Administrator


PHYSICAL REQUIREMENTS

1. Prolonged sitting throughout the workday to accomplish tasks.

2. Availability for emergency and on call duty 24 hours a day, 7 days a week, as needed.

3. Occasional travel may be required.

4. Lift and carry communications equipment and computer hardware weighing up to fifty pounds.

5. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.

6. Hearing within normal range.

7. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.

8. May work additional work hours to accomplish tasks.


LICENSES/CERTIFICATIONS

None.


#LI-Hybrid
THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 1/28/2026