Help Desk Lead - IT Support & SLA Champion

California Coast Credit Union; San Diego (CA); On-site; USD 44,000 - 55,000; Full time

Job summary

California Coast Credit Union in San Diego seeks a Lead Analyst - Help Desk to supervise IT support for 800+ desktops and 26 branches. Under the Help Desk Supervisor, you will triage requests, manage queues, monitor SLAs and drive First Call Resolution.

The role requires a degree, 5-7 years of related experience, CompTIA A+ and ITIL, and strong communication. You will mentor staff, report on performance metrics, and lead process improvements to deliver exceptional member service.

Qualifications

• Requires a degree in Computer Science or Information Systems.
• 5-7 years of related work experience utilizing comprehensive knowledge of Help Desk software, Windows 10/11, mobile devices (iOS/Android/Windows Mobile), network peripherals, enterprise software, including Microsoft Office.
• CompTIA A+ and ITIL certifications.
• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct and direct research into end user issues and products.
• Ability to multi-task and work under time constraints to meet project deadlines.

Responsibilities

• Provides support for and leads projects related to the organization’s workstation technologies and other projects that may directly impact the user environment.
• Supports mobile device administration and maintenance functions.
• Helps lead the organization’s Help Desk functions – provides support and mentoring to Help Desk staff, monitors the Help Desk functions to ensure productivity, quality and customer service demands are met according to the organization’s standards.

Skills

Leadership

Empathy

Active listening

Grit

Intrinsic motivation

Creative problem solving

Diversity

Inclusion

Education

Degree in Computer Science or Information Systems

CompTIA A+ and ITIL

Job description

California Coast Credit Union in San Diego seeks a Lead Analyst - Help Desk to supervise IT support for 800+ desktops and 26 branches. Under the Help Desk Supervisor, you will triage requests, manage queues, monitor SLAs and drive First Call Resolution.

The role requires a degree, 5-7 years of related experience, CompTIA A+ and ITIL, and strong communication. You will mentor staff, report on performance metrics, and lead process improvements to deliver exceptional member service.