IT Help Desk Lead - SLA & Support Champion

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

Job summary

Cal Coast Credit Union is seeking a Help Desk Lead to supervise IT support for employees across multiple locations. You will manage incident triage, SLA adherence, and service quality while guiding the Help Desk team in delivering timely, accurate resolutions.

The role requires hands-on support, reporting on performance metrics, and collaboration with IT leadership to optimize processes and training for end users. Strong communication and leadership are essential.

Qualifications

• Requires a degree in Computer Science or Information Systems and 5–7 years of related experience.
• Requires CompTIA A+ and ITIL.
• Excellent written, oral, and interpersonal communication skills.
• Ability to multi-task and work under time constraints to meet deadlines.
• Ability to provide end user support in a fast-paced credit union environment.

Responsibilities

• Provides leadership to Help Desk staff and ensures SLA compliance.
• Leads triage, prioritization, and resolution of requests.
• Responds to in-person, telephone, and email requests.
• Monitors queues and tracks requests.
• Develops and reports on SLAs and metrics.
• Coordinates training and knowledge base updates.

Skills

Leadership

Empathy

Active listening

Grit

Creativity

Collaboration

Education

BS in Computer Science or Information Systems

CompTIA A+ and ITIL

Tools

Help Desk software

Windows 10/11

Microsoft Office

Network peripherals

Job description

Cal Coast Credit Union is seeking a Help Desk Lead to supervise IT support for employees across multiple locations. You will manage incident triage, SLA adherence, and service quality while guiding the Help Desk team in delivering timely, accurate resolutions.

The role requires hands-on support, reporting on performance metrics, and collaboration with IT leadership to optimize processes and training for end users. Strong communication and leadership are essential.