IT Help Desk Supervisor – ServiceNow & ITIL Advocate

Members 1st Federal Credit Union; Enola (PA); On-site; USD 67,500 - 82,500; Full time

Job summary

Members 1st Federal Credit Union in Enola, PA is seeking an IT Support Services Supervisor to oversee the daily operations of the IT Help Desk, combining leadership with hands-on support to ensure timely, high‑quality service for internal users.

You will manage the Help Desk team, monitor ITSM queues in ServiceNow, enforce ITIL‑based practices, mentor staff, and drive improvements in service quality while coordinating with infrastructure, applications, and security teams.

Qualifications

• 5–8 years of related IT experience with 1–3 years in leadership/management.
• Bachelor's degree or equivalent business knowledge.
• ITIL Foundation certification preferred.

Responsibilities

• Supervise and coordinate daily Help Desk operations, including call handling, ticket triage, escalation, and resolution.
• Provide leadership and coaching to Help Desk team members; schedule coverage to ensure consistent support availability.
• Monitor ServiceNow ITSM queues (incident, request, problem, change request) to ensure SLAs are met and service quality is maintained.
• Ensure adherence to ITIL-based support practices and assist with continuous improvement of ITSM processes.
• Serve as an escalation point for complex support issues, working cross‑functionally with infrastructure, applications, and security teams.
• Track and report on KPIs, call metrics, ticket volume trends, and customer satisfaction results.
• Use Genesys to monitor call queues, agent performance, and call routing to optimize user experience.
• Develop and maintain knowledge base articles and end‑user documentation to promote self‑service and reduce repeat tickets.
• Foster a customer‑focused support culture, continuously seeking ways to improve internal user satisfaction and experience.
• Participate in change management processes, including communications and scheduling of user‑impacting changes.

Skills

ServiceNow ITSM

ITIL practices

Mentor & develop staff

Interpersonal communication

End-user satisfaction focus

Genesys call centers

Endpoint support (Win/Mac/Office 365)

Education

Bachelor's degree equivalent

Tools

ServiceNow

Genesys Cloud

Genesys Engage

Job description

Members 1st Federal Credit Union in Enola, PA is seeking an IT Support Services Supervisor to oversee the daily operations of the IT Help Desk, combining leadership with hands-on support to ensure timely, high‑quality service for internal users.

You will manage the Help Desk team, monitor ITSM queues in ServiceNow, enforce ITIL‑based practices, mentor staff, and drive improvements in service quality while coordinating with infrastructure, applications, and security teams.