IT Service Delivery Lead — Help Desk & Assets

Bellwether-Community-Credit-Union; Manchester (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

Bellwether-Community-Credit-Union is seeking an IT Help Desk & Service Delivery Supervisor in Manchester, NH. You will partner with the IT Manager to prioritize and resolve tickets, oversee the ITSM platform, and support employee endpoints with hands-on technical work.

Responsibilities include managing daily Help Desk operations, configuring IT ticketing workflows, generating reports on ticket volume and SLA adherence, and maintaining accurate IT asset records across the lifecycle.

Qualifications

• High school diploma or equivalent with post-secondary IT coursework.
• Two+ years in IT service delivery or Help Desk supervision.
• ITSM best practices (ITIL) knowledge.
• Hands-on experience with endpoint deployment and upgrades.
• Experience administering ITSM platforms (ServiceNow/Freshservice/Jira Service Management).
• IT asset management and inventory reporting.
• Proficiency with Microsoft Office.
• Valid driver's license and ability to travel as needed.

Responsibilities

• Own Help Desk operations, triage tickets, and escalate when needed.
• Manage ITSM platform configuration, workflows, and reporting.
• Provide hands-on desktop support to employees.
• Maintain accurate IT asset inventory throughout lifecycle.
• Document procedures and share knowledge with the team.
• Support on-call rotations and respond to emergencies.

Skills

ITSM

ITIL

Help Desk Supervision

Endpoint Deployment

Reporting & Analytics

Ticketing Systems

Education

High school diploma

Post-secondary IT coursework

ITIL Foundation certification

Tools

ServiceNow

Freshservice

Jira Service Management

Asset Management Tools

Job description

Bellwether-Community-Credit-Union is seeking an IT Help Desk & Service Delivery Supervisor in Manchester, NH. You will partner with the IT Manager to prioritize and resolve tickets, oversee the ITSM platform, and support employee endpoints with hands-on technical work.

Responsibilities include managing daily Help Desk operations, configuring IT ticketing workflows, generating reports on ticket volume and SLA adherence, and maintaining accurate IT asset records across the lifecycle.