IT Support Services Supervisor

Members 1st Partnership; Enola (PA); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Healthcare benefits

Professional advancement

Work-life balance

Job summary

Members 1st Partnership is seeking an IT Support Services Supervisor to lead the Help Desk, ensuring timely, high-quality internal support. You will manage the team, monitor ServiceNow ITSM queues, and drive service excellence across infrastructure, applications, and security teams.

You will implement ITIL-based practices, develop knowledge bases, and report on KPIs to improve end-user satisfaction. A strong focus on leadership, coaching, and customer-focused service is essential.

Qualifications

• 5-8 years of related IT support experience.
• 1-3 years of leadership/management experience.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Supervise and coordinate daily IT Help Desk operations and ticket triage.
• Coach and schedule Help Desk staff to ensure coverage.
• Monitor ITSM queues to meet SLAs and ensure service quality.
• Maintain ITIL-based practices and drive continual process improvements.
• Act as escalation point for complex issues with cross-functional teams.
• Report on KPIs, ticket volume trends, and customer satisfaction.

Skills

ITSM ServiceNow

ITIL best practices

Leadership/mentoring

Interpersonal communication

End-user service quality

Genesys Cloud/Genesys Engage

Endpoint support (Windows/macOS/Office

Education

Bachelor's degree or equivalent

Tools

ServiceNow ITSM

Genesys Cloud/Genesys Engage

Job description

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay. It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

Responsibilities

The IT Support Services Supervisor oversees daily operations of the IT Help Desk, ensuring timely and high-quality support for internal end users. This role combines team leadership, hands-on IT support expertise, and a focus on end-user satisfaction. The supervisor manages the IT Help Desk team, monitors performance metrics, ensures adherence to ITSM processes using ServiceNow, and drives service excellence through strong operational oversight.

Key Responsibilities include but are not limited to:

• 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 key performance indicators (KPIs), call metrics, ticket volume trends, and customer satisfaction results.
• Use Genesys (or similar platform) 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

• Working knowledge of ServiceNow ITSM, including incident, request, problem, and change management modules
• Familiarity with ITIL best practices for service support and operations
• Proven ability to manage, mentor, and develop support team members in a high-volume environment
• Strong interpersonal and communication skills; ability to interact effectively with all levels of the organization
• Demonstrated focus on end-user satisfaction and service quality
• Experience with Genesys Cloud or Genesys Engage call center platforms preferred
• Experience supporting endpoint technologies including Windows, macOS, Office 365, remote access tools, and mobile devices preferred

COMPETENCIES

• Accountability and self-management
• Communication
• Effective knowledge
• Innovation and problem-solving
• Teamwork and leadership

WORKING CONDITIONS/PHYSICAL DEMANDS

• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

Qualifications

5-8 years of related experience; 1-3 years of leadership/management experience

Does this position require a valid Drivers License?

No

Education Level

General and business knowledge equivalent to a bachelor's degree

Certifications

ITIL Foundation certification preferred

About Us

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.

Company Culture is at Our Core

If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us.

What WE Believe

Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.

Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones.

Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.

Join a company that grows with you – personally and professionally

Equal Opportunity Employer

Members 1st provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation Overview

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The minimum salary for this position is:

$75,000.00+/yr

Certifications

ITIL Foundation certification preferred