IT Technical Support Services Director

Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented Director of IT Technical Support Services to join our amazing IT Technical Services team!

The Director of IT Technical Support Services will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.

All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas.

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided)
• Must be able to provide a work spaces at home that is safe, suitable for work, and within a distraction free environment

The Director of IT Technical Support Services directs the Service Desk, Desktop Support, IT Asset Management, and ITSM administration. This role involves managing and leading teams to ensure efficient IT operations and support services.

Essential Functions and Responsibilities:

• Analyze performance metrics to ensure the effectiveness and efficiency of IT support services. Ensuring high-quality IT support services by monitoring SLA's and continuously improving service delivery processes
• Working closely with other departments to ensure IT support aligns with business needs and objectives
• Managing budgets for IT support services, ensuring cost-effective solutions and resource allocation for business needs and projects
• Monitor and support the identification, assessment, and remediation of IT vulnerabilities to ensure the security and integrity of the organization's IT infrastructure
• Develop policies and procedures to ensure continual improvement of customer ticket support, handling and resolution process
• Maintains review, monitors project plans, implement changes and report actual progress against project schedules involving offices additions, moves, changes and projects
• Support Project Coordinator with overall accountability for project success
• Support ITSM Administration in daily functions and ensuring a quality database that supports business need modifications and provides 24x7 ticketing tool availability
• Support disaster recovery efforts of planning and execution, ensuring quick restoration of critical IT services during disruptions. Contribute to regular testing and updates of disaster recovery procedures
• Enforce company compliance regarding computer privacy and security polices and other policies that relate to company data and computer usage
• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)

Requirements:

• Bachelor’s degree in computer science or information technology
• Minimum five years of IT Technical Support Services experience
• Minimum five years supervisory/management experience
• Will oversee the Service Desk, Desktop Support, IT Asset Management, and ITSM Admin groups to ensure all issues are handled or escalated in timely manner
• Highly developed communication skills which are essential to the success in this role
• Strong decision making & problem-solving skills, involving several variables in standardized situations
• Teamwork & dedication to build strong relationships
• Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram format

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.