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Technical Support Manager - Berrien Springs/Hybrid Work Eligible (Full-Time)
•9 days ago
| Estimated Pay | $14 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Berrien Springs, Michigan |
Compare Pay
Estimated Pay We estimate that this job pays $14.08 per hour based on our data.
$11
$14.08
$21.8
About this job
Position:
Technical Support Manager - Berrien Springs/Hybrid Work Eligible (Full-Time)
Location:
Berrien Springs, MI
Job Id: 2575 # of Openings: 1
Job Id: 2575 # of Openings: 1
Technical Support Manager - Berrien Springs (Full-Time)
This is a Hybrid Work Eligible position. You will be required to come into the Operations Center in Berrien Springs, MI as needed to ensure business needs are met.
ABOUT HONOR:
At Honor Credit Union, we've been putting members first since 1934. Our team remains true to our member promise: Providing Solutions For Your Financial Success. Honor members enjoy extraordinary member service at 28 member centers, and worldwide through online banking.
OUR TEAM:
As a team member at Honor Credit Union, you are genuinely part of a family. We leave the term "employee" at the door because you're much more than that; you're a valued member of the Honor Team and its success. We don't settle for good; we strive to be great, and that starts with the individuals that live out the "I Am Honor" promise every day.
At our core, we are obsessed with providing extraordinary member experience with solutions for financial success. We are rooted in the belief that finances don't have to be intimidating and giving back to the communities we serve is essential. We are made up of outgoing, positive, friendly, and highly experienced individuals, which creates an inclusive, stimulating atmosphere. Smiling is the epitome of our culture, and like kindness, we believe smiling is contagious - it's no accident that you'll find a smiley face on all things Honor.
You are a "Big Picture" thinker, have excellent verbal and communication skills, as well as the ability to effectively prioritize your time and manage a technical team. If this sounds like you, you could be the next member of the Honor team!
COMMITMENTS TO LIVING "I AM HONOR":
This is a Hybrid Work Eligible position. You will be required to come into the Operations Center in Berrien Springs, MI as needed to ensure business needs are met.
ABOUT HONOR:
At Honor Credit Union, we've been putting members first since 1934. Our team remains true to our member promise: Providing Solutions For Your Financial Success. Honor members enjoy extraordinary member service at 28 member centers, and worldwide through online banking.
OUR TEAM:
As a team member at Honor Credit Union, you are genuinely part of a family. We leave the term "employee" at the door because you're much more than that; you're a valued member of the Honor Team and its success. We don't settle for good; we strive to be great, and that starts with the individuals that live out the "I Am Honor" promise every day.
At our core, we are obsessed with providing extraordinary member experience with solutions for financial success. We are rooted in the belief that finances don't have to be intimidating and giving back to the communities we serve is essential. We are made up of outgoing, positive, friendly, and highly experienced individuals, which creates an inclusive, stimulating atmosphere. Smiling is the epitome of our culture, and like kindness, we believe smiling is contagious - it's no accident that you'll find a smiley face on all things Honor.
You are a "Big Picture" thinker, have excellent verbal and communication skills, as well as the ability to effectively prioritize your time and manage a technical team. If this sounds like you, you could be the next member of the Honor team!
COMMITMENTS TO LIVING "I AM HONOR":
- Act with Urgency and Care - You have the direct authority and responsibility to act and seek out solutions.
- The Platinum Rule - Treat others the way they want to be treated.
- Make the Connection - Develop genuine relationships so you can provide a "WOW" experience.
- See a Need, Fill a Need - Seize opportunities to help others meet their needs, whether they are known or unrealized.
- Reason over Rules - Make decisions that are good for the person and good for Honor.
- Cultivate Peace & Love - Uphold an environment where diversity is celebrated, kindness is contagious, and everyone belongs.
WHAT WE ARE LOOKING FOR:
- Oversees all Technical Support staff and ensure that end users are receiving the appropriate service and support.
- Responsible for managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Technical Support functions.
- Responsible for planning, designing, and analyzing the organization's Help Desk according to best practices, while ensuring high levels of customer service quality and availability.
- Develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions.
- Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
- Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
WHAT WE EXPECT FROM YOU:
EDUCATION/CERTIFICATION:
EDUCATION/CERTIFICATION:
- College degree in Finance, Business Administration or a related field; or an equivalent combination training and work experience.
EXPERIENCE REQUIRED:
- Five to eight years of similar or related experience, including preparatory and supervisory experience.
KNOWLEDGE/SKILLS/ABILITES:
- Extensive knowledge and experience with a Tech Support/Service Desk ticketing system with knowledge of computer hardware, software, peripherals, and other devices.
- Working knowledge of a range of IT diagnostic utilities and desktop and server operating systems.
- Must have demonstrated ability to keep finances in order.
- Strong customer service orientation.
- Excellent oral and written communications skills.
- Solid relationship management and performance management skills.
- Must be organized and able to create meaningful documentation.
- High level critical thinking and problem-solving skills.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Team-oriented and skilled in working within a collaborative environment.
WHAT'S IN IT FOR YOU:
Honor has excellent benefits for all full and part time team members. We offer:
- Medical with prescription coverage, Dental, and Vision.
- 401k employer contribution & matching program.
- Paid time off and paid holidays (including your birthday!).
- Paid community volunteer hours.
- Wellbeing spending account.
- Various discounts on credit union products and services for team members & their families.
- Additional perks included.
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