Apple Federal Credit Union · 1 hour ago
IT Service Desk Team Lead - Service Desk Engineer III
Fairfax, VA
Full-time
Onsite
Senior Level
5+ years expApple Federal Credit Union is a community-focused organization committed to improving the lives of its members. The Team Lead – Service Desk Engineer III will provide IT support and team leadership, managing day-to-day operations of the Service Desk team while addressing complex technical issues.
BankingFinanceFinancial Services
Responsibilities
Assist the Service Desk Team Director and Service Desk Manager with team task management, performance feedback, development, and routine performance reviews
Manage and prioritize the daily activities of the Service Desk team members
Monitor and maintain the Service Desk ticketing queue to ensure all tickets are assigned and meeting SLA requirements
Serve as a technical and management escalation point for the Service Desk team
Perform Incident Manager responsibilities as part of the incident response process
Support the planning and execution of tactical and strategic technical projects, initiatives, and escalations
Provide regular updates to teams and management on technical changes, updates, and upgrades
Evaluate and improve team processes and procedures to optimize productivity through training, coaching, and operational oversight
Ensure that the team remains aligned with organizational goals and objectives
Perform weekly audits to ensure exceptional service to internal members
Assist with leading meetings, including daily and weekly status updates
Provide mentorship to the Service Desk team allowing for a collaborative work environment
Promote knowledge sharing and cross-training to develop a flexible and well-rounded team
Perform other duties as assigned by management
Manage, document, and resolve IT support requests and incidents using the Service Desk ticketing system from a variety of sources such as alerts, email, internal escalations, and the technical support hotline
Work to escalate, and/or resolve requests, incidents, and problems
Provide routine communication and updates with management, peers, and internal members regarding the status of IT issues and support request tickets
Assist with RCA (Root Cause analysis) and RFOs (Reason for Outage) investigations to contribute to problem solving and continuous improvement
Provision, implement, and support of workstations, network connectivity and workstation applications such as Microsoft Office suite, OneDrive, Teams, Symitar, Synapsys, Synergy and other line of business applications
Provide technical leadership and mentorship to Service Desk team members
Proactively identify and analyze incident trends, collaborating with appropriate teams to implement long-term solutions
Assist with the development, documentation, and refinement of policies, procedures, processes and standard operating procedures (SOPs), particularly related to operations, maintenance, upgrades, and change management
Assist with IT Service Desk asset management including maintaining inventory levels to meet organizational demand and tracking all assets deployed by the Service Desk
Proactively evaluate and implement documentation including SOPs, processes and procedures to optimize the deployment, administration and support of IT services
Collaborate across IT to support and maintain a zero-trust security architecture, covering endpoints, networks, and servers
Maintain, document, and improve standard operating procedures (SOPs), processes, and knowledge base resources
Continuously improve the end-user experience through process enhancements and service improvements
Ensure system performance and integrity through monitoring, logging, testing, and proactive troubleshooting
Support the formulation and execution of credit union-wide policies while maintaining compliance with regulatory standards
Perform other duties as assigned by management
Qualification
Required
Minimum 5 years of progressively responsible experience in technical support, engineering, and/or IT project work
Experience in customer service and/or project management in a technical setting
Experience working within the financial industry
Familiarity with work and knowledge management solutions such as JIRA and Confluence
BA/BS degree with an emphasis in IT/IS, Computer Science preferred or equivalent combination of experience and relevant certifications
CompTIA A+, Server+, Network+, certifications preferred
Familiarity with ITIL and Project Management frameworks preferred
Strong prioritization, problem solving, diagnosis and troubleshooting skills
Excellent verbal and written communication skills
Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union
Ability to work in a team environment, meet deadlines, and take on a high level of responsibility and accountability
Proven experience in participating in multiple projects and ability to work with limited supervision
Knowledge of banking or credit union products, services, policies, and procedures a plus
Ability to lift a minimum of 25 lbs
Ability to travel if necessary
Ability to function in a financial institution environment
Benefits
Medical, dental and vision coverage
401(k) with employer match
Paid time off and 11 paid federal holidays
Paid volunteer time to give back
Tuition reimbursement and ongoing training opportunities
Annual TEAM Bonus plan
Company
Apple Federal Credit Union
Apple Federal Credit Union is a banking firm that provides financial services, loans and personalized services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Andy Grimm, CPA
President/CEO
Christopher Cooper, CPA
CFO
Recent News
Company data provided by crunchbase