Supervisor, Desktop Support

End Date: December 16, 2025

At Access Credit Union, we support a professional and innovative work environment with a corporate culture that uniquely embraces empowerment, accountability, and trust. We recognize and value each employee's contributions to our success, which is why we offer competitive compensation, 100% company paid health benefits, employer-matched pension plan, continuing education, and career advancement opportunities within our credit union.

At Access Credit Union, our values are straightforward:

• Do good
• Be better
• Own it
• Move forward

The Supervisor, Desktop Support is responsible for enhancing the operational effectiveness, audit readiness, and scalability of the IT department. This position will provide dedicated supervision to the Desktop Support team, addressing current structural challenges and enabling strategic growth.

Key Responsibilities and Accountabilities

• Supervise and mentor desktop support technicians, providing guidance and performance feedback.
• Responsible for ensuring successful training for various tiers of Desktop Support Positions
• Supervise daily operations of desktop support including ticket triage, escalation and resolution.
• Improve Team Efficiency and Productivity: Through clear direction, task management, and proactive oversight, the IT Supervisor will reduce bottlenecks and enhance overall team performance.
• Strengthen Internal Controls and Reduce Risk: Focused supervision will ensure consistent adherence to processes and standards, minimizing operational errors and non-compliance risks.
• Enhance Audit Readiness and Outcomes: The Supervisor will lead efforts in audit preparation, documentation, and compliance, resulting in smoother audit processes and fewer findings.
• Support Future Growth: Establishing a structured supervisory layer will provide a scalable foundation for departmental expansion and evolving business needs.
• Foster Communication and Collaboration: The role will improve internal communication channels and clarify responsibilities, promoting a more cohesive and collaborative team environment.
• Operational Oversight: Monitor daily operations to ensure alignment with established standards and best practices.
• Project Support and Coordination: Assist in planning, executing, and resolving issues within team projects. Escalation Point: Serve as the first line of support for team member concerns, escalating complex issues as needed.
• Process Improvement: Identify and implement opportunities for increased efficiency and effectiveness.

• Audit and Compliance Oversight:

• Stay current with audit standards and internal policies.

• Ensure operational and project activities support auditability.
• Maintain accurate audit-related documentation.
• Support remediation of audit findings.
• Promote a culture of compliance and policy adherence.
• Demonstrate commitment to the creation of a respectful workplace.
• Maintain thorough knowledge of and adhere to credit union policies and procedures on risk management, confidentiality, security and fraud prevention.
• Act as an ambassador for the credit union through professional and personal involvement in the community and credit union system.
• Maintain familiarity with the credit union's history, mission, vision and values.

This list is not inclusive and other tasks and/or responsibilities may be assigned by your manager.

Essential Qualifications

• Post- secondary education is an asset
• CompTIA A+, CCNA or equivalent are preferred
• Understanding of IT protocols and asset lifecycle management
• Familiarity with IT service management (ITSM) tools and ticketing systems
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, endpoint management tools and remote support technologies
• Strong interpersonal and communication skills, both verbal and written
• Attention to detail with high degree of accuracy
• Ability to work in fast-paced environment and perform well under pressure
• Strong analytical and problem-solving skills
• Ability to prioritize using sound judgment to make timely and effective decisions
• Strong knowledge of Access Credit Union's products and services
• Ability to follow standardized regulations
• Working knowledge of risk management and information technology within the financial industry
• Advanced computer skills

Employee Sub-Type

Regular

Starting Salary

If you are interested in this position, apply today