IT Help Desk & Service Delivery Supervisor

BELLWETHER COMMUNITY CREDIT UNION provides a people-first culture and a mission-driven environment where always learning is supported and outcomes are owned. In this onsite Manchester, NH role, you will help deliver consistent, efficient IT support for both employees and members by partnering closely with the IT Manager to keep service delivery measurable and reliable.

Responsibilities

• Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices.
• Oversee day-to-day Help Desk operations, including triage, escalation, coverage, and ticket grooming.
• Respond to employee questions and issues involving IT systems, applications, hardware, and software.
• Address emergencies and system failures and participate in the IT on-call rotation.
• Act as the business and technical owner of the Credit Union’s IT ticketing/ITSM system, including configuration of workflows, queues, categories, and related components.
• Continuously improve ticketing processes and service delivery workflows.
• Create and distribute reports on ticket volume, SLA compliance, aging, trends, and other key service metrics.
• Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software.
• Provide direct technical support to employees, diagnosing and resolving hardware and software issues while maintaining a positive employee experience.
• Maintain accurate, audit-ready IT asset inventory across the entire asset lifecycle, including deployment, tracking, reporting, and disposal.
• Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes.
• Serve as a resource to other IT team members by sharing knowledge, documentation, and guidance.
• Identify opportunities for improvement and make recommendations to management.
• Manage position-related projects and contribute to other IT initiatives as assigned.
• Support the Credit Union’s mission by providing excellent service to both members and employees.
• Understand and comply with applicable BSA/AML requirements.

Requirements

• High school diploma plus post-secondary coursework in Information Technology, or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support.
• Working knowledge of ITSM best practices, such as ITIL.
• Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades.
• Experience administering an IT ticketing/ITSM platform, including configuration and reporting.
• Value in experience with ServiceNow, Freshservice, or Jira Service Management.
• Experience with IT asset management and inventory reporting.
• Proficiency with Microsoft Office applications.
• Ability to manage multiple priorities and projects independently.
• Valid driver’s license and ability to travel to off-site locations as needed.

Tech Stack

• ITSM, ITIL
• ServiceNow, Freshservice, Jira Service Management
• Microsoft Office

Preferred

• ITIL Foundation certification

Credit Union Values

• People First
• Local Focus
• Always Learning
• Driven with Purpose
• Own Our Outcomes