Desktop Support Supervisor

Position Overview

At Grow Financial Federal Credit Union—a member-owned financial institution dedicated to serving people, not profit—we foster a diverse, collaborative culture where you can grow both personally and professionally. Embracing a “work from where you do your best work” strategy, our flexible work options include remote, hybrid, and in-person roles. As the Desktop Support Supervisor based in our Tampa Bay area HQ, you will assist the Manager in leading the Desktop Support team, ensuring high-quality technical support through timely incident resolution, effective ticket management, and continuous process improvement.

Key Responsibilities

• Assist the Manager with daily operations of the Desktop Support team.
• Oversee the timely resolution of incidents and service requests while managing ticket queues and ensuring adherence to SLAs.
• Provide guidance and mentorship to Desktop Support staff and monitor performance metrics.
• Implement process improvements and maintain documentation/knowledge bases.
• Collaborate with other teams to escalate and resolve complex technical issues using tools like ServiceNow.

Required Qualifications

• Bachelor of Arts/Science degree from an accredited college or university (management or technology discipline with significant computer coursework preferred) or an additional four years of related experience.
• Three years’ experience with PC operations in a Help Desk environment.
• A+ certification required (or the ability to obtain within 6 months of starting).
• At least 1 year of supervisory experience.
• Must have or be willing to obtain an advanced Microsoft or Cisco certification.
• Extensive working knowledge of Windows operating systems and Office applications.
• Experience in hardware troubleshooting techniques.
• Working knowledge of script deployment; knowledge of PowerShell scripting is a plus.

Benefits & Perks

• Medical/Dental/Vision Insurance
• Employee discount on consumer loans
• Tuition Reimbursement of up to $5,250 per year for full-time team members
• Paid Time Off including 15 days/year and over 10 paid holidays
• Paid Volunteer Days with two bi-annual days provided
• Retirement Benefits (401K) with Grow matching up to 8%
• Growth Potential through our in-house training department dedicated to your professional development