End User Services Supervisor Washington
Company: Heritage Bank
Posted on: September 17, 2023
Base Salary Range:
$31.55 - $39.44 - $47.32per hour
At Heritage Bank, we work hard, but also know how important it is
to take time off to stay healthy, relax, and spend time doing what
makes your heart happy!
As part of our team you'll enjoy a total rewards package, which
includes base salary based on the role, experience, and skill set,
along with an exceptional benefits package (medical, dental,
vision, life insurance, 401(k), community volunteer time), and
generous time off policy. Full-time team members receive a minimum
of 10 paid vacation days annually* and eight hours of paid sick
leave per month*, while also enjoying 11 paid holidays each
calendar year, and an annual float day.*pro-rated from start date
and/or hours worked.To view Benefits Summary: Apply > Current
Openings > position > attachment.
Heritage Bank has an exciting opportunity to join our organization!
We are seeking a End User Services Supervisor to join our growing
IT team! TheEnd User ServicesSupervisor is responsible for
overseeing the day-to-day operations of support staff, providing
support to end user requests related to desktop configurations,
applications, email, internet access, VPN, and peripherals.
Additionally, this position is responsible for troubleshooting
hardware and software issues, workstation builds/repairs,
configurations/imaging while maintaining and meeting service level
Preferred geographical location is Tacoma, WA. Depending on
experience, Burlington or Lynnwood, WA may be considered.
The successful candidate:
Plans, directs and schedules workflow of team to ensure assignments
and tasks are allocated appropriately and required
deadlines/commitments are met on a consistent basis.
Provides direct reports with proper tools and authority to execute
their assigned functions. Develops skills of team through goal
setting, coaching, problem resolution, delegation, training,
counseling, and performance management.
Oversees tracking issues and solutions, including proper updating
of internal knowledge base, using current help desk platform. Acts
as primary escalation point for team members and researches
non-routine and complex or escalated issues.
Ensures accurate inventory records of hardware, software,
peripheral network devices and licensing, as well as records on
repair, installation, and removal of equipment. Provides
appropriate logging and tracking of hardware malfunctions. Provides
upgrade and/or enhancement recommendations to management.
Directs creation of training materials from an end-user
perspective, announcements, and knowledge-based articles for
management review, including updates and maintenance of
Assists management in leading projects and the development of
long-range planning for new projects, computer hardware and
Oversees development and maintenance of images and packages for
deployment, ensuring policy requirements are met.
Documents and implements policies and procedures for
Collaborates with internal IT/IS departments and team members to
resolve escalated end user issues according to published service
Maintains proficient knowledge of, and ensures bank activities are
performed in compliance with, all state and federal banking laws
and regulations applicable to areas of responsibility
Oversees purchasing process to ensure procedures are followed and
requests are filled in a timely and accurate manner.
Requests service and maintenance due from outside vendors and
consultants; verify and ensure service has been completed in a
timely manner per agreement.
Oversees the management of contracts related to fleet of copiers
and printers. Work with department and branch managers to assess
needs. Provide sizing and feature recommendations to
Assists manager and works collaboratively with Human Resources to
recommend staffing levels and participates in the approval process
for personnel actions such as hiring, terminations, promotions,
transfers, training and development of staff, timely performance
reviews and salary increases, in accordance with legal and
acceptable Bank personnel practices.
High School Diploma or equivalent - required. Associate's Degree in
Computer Sciences or Certificate from an IT Vocational program -
5 years recent progressively responsible experience in IT network
administration, which includes a minimum of 1 - 2 years in a lead
and/or supervisory role, for a mid-to large size company,
demonstrating proficiency in multiple IT disciplines, i.e., local
and wide area network administration, including system
configuration, setup, troubleshooting, planning, implementation,
and user support - required.
Equivalent combination of education and comparable work experience
may be considered.
ITIL, Cisco, and MS certifications - preferred
Provide an exceptional level of service for internal and external
customers, with the ability to build and maintain positive,
professional relationships, to successfully interact with all
levels and functional areas of the organization.
Effective leadership skills are required to motivate and develop a
high-performance work team and monitor workflow and schedules;
employee development, performance management, training, and
employee counseling skills are required.
Strong listening, verbal, written, and telephone etiquette
business/technical communication skills, including effective
presentation skills; with the ability to read, write, speak, and
understand English well.
Demonstrated ability to quickly focus on key issues and make
decisions under pressure of time constraints.
Strong project management experience including requirements
gathering and specifications development.
Strong analytical reasoning, problem-solving, attention to detail,
organizational, data review and time management skills, with the
ability to accurately manage multiple assignments, goals, reporting
requests and staffing schedules, ensuring priorities are set and
commitments and deadlines are met, with moderate direction and
Process oriented, with ability to evaluate and improve practices
Strong sense of urgency and ability to execute quickly, timely,
accurately, and efficiently.
Thorough understanding of technical, analytical and practical
proficiencies in applicable IT disciplines and related business
knowledge; with demonstrated ability to initiate and implement
improvements in assigned areas of oversight.
Unquestionable integrity in handling sensitive and confidential
Proficient use of MS Office products (Word, Excel, Outlook), and
retrieval of data, with the ability to adapt to, support and learn
new technologies quickly; with a strong aptitude to quickly learn
complex technical concepts. VMware, KACE, and PowerShell experience
Climate controlled office environment.
Work involves being able to concentrate on the matter at hand,
under sometimes distracting work conditions and frequent employee
and/or customer contacts and interruptions during the day.
Work requires regular attendance, punctuality and adherence to
agreed-upon schedule with willingness to work a flexible and/or
rotating schedule and or extended hours, and assist at other
locations or remotely, as needed.
Work may involve the constant use of computer screens, reading of
reports, and sitting throughout the day.
Ability to operate a computer keyboard, multi-line telephone,
photocopier, scanner and facsimile which often requires dexterity
of hands and fingers with repetitive wrist and hand motion.
Specific vision abilities required include close vision, color
vision, distance vision, peripheral vision, depth perception and
ability to adjust focus.
Typically sitting at a desk or table; intermittently standing,
stooping, bending at the waist, walking, kneeling or crouching to
file materials, install equipment or wiring in confined spaces.
Occasional lifting and/or moving up to 75 lbs. (files, boxes,
The above statements are intended to describe the general nature
and level of work being performed and are not an exclusive list of
all qualifications for this position.
Heritage Bank is an Equal Opportunity Employer
Salary Range Disclaimer
The base salary range represents the min, mid and max of Heritage
Bank's salary range for this position. Actual salaries will vary
depending on factors including, but not limited to, qualifications,
experience, and job performance. The range listed is just one
component of Heritage Bank's total compensation package for full
time and part time employees. Depending on position, other total
compensation rewards may include, monthly, quarterly or annual
incentive, and/or bonuses.
Keywords: Heritage Bank, Bellingham , End User Services Supervisor Washington, Other , Burlington, Washington
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