Summary
Under the general direction of the Vice President of IT Business Systems and Data Analytics, the Systems Support Supervisor provides leadership, direction, and oversight for the Credit Union's Systems Support function. This position is responsible for the administration, performance, security, availability, and continuous improvement of core business systems, ATM and payment processing platforms, ancillary applications, and related technology services. The Systems Support Supervisor leads and develops a team of technology professionals, establishes departmental priorities, manages operational and strategic initiatives, and ensures technology services effectively support organizational goals. This position exercises independent judgment and discretion in personnel management, technology planning, operational decision-making, process improvement, vendor management, risk mitigation, and the implementation of technology solutions that enhance business operations and member service.
Essential Functions
- Supervise, coach, develop, and evaluate Systems Support staff, including workload management, performance management, employee development, and participation in hiring, onboarding, and corrective action processes.
- Establish departmental priorities, goals, service standards, and operational procedures to ensure effective support of Credit Union business operations.
- Oversee the administration, availability, performance, and maintenance of the Credit Union's core processing system, ATM network, servers, databases, ancillary applications, and related technology infrastructure.
- Direct the monitoring, troubleshooting, root cause analysis, and resolution of complex system, hardware, software, network, and operational issues.
- Oversee the testing, implementation, maintenance, and documentation of software updates, system enhancements, technology upgrades, and new solutions.
- Manage ATM operations, payment systems, vendor-supported services, and other critical technology platforms to ensure reliable service delivery.
- Lead technology-related projects, including planning, resource allocation, risk management, implementation, communication, and project status reporting.
- Analyze system performance, operational metrics, utilization data, and business requirements to identify trends, risks, improvement opportunities, and technology solutions.
- Serve as the primary escalation point for complex technical and operational issues requiring advanced analysis, judgment, and decision-making.
- Develop, implement, and maintain departmental policies, procedures, standards, controls, and documentation to support operational efficiency and consistency.
- Collaborate with business units, management, vendors, consultants, and service providers to support organizational objectives and technology initiatives.
- Ensure compliance with Credit Union policies, information security standards, regulatory requirements, audit expectations, and internal controls.
- Participate in business continuity planning, disaster recovery activities, risk assessments, cybersecurity initiatives, and system recovery testing.
- Assist with departmental budgeting, technology planning, vendor management, contract oversight, resource allocation, and strategic technology initiatives.
- Prepare reports, recommendations, and presentations for management regarding departmental performance, system operations, project status, risks, and strategic opportunities, and perform other duties as assigned.
