PHONE: 215-934-3500 or 800-832-PFCU

ABA Routing # 236084298

Help Desk Supervisor

Jul 12, 2021

Position Title: Help Desk Supervisor
Job Type: Full-Time
Classification: Exempt
Salary: $38,800 - $75,000

The following description should be considered the foundation of your job, not its boundaries. Your success will be greatly enhanced by adopting a learning attitude and by a willingness to participate in and support educational opportunities for your staff.

To attain the organization's goals in an efficient manner through effectively and successfully directing and coordinating projects.

As a member of this team, your primary responsibility is to serve and satisfy the credit union members. This includes whether your job involves dealing with members directly or providing service to someone who does.

You should also expect to participate in activities not described here, which will serve to ensure that the Core Systems and Information Services operates with efficiency and ingenuity.

Key Results Areas:

  • Help Desk Ticket Delegation
  • Task Scheduling and Accurate Completion of Tasks
  • Quality Assurance
  • Staff Development & Education
  • Procedure Creation and Documentation

Essential Functions & Basic Duties

  • Plans, directs, and supervises the day to day Help Desk Operations.
  • Provide suggestions to Management with ways to improve processes on the Help Desk.
  • Administers and updates Information Services Help Desk policies and procedures.
  • Supervises and assigns employees to particular shifts.
  • Coordinate, schedule and/or assign tasks in accordance with departmental and/or organizational objectives and timelines.  Document work for procedural or referral purposes.
  • Oversee and delegate responsibilities to the Help Desk staff to ensure progressive accomplishment of assigned tasks and daily schedule of jobs.
  • Follow through on and/or assist with the progress of staff regarding assigned tasks and responsibilities.
  • Provide Service NOW reports to Management detailing the results for specific time frames.
  • Develops quality assurance standards that the Help Desk staff must adhere to.
  • Communicate and work with other credit union departments to resolve issues and problems related to open Help Desk requests.
  • Make sound decisions regarding employee supervision and relations.
  • Establish service standards for staff and work with staff in meeting the standards.
  • Adhere to PFCU's personnel policies in delegating, assigning, training, supervising, and disciplining employees.  Communicate periodically with employees regarding job performance.
  • Ensure adherence to credit union policy in accordance with security and operational control requirements.
  • Accurately and promptly track Activity hours.
  • Assists personnel in other departments to increase understanding of system operations and effectively integrate new technology.
  • Keeps management well informed of area activities and of any significant problems.
  • Ensures reports are completed accurately and timely.
  • Attends meetings as required.
  • Prepare and conduct thorough, insightful and timely employee evaluations.
  • Maintain professional and technical knowledge by attending educational workshops.
  • Effectively trouble shoot and resolve batch job failures, system failures and/or interruptions.
  • Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards are met and upheld.
  • Able to perform the duties required of the morning, day, or evening shift processing jobs according to schedule


  • Bachelor degree or combination of related work experience.
  • PC proficiency in the Microsoft Windows environment required.
  • Detailed knowledge of PC hardware components.
  • Ability to work quickly and effectively in a fast-paced environment.
  • Possess exceptional organizational and communication skills.
  • Knowledge of ITIL Service framework
  • Must be attentive and sensitive to details.
  • Must have record of proven leadership ability.
  • Ability to lift up to 40 lbs. & to move equipment from one location to another.

Why Work For Us…

  • Retirement Plan: We offer a Pension and 401K plan to help secure our employees’ future.
  • Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
  • Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.
  • Employee Amenities: All of our employees are eligible for PTO.
  • Community Benefits: It’s not just a job – it’s a community. That’s why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
  • An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Equal Employment Opportunity (EEO)

PFCU provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law.


Take a look at the openings to the left. Email, fax, or fill out our online form to upload your resume to us with the information found below.


PFCU provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law.

National Association of Federal Credit Unions 
PFCU is a proud member of the National Association of Federal Credit Unions
National Credit Union Administration 
Your savings federally insured to at least $250,000 and backed by the full faith and credit of the United States Government. National Credit Union Administration, a U.S. Government Agency.
Excess Share Insurance Corporation 
Additional insurance of up to $250,000 on your savings accounts is provided by Excess Share Insurance Corporation, a licensed insurance company.
Equal Housing Lender 
We do Business in accordance with the Federal Fair Housing Law and the Equal Credit Opportunity Act.

We provide links to external websites for your convenience. Philadelphia Federal Credit Union does not endorse and is not responsible for their content, links, privacy or securities policies.

Please note that the amount of money contained in your investment accounts are considered non-deposit products and therefore, are not NCUA insured, not credit union guaranteed, may lose value, are not guaranteed by any government agency. Since they are not a deposit of the Philadelphia Federal Credit Union, investment accounts do not qualify for Excess Share Insurance (ESI). Securities, Financial Planning and Insurance products are offered through LPL Financial, and its affiliates, Member FINRA, SIPC. LPL Financial and Philadelphia Federal Credit Union are independent entities.