Systems Support Supervisor

Description

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

1. Supervise, coach, develop, and evaluate Systems Support staff, including workload management, performance management, employee development, and participation in hiring, onboarding, and corrective action processes.
2. Establish departmental priorities, goals, service standards, and operational procedures to ensure effective support of Credit Union business operations.
3. 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.
4. Direct the monitoring, troubleshooting, root cause analysis, and resolution of complex system, hardware, software, network, and operational issues.
5. Oversee the testing, implementation, maintenance, and documentation of software updates, system enhancements, technology upgrades, and new solutions.
6. Manage ATM operations, payment systems, vendor-supported services, and other critical technology platforms to ensure reliable service delivery.
7. Lead technology-related projects, including planning, resource allocation, risk management, implementation, communication, and project status reporting.
8. Analyze system performance, operational metrics, utilization data, and business requirements to identify trends, risks, improvement opportunities, and technology solutions.
9. Serve as the primary escalation point for complex technical and operational issues requiring advanced analysis, judgment, and decision-making.
10. Develop, implement, and maintain departmental policies, procedures, standards, controls, and documentation to support operational efficiency and consistency.
11. Collaborate with business units, management, vendors, consultants, and service providers to support organizational objectives and technology initiatives.
12. Ensure compliance with Credit Union policies, information security standards, regulatory requirements, audit expectations, and internal controls.
13. Participate in business continuity planning, disaster recovery activities, risk assessments, cybersecurity initiatives, and system recovery testing.
14. Assist with departmental budgeting, technology planning, vendor management, contract oversight, resource allocation, and strategic technology initiatives.
15. Prepare reports, recommendations, and presentations for management regarding departmental performance, system operations, project status, risks, and strategic opportunities, and perform other duties as assigned.

Requirements

Required Skills and Abilities

1. Strong leadership, supervisory, coaching, and employee development skills.
2. Ability to exercise sound judgment and make independent decisions affecting departmental operations.
3. Strong project management, organization, and planning skills.
4. Excellent verbal, written, and presentation communication skills.
5. Strong analytical, problem-solving, and decision-making abilities.
6. Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
7. Ability to develop, implement, and improve operational processes and procedures.
8. Knowledge of information systems operations, core processing systems, network concepts, databases, reporting tools, and information security principles.
9. Ability to interpret technical information and communicate effectively with both technical and non-technical audiences.
10. Ability to establish and maintain effective working relationships across all levels of the organization.
11. Ability to lead change initiatives and drive continuous improvement efforts.

Education and Experience

1. Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field required.
2. Three to five years of progressively responsible experience supporting enterprise systems, computer operations, or information technology environments.
3. Prior supervisory, lead, project coordination, or management experience preferred.
4. Experience managing technology projects, vendor relationships, and operational initiatives preferred.
5. Financial institution technology experience preferred.
6. Advanced knowledge of Microsoft operating systems, database reporting tools, core processing systems, and technology infrastructure.

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Prolonged periods of sitting at a desk and working on a computer – 7 to 8 hours per day.
2. Lifting, carrying, pushing and/or pulling objects up to 50 lbs.
3. Intermittent walking, squatting and bending.
4. May be required to work outside normal business hours to support system maintenance, operational issues, projects, or emergencies.
5. General office environment with moderate noise levels.

Work Location
This is an on-site position at our Corporate Headquarters in Yuba City, CA. 

Compensation Range

The company anticipates offering  an annual salary range between $85,000 to $91,000 for this position at the time of hire. This range includes base salary and does not include possible overtime for non-exempt employees or any applicable performance-based incentives or commissions.

Annual Merit Increase

Employees are eligible for a discretionary yearly merit-based salary adjustment, based on individual performance and company results.

Comprehensive Benefits Package

We provide a robust benefits package designed to support your health, financial security, and work-life balance including:

• Medical, Dental & Vision Insurance options
• Voluntary Lines including hospital indemnity, accident, and critical illness policies
• Company Paid HRA (with enrollment in certain health plans)
• Company Paid Basic Term Life Insurance
  • Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees
  • $25,000 for part-time employees
• Company Paid Long-Term Disability Insurance for Full-Time Employees
• Company Paid Telehealth Services Membership (Teladoc)
• Company Paid Employee Assistance Program (EAP)
• 401(k) Retirement Plan
  • Employer-funded safe harbor contribution of 3% of employee's eligible earnings
  • Discretionary employer match on employee contributions 
• Flexible Spending Accounts
  • HSA
  • Medical FSA
  • Dependent Care FSA
  • Limited Purpose FSA
• Paid Time Off
  • Vacation accruals based on status and tenure within company
  • 12 sick days accrued annually for full-time employees
  • 1 hour for every 30 hours worked for part-time employees
  • 11 paid holidays (eligible after 90 days of employment)
• Travel Expense Reimbursement
  • All necessary and work-related travel expenses will be reimbursed in accordance with company policy

The preceding list of duties does not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned, as departmental and operational needs require.