PC Tech Supervisor

At Jack Henry, we're more than a technology company; we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence, then we'd love to meet you.

Our Enterprise IT team is excited to announce a new leadership opportunity! We are seeking a supervisor to oversee our PC Tech Support team, which is responsible for managing and troubleshooting Jack Henry physical devices. You will ensure the team provides professional and courteous customer support while maintaining the availability of hardware and software. Additionally, you will keep management informed of schedules, priorities, and any issues, all while operating with an associate experience mindset. You will also be responsible for asset and inventory tracking within the ServiceNow system.

This position will be based to work from our Springfield, MO office.

What you'll be responsible for:

• Supervises and coordinates the IT PC Tech Support staff.
  1. Supervise, train, and mentor a team of PC technicians and support staff; Schedule and assign tasks, monitor performance, and provide feedback.
  2. Schedules staff to adequately handle any internal requests and problems.
  3. Advises support staff concerning administrative procedures, technical problems, and priorities.
  4. Ensures that support staff receives the appropriate training and remain knowledgeable about the company's products and systems.
  5. Consults with management on disciplinary actions and proceedings.
• Provide oversight of inventory and assets across locations, including weekly inventory counts.
• Ensures availability of hardware and software to internal customers and employees by ensuring hardware and software works properly and individuals have the available tools needed to perform their functions. Provides "loaner" devices when necessary.
• Assists with analyses and preparing reports on progress, work trends, and problems.
  1. Partners with leadership to develop team of techs that will monitor asset performance and other dashboards proactively
  2. Develops dashboards in Lakeside to monitor asset performance and associate performance
• Keeps the management team informed on status of employees' problems and of internal technical support activities as necessary.
• Improves quality and responsiveness of corporate support services.
• Develop and implement standard operating procedures for tech support.
• Implement and monitor Key Performance Indicators (KPIs) for evaluating performance, ensuring the effectiveness of the PC Technicians team, and achieving organizational goals.
• Encourages techs to work with an associate experience mindset and "What else can I do for You" mentality
  1. Views the jh associates as their customer and communicates to the technicians expectations
  2. Ensure high levels of satisfaction and effective communication with end-users.
• Assists management with evaluating and developing Employee Support Center programs and policies.
• Ensures proper stock of endpoints and peripherals within budget
  1. Delivers weekly and monthly reports regarding assets and inventory
• Supports team performing A/V daily checks onsite and during planned events to ensure operating as expected
• Works with and supports VIP Executive support technician
• Collaborate with other departments to understand technology needs and implement solutions.
• Act as the point of contact for escalated technical issues and customer service concerns.
• May perform other duties as assigned.

What you'll need to have:

• Must have at least 6 years of experience in IT Support, specializing in delivering exceptional customer service for hardware and software issues.
• Must be able to work on-call for critical issues as needed.
• Must be able to travel to various Jack Henry offices up to 25% of the time to meet with team members and provide on-site support as needed.
• Must be able to work onsite at either the Springfield, MO or Monett, MO office.

What would be nice for you to have:

• Experience with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are a plus.
• Proficiency in data analytics to measure team performance is a plus.
• Experience with ServiceNow.
• Certifications in ITIL and ITSM are desirable.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.