IT Service Desk Manager

IT Service Desk Manager United Bankers' Bank 2 Meridian Crossings #600, Richfield, MN 55423 Job Description People Leadership & Development Servant Leadership: Foster a supportive, collaborative team culture that prioritizes professional growth and accountability. Performance Management: Set clear expectations, deliver regular feedback, and conduct formal annual evaluations of the support service team members. Capacity Management: Oversee team capacity across incidents, major service requests, and projects to ensure balanced workloads and timely delivery. Build Team: Foster a team environment both within IT and through interactions across the entire organization. On-Call Management: Manage the on-call rotation. Personally provide Tier II after-hours support and escalation as required. Service Excellence & Quality Assurance Foster High Standards: Have intrinsically high expectations of personal and team performance. Service Design: Plan, design, and continuously improve the Service Desk according to industry best practices and internal customer feedback. Performance Reporting: Track and analyze trends in Service Desk demand. Generate statistical reports and communicate performance, including monthly reporting. SLA/SLO Management: Establish SLAs and Service Level Objectives (SLOs) to set clear incident resolution expectations. Operations & Incident Management Priority Oversight: Manage work priorities for the team. Process Standardization: Develop procedures outlining how incidents are identified, documented, assigned, and corrected. Problem Management: Analyze Service Desk activity and documented resolutions to identify problem areas; devise and deliver solutions to enhance service quality and prevent future issues. Administration & Compliance Change Management: Lead the Change Approval Board (CAB). Procurement: Partner with IT leadership, business units, and the Enterprise Architecture Board to identify and procure hardware and software. Budgeting: Prepare budget recommendations and manage proposed operational expenditures. Audit & Examination: Collect and prepare materials for audit and examination requests and respond to findings. Business Continuity: Support BCP tests and updates to ensure organizational resilience. Education & Experience Bachelor’s Degree and 5 years of related full-time work experience in IT, or a master's degree and 3 years of related work experience Familiarity with the principles of ITIL Strong customer service orientation Excellent written, oral, and interpersonal communication skills Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Ability to present ideas in clear, plain language Highly self-motivated and directed Attention to detail Strong supervisory and leadership skills Benefits Medical, Dental, and Vision HSA with a generous company contribution Medical and Dependent Care Flexible Spending Accounts 401(k) plan with a 3% company contribution, plus up to an additional 1% match – Roth option available 12 Paid holidays Pay Range $108,000.00 - $125,000.00 Salary; depending on education, qualifications, experience Annual bonus target: 10% of annual pay dependent on company and personal performance United Bankers’ Bank is an EEO/AA employer: All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by law. #J-18808-Ljbffr