IT Service Desk Supervisor

Company Description

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

Job Description

The IT Service Desk Supervisor's role is to lead and continuously improve IT Service Desk operations by developing team members, driving service quality, coordinating major incident response, maintaining effective support processes, and ensuring a consistent, high-quality support experience for employees and business partners.

Essential Functions

• Lead, coach, mentor, and develop Service Desk staff.
• Support hiring, onboarding, goal setting, performance management, and career development while building a culture of accountability, collaboration, and customer service.
• Oversee daily Service Desk operations and support delivery. Monitor workload, service levels, ticket activity, and team performance to ensure support is timely, consistent, and aligned to business needs.
• Serve as an escalation point for complex customer and technical issues. Coordinate with the appropriate technology teams to support timely resolution and clear communication
• Lead coordination during major incidents and service disruptions. Support clear communication, escalation, resolution activities, post-incident reviews, and follow-up actions.
• Identify recurring issues, support root cause analysis, and help implement improvements that reduce repeat incidents and improve service quality.
• Maintain support procedures, technical documentation, knowledge resources, and self-service content. Ensure information is accurate, current, easy to find, and easy to follow.
• Track service levels, service trends, ticket activity, and team performance. Provide reporting and recommendations to leadership in coordination with ITSM/ServiceNow.
• Build strong working relationships with employees, business partners, and technology teams. Address recurring pain points, support service-related initiatives, and provide input on support model improvements.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• Associate's Degree In business, IT or related area, preferred
• 4+ Years experience in IT or help desk environment, required
• 2+ Years supervisory or leadership experience, required

Technical or Specialized Knowledge/Skills:

• Knowledge and troubleshooting experience with IT technologies including hardware and software. various web applications, client/server applications, identity and access management, and general network troubleshooting.
• Familiar with Service Management processes and ITSM best practices to include Incident, Request, Problem, and Knowledge Management.
• Report creation, data manipulation, and metric based decision-making experience.
• Ability to work flexible schedule
• Strong attention to detail with an aptitude for technical documentation.
• Excellent organization, time management, and prioritization skills.
• Ability to work alone or with little supervision.
• Excellent verbal and written communications skills.
• Strong customer focus and relationship skills with the ability to work with employees at all skill levels.

Additional Information

PAY RANGE: $93,000 to $108,000 Annually (I15), plus 10% annual target bonus.
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 08/31/2026. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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