IT Service Desk Manager

Job Description

Job Description

POSITION SUMMARY

Responsible for managing the daily operations and technical execution of the IT Service Desk. Ensures timely follow-through and resolution of employee technology needs, reinforces service standards established by IT leadership, and develops a technically capable, accountable, and eager-to-help support team.

 

ESSENTIAL FUNCTIONS

1. Lead and mentor Service Desk team, providing ongoing feedback and technical guidance to improve troubleshooting, communication, documentation, productivity, accountability, and service delivery.
   

1. Direct daily Service Desk operations, including staff coverage, workload distribution, queue priorities, ticket backlog, aging, unresolved issues, and timely problem resolution.
   

1. Monitor, analyze, and report Service Desk performance against established KPIs, SLAs, and service expectations; identify trends and performance gaps and take appropriate operational corrective action.
   

1. Model and reinforce an eager-to-help service culture, ensuring employees are treated with patience, professionalism, responsiveness, and a genuine willingness to assist. Coach the team to take ownership, communicate proactively, and follow through to resolution.
   

1. Maintain strong technical proficiency and knowledge of Service Desk technologies to guide complex troubleshooting, support escalated issues, and provide direct technical assistance when operational needs require it.
   

1. Ensure Service Desk team consistently follows established processes, procedures, documentation standards, communication expectations, and service commitments.
   

1. Identify opportunities to improve Service Desk operations, processes, tools, and service delivery; recommend improvements to IT leadership and implement approved changes within the Service Desk.
   

1. Manage Service Desk personnel and technology tools to optimize operational performance, efficiency, and service delivery. Evaluate the effective use of existing tools and recommend enhancements or new technologies to IT leadership.
   

1. Manage operational escalations and coordinate with vendors, and other technology teams to ensure clear ownership and timely resolution.
   

1. Ensure Service Desk knowledge articles, procedures, and technical documentation are created, maintained, and used consistently by the team.
   

1. Coordinate Service Desk responsibilities for employee onboarding, transfers, and terminations, ensuring assigned equipment, account, access, and technology tasks are completed accurately and on time.
   

1. Communicate recurring issues, service risks, resource constraints, and improvement opportunities to IT leadership with recommended next steps.
   

1. Represent the credit union to members and staff in a courteous, professional manner.
   

1. Maintain knowledge of and comply with federal regulations such as the Bank Secrecy Act as well as credit union security protocols it relates to this position.
   

1. Perform other duties as assigned by management.

 

KNOWLEDGE SKILLS AND ABILITIES

- Ability to read and write.

- Ability to count and deal with numbers and details effectively.

- Ability to deal effectively with employees, other people and outside agencies, at all levels, orally, in writing, or by phone.

- Ability to provide courteous and professional service to employees.

- Ability to effectively and efficiently communicate orally, in writing, and by phone.

- Ability to analyze situations related to position and make sound decisions.

- Ability to learn, apply, and communicate knowledge of credit union products, services, loan policies and procedures.

- In-depth knowledge of IT systems, hardware, software, and troubleshooting techniques.

- Analytical mindset with the ability to analyze data and performance metrics.

- Ability to provide exceptional internal customer service by demonstrating an approachable, patient, solution-oriented, and eager-to-help attitude.

- Ability to lead, coach, and manage employee performance while promoting team accountability.

- Knowledge of ITSM principles and incident, service request, problem, SLA, escalation, and knowledge-management practices.

- Ability to evaluate, configure, optimize, and support IT Service Desk technologies, including ITSM platforms, endpoint-management tools, remote-support tools, knowledge systems, and end-user support technologies.

- Ability to troubleshoot technical issues and perform root-cause analysis across Microsoft 365, Windows endpoints, identity and access, hardware, networking, and enterprise applications.

- Ability to prioritize competing operational demands and ensure timely follow-through in a fast-paced environment.

- Ability to develop clear procedures, knowledge articles, technical documentation, and operational reports suitable for executive review.

- Ability to manage vendor and cross-functional escalations while maintaining clear ownership, timely follow-through, and effective communication.

- Ability to use a calculator.

- Ability to type accurately.

- Ability to use and learn office machines (i.e., copier, fax, terminals).

- Ability to lift and carry equipment.

- Ability to operate a motor vehicle.

TRAINING AND EXPERIENCE

High school diploma or equivalent required. An associate’s or bachelor’s degree in information technology, computer science, or a related field is preferred. ITIL, CompTIA, Microsoft, or a comparable information technology certification is also preferred. Minimum of three years of progressively responsible IT support experience, including at least two years in a lead, supervisory, or management role, and demonstrated experience in a Service Desk environment required. 

Salary: DOE
FLSA Status: Exempt
Reports to: Assistant VP, Information Services
Location: Perkins Branch