IT Support Manager

IT Support Manager

Information Technology Support Leadership Opportunity

About the Role

We are seeking an IT Support Manager to lead and mentor a team of IT Support Specialists while overseeing day-to-day technology support operations. This role is responsible for maintaining service levels, managing support queues, coordinating work assignments, supporting hardware and software needs, and ensuring staff receive timely, effective technical assistance.

What You'll Do

• Lead, coach, and support the IT Support Specialist team, including planning and balancing daily workloads.
• Oversee helpdesk operations, service levels, work queues, escalations, scheduling, and staff questions.
• Manage computer setup, installation, troubleshooting, upgrades, maintenance, and support for new branch expansions.
• Research, purchase, and maintain hardware, software, and mobile devices needed to meet user requirements.
• Troubleshoot and resolve technical issues involving hardware, software, networks, and office applications.
• Coordinate support activities with network administrators, system administrators, internal teams, and vendors.
• Provide phone, in-person, and online support to end users and assist with user training as needed.
• Contribute to short- and long-range departmental planning to ensure technology solutions meet the evolving needs of the Credit Union and its members.
• Drive process improvement and lead special projects as assigned.

What We're Looking For

• Three to five years of similar or related IT support experience.
• Two years of college education, completion of a specialized trade-specific program, or equivalent extensive in-house training or apprenticeship experience.
• Strong leadership skills with the ability to guide, mentor, coordinate, and prioritize the work of a technical support team.
• Advanced understanding of web browsers, web-based systems, PC and Mac hardware, mobile technologies, and how systems interact within a credit union environment.
• Ability to troubleshoot technical issues, manage escalations, communicate clearly with users of varied technical backgrounds, and maintain effective working relationships.
• Experience operating standard office equipment, planning and managing projects, maintaining accurate records, and using relevant software applications.
• Strong organization and time-management skills, with the ability to adapt to changing priorities and apply logical, analytical problem-solving skills.
• Commitment to excellent service, teamwork, collaboration, continuous improvement, and professional courtesy when assisting members, vendors, and internal teams.
• Knowledge of Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) compliance requirements, including annual training expectations.

Why Join Us

In this role, you will have the opportunity to make a meaningful impact by supporting the people, systems, and technology that keep our organization moving forward. You will help shape the IT support experience, strengthen service delivery, and contribute to solutions that support both staff and members.

Apply Today

If you are a collaborative IT professional who enjoys leading others, solving problems, and delivering excellent technical support, we encourage you to apply for the Support Specialist Manager position.