Assistant Manager, IT Support

Steinbach Credit Union • Winnipeg, MB

3d

About The Position

The Assistant Manager, IT Support provides hands-on leadership for the day-to-day operations of SCU’s IT Helpdesk and frontline technology support services. This role is responsible for ensuring consistent, high-quality support across the organization while leading, coaching, and developing IT support staff. In addition, the role oversees endpoint and hardware lifecycle management, ensuring devices are deployed, maintained, and refreshed efficiently to support a reliable and productive end-user experience.

Requirements

• Post-secondary education in Information Technology or a related discipline, or an equivalent combination of education and relevant experience.
• 4–6 years of experience working in an IT support or service desk environment.
• Demonstrated leadership, coaching, or supervisory experience in a technical support setting.
• Strong customer service orientation with a focus on delivering positive end-user experiences.
• Experience supporting Microsoft-centric environments, including Windows endpoints and Microsoft 365
• Proven ability to manage competing priorities, analyze service desk data, and drive process and service improvements.

Responsibilities

• Lead day-to-day IT Helpdesk operations to ensure reliable, efficient, and consistent frontline technology support.
• Act as an escalation point for complex incidents and service disruptions, coordinating timely investigation and resolution.
• Define, monitor, and report on service standards and key performance indicators, including response times, resolution times, and customer satisfaction.
• Champion a customer-first approach to IT support, ensuring positive, professional end-user experiences.
• Streamline ticket intake, triage, and resolution workflows to improve speed, consistency, and service quality.
• Oversee IT asset management, including accurate inventory tracking, lifecycle governance, and endpoint hardware refresh planning.
• Ensure consistent support and maintenance of end-user technologies, including Windows devices and Microsoft 365 tools.
• Manage, coach, and develop frontline IT support staff, including hiring, onboarding, training, scheduling, and ongoing feedback.
• Use service desk metrics and user feedback to identify, recommend, and implement continuous improvement initiatives.
• Collaborate with internal stakeholders and vendors to ensure technology services effectively support business productivity and organizational goals.

Benefits

• competitive annual salary
• variable compensation
• matched pension plan
• Extended medical, dental, vision benefits
• health spending account
• Critical Illness insurance
• Life insurance
• AD&D insurance
• Employee Assistance programs
• Employee Banking benefits (i.e. free chequing account, low interest MasterCard, bonus rate on deposit and lending products)
• Opportunities for professional development
• Clothing allowance
• Free parking at all locations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree