Help Desk Manager

CCU•Lake Forest, IL

8d•Hybrid

About The Position

Lead. Innovate. Elevate the Employee Technology Experience. At Consumers Credit Union, we're committed to delivering exceptional service, not only to our members, but also to the employees who support them every day. We're looking for a Help Desk Manager to lead a high-performing support team and drive the delivery of outstanding technology services across our organization. This is an exciting opportunity for a service-oriented technology leader who enjoys building strong teams, improving processes, leveraging automation and AI, and creating a seamless support experience in a fast-growing, multi-location environment.

Requirements

Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field
8+ years of IT Support or Service Desk experience, including leadership responsibilities, in lieu of a degree
6+ years of experience in IT Support, Service Desk, or a related technical support environment
3+ years of direct people management experience
Proven experience leading teams, improving service delivery, and driving operational excellence

Nice To Haves

HDI Support Center Manager Certification
ITIL Foundation Certification

Responsibilities

Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations.
Coach, develop, and inspire a team of Service Desk professionals while fostering an engaging and collaborative work environment.
Monitor and improve service performance through KPIs, SLAs, customer satisfaction metrics, and operational reporting.
Analyze support trends and operational data to identify opportunities for process improvement, issue prevention, and capacity planning.
Drive scalability through workflow optimization, automation, self-service enhancements, and the adoption of AI-driven solutions.
Administer and continuously improve the Service Desk platform, including workflows, dashboards, reporting, and automation capabilities.
Develop and maintain knowledge base content, end-user documentation, and self-service resources.
Partner with Infrastructure, Information Security, Application teams, and third-party vendors to resolve issues and support enterprise initiatives.
Ensure adherence to IT controls, security standards, data protection requirements, audit readiness, and change management practices.
Lead staffing, onboarding, performance management, and career development efforts for the Service Desk team.