IT Service Delivery Supervisor

Blue Federal Credit Union • Cheyenne, WY

87d • $62,342 - $69,763

About The Position

At Blue, we discover pathways to realize your possibilities! The IT Service Delivery Supervisor is responsible for all end-user technology services, with a focus on service desk operations, device lifecycle management, collaboration systems, and Microsoft 365 administration. This role ensures consistent, dependable, and secure technology experience across the organization by leading service desk staff, implementing automation, and administering Microsoft 365 environments.

Requirements

• 3+ years of experience in IT service delivery, service desk management, or IT operations.
• 3+ years of hands-on experience with Microsoft 365 administration, Intune, and collaboration platforms.
• Strong understanding of ITIL practices and service management frameworks.
• Proven ability to lead technical teams, manage multiple priorities, and drive process improvement.
• Experience with automation tools (PowerShell, Power Automate, or similar).
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Certifications such as ITIL 4, Microsoft Certified Administrator Associate / Expert a plus.

Responsibilities

• Lead the IT Service Desk team to ensure timely resolution of incidents and service requests.
• Establish and monitor KPIs/SLAs that support performance, customer satisfaction, and ticket resolution.
• Develop and maintain IT knowledge base, self-service tools, and end-user documentation.
• Drive continuous improvement in service delivery, leveraging automation and best practices and analyzing trends to reduce repeat service incidents.
• Administer and optimize Microsoft 365 services including Teams, SharePoint, Exchange Online, OneDrive, and Intune.
• Develop and deploy automation workflows (Power Automate, scripting, Intune policies) to streamline IT operations.
• Administer user access, security, and compliance policies in alignment with organizational standards and regulatory requirements.
• Supervise and mentor IT service desk staff, providing coaching and development opportunities.
• Partner with cybersecurity, infrastructure, application, and core teams to ensure end-to-end service quality.
• Participate in IT planning and budgeting, ensuring efficient use of resources and adherence to assigned budgets.
• Advocate for technology solutions that enhance productivity and user experience.
• Manage lifecycle of desktops, laptops, mobile devices, and peripherals.
• Maintain accurate asset inventory, license compliance, and budget alignment.
• Standardize procurement, deployment, imaging, and retirement processes.
• Manage and support conference room audio/visual systems, including Microsoft Teams Rooms and video conferencing solutions.
• Ensure consistent user experience for in-office and remote collaboration.
• Partner with facilities and business teams to deliver seamless meeting experiences.

Benefits

• Starting Range: $62,342.04 - $69,763.72
• Full Range: $59,373.38 - $89,060.07

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree