IT Service Support Manager

United Federal Credit Union•Saint Joseph, MI

2d•Remote

About The Position

The IT Service Support Manager is responsible for overseeing IT Service Support and Service Support Analysts to ensure that all activities are designed to deliver a quality user experience. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Support functions. The IT Service and Support Manager is also responsible for making sure that end users receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The IT Service and Support Manager is responsible for staffing capacity planning, service process design, performance analysis, and developing proactive solutions for continuous process improvement. The IT Service and Support Manager is also responsible for the configuration and maintenance of the ESM/ITSM platform.

Requirements

Bachelor’s degree in business administration, Computer Science or a related field, or two years of relevant work experience required.
A minimum of three years’ supervisory experience required, with 5 years direct Service Support management experience preferred.
Experience overseeing small to mid-scale programs or projects required.
Project management certification (Project+, CAPM, PMP, etc.) required within 12 months of hire.
Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances.
Demonstrated communication skills and an effective, positive approach to staff relationships and customer service.
Proven leadership skills in a fast-paced, dynamic organization with a team of diverse professionals
Expertise with MS Windows, MS Office, networking, printers, and computer hardware usage in a business environment
Strong organizational skills
A thorough understanding of the overall Credit Union operations
Knowledge of ITIL framework best practices, system administration methods and tools, and standard Service Support KPIs

Nice To Haves

Certification such as MCP, MCSA, and ITIL preferred.
Experience implementing or operating within an IT framework such as ITIL or COBIT preferred.
Experience with DNA from FISERV Automation, and other business software specific to UFCU is considered valuable.

Responsibilities

Lead and supervise IT personnel, ensuring optimal team and individual performance towards organization goals. Provide the resources and opportunities for personal growth to maintain a motivated and skilled technology team.
Understand organization priorities, products, strategies, and plans, and proactively translate those into technological solutions to meet the business needs.
Oversee provision of end-user services, including service support, technical support, and maintenance of the organization’s desktop computing environment. Ensure alignment with the business objectives and priorities.
Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. Analyze performance of team activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Ensure the configuration of the ESM platform aligns with delivering business needs while adhering to ITIL best practices.
Function as advanced level escalation contact for Service Support teams to analyze complex issues and facilitate resolution by utilizing deep technical knowledge of system administration and design.
Align processes with the ITIL technical framework best practices, to govern and produce consistent results from Service Support teams.
Assess need for any system reconfigurations (minor or significant) based on request trends and oversee the necessary adjustments.

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