IT Technical Support Manager

SRP FEDERAL CREDIT UNION•North Augusta, SC

About The Position

Under the general direction of AVP – IT I & O, The IT Technical Support Manager position manages and supports the day-to-day operations for the Technical Support Team, providing strategy and tactics to improve the end user experience and build IT brand confidence and loyalty. The focus is to drive the business forward in creating stronger relationships and creating operational efficiency. This role is responsible for the overall structure of team, assessing resource needs, hiring and training, performance reviews, tracking and responding to ticket Service Level Agreements (SLA's) and deliverables of the team. Must interface with all levels of personnel in all areas of credit union operations and with multiple external vendors and technicians

Requirements

Strategic, results-oriented thinker with a collaborative leadership style.
Strong project management skills with the ability to manage multiple priorities and cross-functional teams.
Excellent analytical, creative, and problem-solving abilities.
Clear communicator able to present data and insights effectively to senior leadership.
College, university, or equivalent degree in IT, IT Service Management or related field required.
7+ years of experience in the IT field and at least 3+ years of experience managing an IT Service Desk in large, distributed corporate environments.
Thorough knowledge of IT Service Management practices, including IT security.
Excellent problem-solving skills required.
To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software.
Advanced proficiency in Microsoft Intune, Active Directory, Group Policy, and Azure AD/Entra ID is required for effective endpoint and identity management.
The role demands expert-level knowledge of Windows configuration and troubleshooting, alongside hands-on experience with EDR/AV security consoles, IAM tools for user lifecycle management, and ITSM platforms for ticketing and reporting.
Additionally, candidates must possess strong skills in the Microsoft 365 Suite and the aptitude to quickly master specialized banking and financial software applications.
May be required to stand, use hands, and reach with arms.
May be required to walk, stoop, kneel, or crouch; occasionally required to sit, climb, or balance.
Must be able to lift up to 25 lbs.
Requires ability to communicate effectively in person, on the phone, and via digital channels.
Vision requirements include close, distance, and peripheral vision, as well as depth perception and focus adjustment.

Nice To Haves

Certifications in ITIL, or equivalent, preferred.
Experience with credit union system preferred.

Responsibilities

Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit-based approach".
Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies.
Develops, directs, trains, and manages department personnel.
Sets clear objectives, evaluates progress and promotes a high-performance culture with focus on teamwork, service excellence, and ownership for resolving internal customer issues.
Establishes and maintains departmental performance standards, rules, procedures, and guidelines; ensuring compliance with all applicable laws, regulations, and company policies.
Encourages open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
Collaborates with team members to receive feedback about service structure to improve performance and productivity.
Manage the Service Desk: Oversee the daily allocation of IT tickets, reviewing priorities and taking appropriate action to ensure operational results are achieved. Provide triage and tier 1 support for multiple IT departments.
SLA Management: Establish Service Level Agreements (SLAs) and drive team performance to ensure tickets are resolved within defined timeframes.
Performance Reporting: Develop and analyze daily, weekly, and monthly reports on team productivity, resource efficiency, trends, and customer feedback to optimize Service Desk performance.
Process Improvement: Review problem-solving processes (including successful/unsuccessful decisions) to drive continuous improvement. Research, establish, and refine departmental policies and procedures to align with industry standards.
Modern Device Management: Manage workstations and endpoints utilizing Microsoft Intune, ensuring devices remain compliant, updated, and functional.
Policy Management: Oversee configuration and maintenance of Group Policies (GPO) within Active Directory and configuration profiles in Azure AD/Entra ID to standardize workstation behavior and security.
Secure Imaging: Develop and maintain secure OS images and configuration baselines for workstations, strictly adhering to the adopted framework.
Hardware & Peripherals: Provide high-level support for workstations and peripherals; manage the lifecycle of hardware from procurement to retirement.
User Provisioning: Manage the end-to-end lifecycle of user accounts (onboarding, role changes, offboarding) across AD, Azure, and business applications.
Security Auditing: Conduct regular audits of user accounts and access controls to ensure "least privilege" access and compliance with security policies.
Threat Protection: Monitor Antivirus (AV) and Endpoint Detection & Response (EDR) solutions to prevent, detect, and remediate security threats.
Asset Inventory: Maintain accurate inventory management of computer equipment, peripherals, and software licenses.
Client Relationships: Liaison with internal stakeholders to understand their operational goals and build long-term relationships; participate in the planning and delivery of IT changes and new functions.
Documentation: Ensure high-quality, up-to-date documentation (standards, processes, procedures) exists for all service arrangements, technical configurations, and knowledge base articles.
Directly supervises the Technical Support Services team. Carry out supervisory responsibilities in accordance with organization’s policies, procedures and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.