Manager, Services Desk

APGFCU•Edgewood, MD

60d•$74,000 - $125,800•Onsite

About The Position

The Manager, Service Desk is responsible for the supervision, management, maintenance, and coordination of the centralized IT Service Desk resources to ensure the timely delivery of IT services to achieve superior employee experience. The Service Desk Manager handles IT-related incident resolution and request fulfillment to APGFCU end users in a fast-paced environment. This individual will lead the Service Desk team in the areas of desktop and system support, operational support, on-call management, scripting and reporting. This individual will shape modern ITSM systems and practices focusing on optimizing IT service delivery, implementing automation, self-service, and integrations with enterprise systems. This individual will ensure timely resolution of support requests, manage ticket prioritization and manage and maintain SLAs. They will also oversee service desk and desktop support operations, monitor and report performance metrics and implement continuous improvement strategies.

Requirements

Bachelor’s degree in information technology or related field is highly desired. Experience can be credited in lieu of education.
An industry certification such as CompTIA, ITIL v4, Microsoft, Cisco, Citrix, Azure/AWS required.
Minimum of 5 years of work experience in IT support or systems administration with 3 years in a IT support leadership in an environment consisting of on-premises and cloud-based technologies.
Proven ability to manage teams supporting large-scale, mission-critical IT systems.
Demonstrated knowledge and understanding of Microsoft Windows Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.
Proficiency in networking standards and protocols like DNS, TCP/IP, DHCP, LDAP.
Hands-on experience with OS and application installations and troubleshooting is required.
Experience managing the work of others, ability to set goals and KPIs, ability to measure performance against KPIs and take appropriate action to correct poor performance.
Knowledge and hands-on experience of financial institution applications/systems is preferred.
Requires strong analytical skills to assess issues, identify root causes, and drive effective support solutions.
Strong understanding of service desk operations, including request logging, performance tracking, and customer service standards.
Strong interpersonal and communication skills; able to translate technical issues to non-technical people in written, verbal, and non-verbal communications.
Strong interpersonal and leadership skills with experience handling conflict resolution.
Proficiency in documenting processes, producing reports, and presenting findings in clear, user-friendly language.
Extensive knowledge of networking and Microsoft technologies (Windows 11/Azure/Entra) is highly desired.
The ideal candidate will have a strong background in Systems and / or Network administration.

Responsibilities

Manage day-to-day operations of IT service desk including ticket assignment, escalation and resolution
Develop, implement and maintain Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) focusing on response times, resolution times and user satisfaction.
Manage the Service Desk team, including staffing levels, recruitment, training, and performance management to meet and exceed KPIs and SLAs
Manage and monitor ticket and service desk phone queues and ensure calls and tickets are resolved in accordance with established SLAs and service standards
Recruit, train, develop and mentor service desk staff to meet performance goals.
Foster and maintain relationships with management outside the department to ensure end user satisfaction.
Interfaces with all credit union departments to ensure they are all utilizing the system effectively and efficiently and where appropriate implements or makes innovation/improvement recommendations to the IT leadership team.
Serves as the primary escalation point for complex or high impact technical issues and user concerns.
Promote teamwork and knowledge transfer within service desk team and with other IT teams.
Promote a culture of high-performance, continuous improvement and commitment to quality and accountability.
Establish measurable individual and team goals that are aligned with APGFCU IT and credit union strategic objectives.
Supports new employee onboarding and training processes to ensure employees are receiving effective guidance on the use of day-to-day business systems managed by IT.
Aids in development of documentation, eLearning modules and other LMS-based resources for all employees.
Manage scheduling to ensure business hours coverage and on-call rotation for after-hours emergencies.
Lead internal technical project teams on system deployments, upgrades, and migrations.
Provide upstream reporting, metrics and analysis on service desk performance, quality and user satisfaction.
Manage administrative tasks: leave requests, timecards, and performance reviews.
Collaborate with IT management and other stakeholders across different areas of APGFCU to ensure seamless alignment of support services with organizational goals, timely resolution of technical issues, and continuous improvement of service delivery standards.
Aids in the development of modern ITSM solution practices rooted in ITIL 4 best practices, regulatory requirements, and modern digital workplace expectations.
Continuously review and improve service desk procedures, implementing best practices for incident management and resolution.
Establishes and supports the maintenance of a centralized knowledgebase for IT support issues and documentation.
Develops self-service capabilities to help with ticket deflection and educates end users on proactive and preventative issue management.
Provide hands-on support to end users on level II and Level III requests and serve as escalation point for issues.
Perform service desk trend analysis; recommend and implement solutions to reduce recurring issues.
Implement, manage, maintain and audit comprehensive asset management for end user desktops, laptops and mobile devices.
Maintains configuration management database (CMDB) for housing and tracking all asset assignment and endpoint information.
Develop and maintain SOPs, knowledge base articles, and user support documentation.
Manage workflow within the service desk team to include triage, escalation and communication.
Manages and documents the access to APGFCU systems including processes for user onboarding, offboarding and access changes.
Direct and manage third party providers to ensure products and services are operating as expected.
Aids in the development of an annual budget for new purchases and upgrades to end user devices and applications (PC, scanners, etc.).
Works closely with IT leadership team on the annual budget management process.
Work in conjunction with other IT team members to implement controls to maintain data security in accordance with APGFCUs security policies and industry best practices.
Remain current with developments in the information technology field and their potential impact on the credit union's present and future needs.
Continue technical professional development through seminars and workshops, membership in technical and professional organizations, and through reading technical publications and journals.
Sets professional development goals for service desk staff and direct reports to ensure a focus on continual learning and improvement, attainment of certifications to remain relevant and ahead of industry and technology changes.
Network with others in the credit union industry and interface with vendors.
Maintain certifications requirements and work towards acquiring new certifications as required.
Perform additional responsibilities as assigned.
Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).