Mgr, IT Service & Support

SCCU Career • Miramar, FL

2d

About The Position

At Space Coast Credit Union (SCCU) , our members are at the heart of everything we do. Since 1951, we’ve been committed to delivering financial services founded on integrity and a people-first philosophy. As the Manager, IT Service and Support you will oversees the IT Service and Support organization, including all service desk, application support, and field technicians in our large geographic footprint, and ensures that end users receive best-in-class technical assistance. A primary responsibility for the role will be the development of IT service management in the organization and monitoring/maintaining service levels. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Why Join SCCU? Member-Focused Mission : Be part of a not-for-profit organization that reinvests in its members. Flexible Schedule Options Career Growth : We prioritize internal promotions and offer on-the-job training.

Requirements

• Bachelor’s degree in Computer Science or other related field is required, ITIL certification strongly preferred.
• 8-10 years of experience required in IT Service Management.

Responsibilities

• Work with IT Operations leadership team to Identify and define services/processes offered
• Revise and upgrade service offerings to reflect the evolving needs of the business
• Own and lead activities related to endpoint management: service desk, deskside support, mobility, application support, asset procurement, AV/conference room technology support
• Constantly drive and improve the overall IT customer experience
• Supervision and development of the IT Service and Support team
• Assist and mentor team to provide quality service to end users including support for hardware, software, printing, applications, and mobile devices
• Develop performance standards in relation to established service level agreements
• Measure service performance and develop strategies to improve process
• Drive continuous improvement initiatives related to IT service delivery
• Manage ticket escalation and resolve technical issues

Benefits

• Health & Wellness: Medical, dental, and vision insurance, plus an Employee Assistance Program.
• Financial Perks: 401(k) match (5%), HSA match, and SCCU-paid insurance (short/long-term disability, life insurance).
• Education Support: Tuition reimbursement after one year of service.
• Generous Time Off: 20+ days of PTO, birthday PTO, and 11 federal holidays.
• Exclusive Discounts: Lower rates on loans, credit cards, and no fee SCCU accounts!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager