Help Desk Manager

Consumers Credit Union; Lake Forest (IL); Hybrid; USD 78,200 - 125,114; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Consumers Credit Union is seeking a Help Desk Manager to lead a high-performing Service Desk and drive delivery of outstanding technology services across the organization. The role requires strong leadership, a service-oriented mindset, and expertise in optimizing operations with automation and AI.

Based in Lake Forest, IL, the position is hybrid with 4 days/week onsite and occasional travel to other CCU locations.

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field
• 8+ years IT Support or Service Desk experience, including leadership responsibilities, in lieu of a degree
• 6+ years of experience in IT Support, Service Desk, or a related technical support environment
• 3+ years of direct people management experience
• Proven experience leading teams, improving service delivery, and driving operational excellence
• HDI Support Center Manager Certification - preferred
• ITIL Foundation Certification - preferred

Responsibilities

• Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations.
• Coach, develop, and inspire a team of Service Desk professionals while fostering an engaging and collaborative work environment.
• Monitor and improve service performance through KPIs, SLAs, customer satisfaction metrics, and operational reporting.
• Analyze support trends and operational data to identify opportunities for process improvement, issue prevention, and capacity planning.
• Drive scalability through workflow optimization, automation, self-service enhancements, and the adoption of AI-driven solutions.
• Administer and continuously improve the Service Desk platform, including workflows, dashboards, reporting, and automation capabilities.
• Develop and maintain knowledge base content, end-user documentation, and self-service resources.
• Partner with Infrastructure, Information Security, Application teams, and third-party vendors to resolve issues and support enterprise initiatives.
• Ensure adherence to IT controls, security standards, data protection requirements, audit readiness, and change management practices.
• Lead staffing, onboarding, performance management, and career development efforts for the Service Desk team.

Skills

Leadership

Team Management

Service Delivery

KPIs & SLAs

Automation & AI

Stakeholder Collaboration

Education

Bachelor's degree in IT/CS/IS

Job description

Lead. Innovate. Elevate the Employee Technology Experience.

At Consumers Credit Union, we're committed to delivering exceptional service, not only to our members, but also to the employees who support them every day. We're looking for a Help Desk Manager to lead a high-performing support team and drive the delivery of outstanding technology services across our organization.

This is an exciting opportunity for a service-oriented technology leader who enjoys building strong teams, improving processes, leveraging automation and AI, and creating a seamless support experience in a fast-growing, multi-location environment.

Location/Schedule:

• Hybrid schedule. 4 days/week required at our corporate office in Lake Forest, IL. Must be flexible to be onsite more based on business needs.
• Flexibility to be assigned an 'on call' schedule.
• Travel is required across Consumers Credit Union locations.
• Local Northern IL/Southeast WI candidates only!

What You'll Do

As the Help Desk Manager, you'll oversee the day-to-day operations of our Service Desk while driving continuous improvement and operational excellence. You'll serve as a key partner across IT and the organization, ensuring employees receive timely, effective support that enables them to do their best work.

Key Responsibilities

• Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations.
• Coach, develop, and inspire a team of Service Desk professionals while fostering an engaging and collaborative work environment.
• Monitor and improve service performance through KPIs, SLAs, customer satisfaction metrics, and operational reporting.
• Analyze support trends and operational data to identify opportunities for process improvement, issue prevention, and capacity planning.
• Drive scalability through workflow optimization, automation, self-service enhancements, and the adoption of AI-driven solutions.
• Administer and continuously improve the Service Desk platform, including workflows, dashboards, reporting, and automation capabilities.
• Develop and maintain knowledge base content, end-user documentation, and self-service resources.
• Partner with Infrastructure, Information Security, Application teams, and third-party vendors to resolve issues and support enterprise initiatives.
• Ensure adherence to IT controls, security standards, data protection requirements, audit readiness, and change management practices.
• Lead staffing, onboarding, performance management, and career development efforts for the Service Desk team.

What We're Looking For

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field
• 8+ years of IT Support or Service Desk experience, including leadership responsibilities, in lieu of a degree
• 6+ years of experience in IT Support, Service Desk, or a related technical support environment
• 3+ years of direct people management experience
• Proven experience leading teams, improving service delivery, and driving operational excellence
• HDI Support Center Manager Certification- preferred
• ITIL Foundation Certification- preferred

What Makes You Successful

You thrive in this role if you:

• Are passionate about delivering exceptional customer service.
• Enjoy leading and developing people.
• Embrace continuous improvement and process optimization.
• Can balance strategic thinking with hands-on operational leadership.
• Are excited by emerging technologies, automation, and AI-enabled support solutions.
• Build strong relationships and collaborate effectively across technical and business teams.
• Excel in fast-paced, growing environments where adaptability and innovation are valued.
• Availability to be scheduled between the following hours:
  • Monday - Friday: 7:30AM - 6:00PM, Rotating Saturdays: 8 AM - 2 PM.

Compensation

The annual salary range for this role is $78,198 to $125,114.

This role is eligible for an annual bonus opportunity. A specific salary offer considers factors including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case.

Consumers Credit Union provides eligible employees an opportunity to participate in our medical (High Deductible, HMO and PPO), dental, vision, spending accounts, short-term disability, long-term disability, life insurance and other plans effective date of hire. You will be eligible to participate in the 401(k) savings plan at any time. You will be automatically enrolled in the pension plan following six months of employment and 1,000 hours of service and reaching age 20.

For more information about benefit offerings, please visit our careers page: https://www.myconsumers.org/about/what-we-do/careers

Why Consumers Credit Union (CCU)?

Founded in 1930, we're a member-owned credit union headquartered in Lake Forest, IL, committed to helping people thrive financially. CCU has $4.4 billion in assets and serves more than 280,000 members, making it one of the largest credit unions in the state. You'll join a collaborative, people-first culture where innovation is encouraged, leadership has a direct line of sight to impact, and technology is central to delivering exceptional experiences. If you're energized by building modern capabilities (including AI) in an organization that moves quickly and values both results and relationships, you'll feel at home here. We've been recognized as a Great Place to Work, and we're committed to growing both our business and our people. To learn more, visit myconsumers.org

Equal Opportunity Employer

CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race, ancestry, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, age, national origin, citizenship, disability, genetic information, military status (including unfavorable discharge from the military), criminal or arrest history (unless job related), crime victim status, or any other protected characteristic in the recruitment, selection, training, utilization, promotion, termination, or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.

We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process please contact our Human Resources team at: [e-mail] or 877-275-2228.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.