Help Desk Manager – AI-Driven Service Leader (Hybrid)

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

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.