IT Service Desk Manager - Lead & Elevate IT Support

Neighbors Federal Credit Union; Baton Rouge, Northern (LA, KY); Hybride; USD 70 000 - 78 000; Plein temps

Résumé du poste

Neighbors Federal Credit Union is seeking an IT Service Desk Manager in Baton Rouge, LA. This role leads daily desk operations, mentors staff, and ensures timely resolution of employee technology needs. The position requires IT leadership experience and familiarity with ITSM, incident management, and vendor coordination.

The ideal candidate has 3+ years in IT support, including 2+ in a supervisory role, and a related degree. Salary is competitive with DOE and location-based cost of living.

Qualifications

• High school diploma or equivalent; an IT degree is preferred.
• 3+ years in progressively responsible IT support, with 2+ years in a lead role.
• Experience with IT service desk operations and IT governance.

Responsabilités

• Lead and mentor the Service Desk team to improve troubleshooting and service delivery.
• Direct daily Service Desk operations, workload and ticket priorities.
• Monitor KPIs/SLAs and drive performance improvements.
• Coach staff on ownership, communication, and timely issue resolution.
• Escalate complex issues and coordinate with vendors and other teams.
• Maintain documentation, knowledge articles, and onboarding processes.

Connaissances

IT systems knowledge

Analytical mindset

ITSM knowledge

Troubleshooting

Vendor management

Communication skills

Formation

Associate or Bachelor’s degree in IT/CS

Outils

Microsoft 365

Windows endpoints

ITSM platforms

Remote-support tools

Endpoint-management tools

Description du poste

Neighbors Federal Credit Union is seeking an IT Service Desk Manager in Baton Rouge, LA. This role leads daily desk operations, mentors staff, and ensures timely resolution of employee technology needs. The position requires IT leadership experience and familiarity with ITSM, incident management, and vendor coordination.

The ideal candidate has 3+ years in IT support, including 2+ in a supervisory role, and a related degree. Salary is competitive with DOE and location-based cost of living.