IT Service Support Manager

United Federal Credit Union; Saint Joseph (MI); Hybrid; USD 80,000 - 100,000; Full time

Job summary

A leading financial institution is seeking an IT Service Support Manager to oversee their IT Service Support and Analyst teams. This role ensures a high-quality user experience by managing incident procedures and optimizing service functions. Candidates should possess leadership skills and a strong understanding of ITIL practices, with a Bachelor's degree in a related field required. The position offers full-time employment and opportunities for professional growth.

Qualifications

• Minimum of three years supervisory experience in IT Service Support.
• 5 years of direct Service Support management experience preferred.
• Project management certification required within 12 months of hire.

Responsibilities

• Lead and supervise IT Service Support personnel.
• Understand and translate organizational priorities into technological solutions.
• Oversee end-user services, ensuring quality support.

Skills

Leadership

ITIL knowledge

Problem solving

Effective communication

Analytical skills

Education

Bachelor’s degree in Business Administration or Computer Science

Tools

MS Windows

Help Desk Case Management tool

Job description

Location

Onsite at Team United Headquarters in St. Joseph, MI or remote from one of the following states: Arkansas, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Michigan, Nevada, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Wisconsin.

Job Summary

The IT Service Support Manager is responsible for overseeing IT Service Support and Service Support Analysts to ensure a quality user experience. This includes managing procedures related to identification, prioritization, and resolution of incidents, monitoring and coordinating Service Support functions. They ensure end users receive support and maintenance within the organization’s desktop computing environment, installing, diagnosing, repairing, maintaining, upgrading PC hardware and equipment. The role also involves staffing capacity planning, service process design, performance analysis, proactive solutions for continuous improvement, and configuration and maintenance of the ESM/ITSM platform.

Essential Functions / Responsibilities

• Lead and supervise IT personnel, ensuring optimal team and individual performance towards organization goals; provide resources and opportunities for personal growth. (15%)
• Understand organization priorities, products, strategies, and plans, and translate them into technological solutions to meet business needs. (15%)
• Oversee end‑user services, including service support, technical support, and maintenance of the organization’s desktop computing environment. (15%)
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes; analyze team performance, identify problem areas, and deploy solutions to enhance quality of service and prevent future problems. (15%)
• Ensure the configuration of the ESM platform aligns with business needs while adhering to ITIL best practices. (15%)
• Act as advanced level escalation contact for Service Support teams to analyze complex issues and facilitate resolution. (10%)
• Align processes with the ITIL technical framework best practices to govern consistent results from Service Support teams. (10%)
• Assess need for system reconfigurations (minor or significant) based on request trends and oversee necessary adjustments. (5%)

Required Education

• Bachelor’s degree in Business Administration, Computer Science, or a related field, or two years of relevant work experience.

Required Experience

• Minimum of three years’ supervisory experience, with 5 years of direct Service Support management experience preferred.
• Experience overseeing small to mid‑scale programs or projects.
• Project management certification (PMP, CAPM, etc.) required within 12 months of hire.
• Certifications such as MCP, MCSA, and ITIL preferred.
• Experience implementing or operating within an IT framework such as ITIL or COBIT preferred.

Knowledge, Skills, and Abilities

• Analyze situations, evaluate alternatives, and implement solutions within standards.
• Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances.
• Demonstrated effective communication skills and positive approach to staff relationships and customer service.
• Proven leadership skills in a fast‑paced, dynamic organization with a diverse team.
• Expertise with MS Windows, MS Office, networking, printers, and computer hardware.
• Strong organizational skills.
• Thorough understanding of overall Credit Union operations.
• Knowledge of ITIL framework best practices, system administration methods and tools, and standard Service Support KPIs.
• Experience with FISERV Automation (DNA) and other business software specific to UFCU is valuable.

Required Competencies

• Innovation Management
• Drive for Results
• Building Effective Teams
• Demonstrates Courage
• Customer Focus
• Integrity & Trust
• Self‑Development
• Business Acumen
• Developing Direct Reports & Others
• Managing Through Systems
• Organizational Agility
• Problem Solving

Mental Requirements

• Positive mental attitude.
• Analysis and interpretation of software systems used within the organization to support the end‑user.
• Strong conceptual, practical application, and problem‑solving skills and techniques.
• Attention to detail and affinity for accuracy.

Tools and Equipment Used

• Personal computers (desktops and laptops)
• Tablets (iPad and MS Surface)
• Printers and other peripherals
• Help Desk Case Management tool
• All general office equipment

Working Relationships / Contacts

• Daily personal/written/phone contact with management.
• Daily personal/written/phone contact with Credit Union staff.
• As necessary personal/written/phone contact with strategic partners and vendors.

Physical Demands

Work involves standing and walking for brief periods, but most is conducted from a seated position. Potential for eye strain from prolonged computer work. Deadlines and workload may cause increased stress. Individual may need to carry a company‑owned cell phone and respond to calls 24/7.

Working Conditions

Internally, work is normally performed in a climate‑controlled office environment. Exposure to extreme heat/cold, poor ventilation, fumes, or gases is limited. Noise level is moderate. Typical workday is 8:30 am to 5:00 pm; occasional additional hours may be required to meet deadlines or special projects. External travel may be required.

EEO Statement

EOE/Vets/Disability

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology