Service Desk Leader: IT Operations & Mentorship

Neighbors FCU; Baton Rouge (LA); On-site; USD 70,000 - 78,000; Full time

Job summary

Neighbors FCU is seeking an IT Service Desk Manager in Baton Rouge, LA to lead daily operations and guide a technical, high-performing support team. The role emphasizes KPI and SLA adherence, vendor coordination, and proactive service improvements.

You will coach staff, manage escalations, and ensure documentation and knowledge management are up to date while maintaining strong security practices in a financial services environment.

Qualifications

• Minimum of 3 years in IT support roles.
• 2+ years in lead, supervisory, or management roles.
• Experience in a Service Desk environment.

Responsibilities

• Lead and mentor Service Desk team to improve troubleshooting and service delivery.
• Direct daily Service Desk operations including staffing and ticket queues.
• Monitor KPIs, SLAs, and report performance.
• Coordinate with vendors and IT teams for escalations.
• Maintain knowledge articles and support documentation.
• Ensure compliance with processes and security protocols.
• Onboard/offboard employees and manage equipment/tasks.

Skills

IT leadership

Service Desk management

KPI & SLA tracking

Customer service

Team mentoring

Operational planning

Analytical thinking

Microsoft 365 / Windows endpoints

Vendor coordination

Education

Associate degree in IT or related field

Bachelor's degree preferred

IT certifications (ITIL, CompTIA, Microsoft)

Tools

ITSM platforms

Endpoint management tools

Knowledge management systems

Job description

Neighbors FCU is seeking an IT Service Desk Manager in Baton Rouge, LA to lead daily operations and guide a technical, high-performing support team. The role emphasizes KPI and SLA adherence, vendor coordination, and proactive service improvements.

You will coach staff, manage escalations, and ensure documentation and knowledge management are up to date while maintaining strong security practices in a financial services environment.