Service Desk Leader — ITSM & Automation

APG Federal Credit Union; Edgewood (MD); Remote; USD 74,000 - 125,800; Full time

Benefits offered by this job

Comprehensive medical and dental benefits

401(k) plan

Educational assistance

Job summary

APG Federal Credit Union in Edgewood, MD, is looking for a Manager of Services Desk to supervise and enhance IT service delivery. This role requires managing a support team to ensure effective incident and request resolution, implementing best practices, and maintaining high user satisfaction.

The ideal candidate will have at least 5 years of IT support experience, including leadership in managing service desks. We offer competitive salary and comprehensive benefits.

Qualifications

• Minimum of 5 years in IT support or systems administration.
• At least 3 years in IT support leadership roles.
• Strong analytical skills to assess and resolve issues.

Responsibilities

• Manage day-to-day operations of the IT service desk.
• Develop and maintain KPIs and SLAs.
• Ensure timely resolution of technical issues.

Skills

IT service management

Team management

ITIL v4 practices

Microsoft Windows

Networking standards

Education

Bachelor’s degree in information technology

Industry certification (CompTIA, ITIL v4, etc.)

Tools

Microsoft 365

Service Desk software

Job description

APG Federal Credit Union in Edgewood, MD, is looking for a Manager of Services Desk to supervise and enhance IT service delivery. This role requires managing a support team to ensure effective incident and request resolution, implementing best practices, and maintaining high user satisfaction.

The ideal candidate will have at least 5 years of IT support experience, including leadership in managing service desks. We offer competitive salary and comprehensive benefits.