Service Desk Manager — Lead & Optimize IT Support

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

Job summary

Neighbors FCU seeks an IT Service Desk Manager to lead the daily operations of our Baton Rouge service desk. You will guide a skilled team, ensure timely resolutions, and uphold service standards set by IT leadership.

Applicants should have 3+ years in IT support with supervisory experience, strong communication, and ITSM proficiency. This on-site role reports to the Assistant VP, Information Services at Perkins Branch.

Qualifications

• Three years of progressively responsible IT support experience, including at least two years in a lead role.
• Experience in a Service Desk environment required.
• Ability to manage staff, vendors, and escalations.

Responsibilities

• Lead and mentor Service Desk team, providing ongoing feedback and guidance.
• Direct daily Service Desk operations, including staffing and ticket priorities.
• Monitor KPIs, SLAs, and service performance; implement improvements.
• Coordinate escalations with vendors and cross-functional teams.

Skills

Leadership

Mentoring

Communication

Analytical thinking

Customer service

Time management

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

ITIL, CompTIA, Microsoft certifications preferred

Tools

ITSM platforms

Endpoint management tools

Remote support tools

Knowledge management systems

End-user support technologies

Job description

Neighbors FCU seeks an IT Service Desk Manager to lead the daily operations of our Baton Rouge service desk. You will guide a skilled team, ensure timely resolutions, and uphold service standards set by IT leadership.

Applicants should have 3+ years in IT support with supervisory experience, strong communication, and ITSM proficiency. This on-site role reports to the Assistant VP, Information Services at Perkins Branch.