Director Technology

Farm Credit Mid-America is a financial services cooperative serving financial needs of farmers and rural residents in Arkansas, Indiana, Kentucky, Missouri, Ohio, and Tennessee. Our purpose is to secure the future of rural communities and agriculture. We are passionate about serving the needs of our rural communities and creating positive customer experiences.

Farm Credit Mid-America is a great place to work! We have been named as a Best Places to Work in Kentucky for the past 13 years. At Farm Credit Mid-America we put our customers and team members at the heart of all we do.

Full Time, Hybrid

10% +

$91,854.00 to $ base salary plus potential for variable compensation. Base pay is determined by your skills, qualifications, experience, and location. Farm Credit Mid-America/Rural 1st may compensate outside of the salary range for bona fide reasons not related to membership in a protected class.

Provide leadership and coordination to the Service Desk and Technology Support team within the Business Technology team. Develop and implement a vision for the Service Desk and Technology Support team that provides technology support services to customers, receives and tracks incidents, facilitates user computing assets and asset lifecycle management, delivers end-user workstation builds and image administration, and ensures incidents are optimally addressed and resolved.

Lead the team in the establishment of processes and metrics that enable timely resolution of support incidents. The Director of Technology Support will also ensure team members are trained and mentored to support development needs and ensure peak team performance.

Directors provide strategic and operational leadership for a defined function, ensuring work aligns with organizational goals and priorities. They build strong partnerships, lead complex initiatives, and create clarity for their teams. Directors foster a coaching culture, develop talent, and promote collaboration to advance shared outcomes across the Association.

• Lead the IT Service Desk, Technology Support and Access Management functions and take responsibility for the proactive management of incidents, events and problems by monitoring key components so that failures are detected early and the resolution process can be initiated. Ensure incidents are resolved within required time frames.
• Serve as the team’s leader and subject matter expert for Technical Support Analysts, Service Desk and Access Management Technicians, and Leads; ensuring that incidents, events, and problems are fully resolved by leveraging the team and partnering with appropriate resources. Assign and delegate projects to team members. Communicate status updates to customers. Serve as an escalation point for unresolved issues.
• Drive the creation and maintenance of documentation for knowledge base articles, administrative procedures, and troubleshooting customer issues.
• Communicate with teams that include engineers, developers, analysts, and quality assurance testers in order to coordinate and document support requirements for application development and testing.
• Coordinate work with software engineers and developers to define product support requirements for Farm Credit Mid-America hardware/infrastructure.
• Deliver exceptional customer service, serving as a trusted and visible technology partner to the business.
• Analyze and identify trends in issue reporting and identify solutions for prevention.
• Ensure continuous performance management is delivered to team members and add value to the overall development of the team.
• Build a qualified Service Desk, Technology Support and Access Management team through innovative hiring, training and development techniques, and effective performance management.
• Facilitate team and individual meetings on a regular and as needed basis.
• Recommend changes to policies and establish procedures and priorities. Set and align personal or group goals with established organizational objectives.
• Accountable for staff scheduling to ensure Service Desk coverage during normal business hours and on‑call support as required.
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