Manager - Desktop Engineering

Overview

AT UW Credit Union. we're building the future of technology and our IT department is at the heart of it all. We're looking for a Manager, Desktop Engineering to lead a talented team dedicated to delivering reliable, innovative, and secure solutions that keep our business running smoothly. If you're passionate about driving technical excellence, leading high‑performing teams, and shaping the next generation of IT services, this is your opportunity to make a real impact.

The Manager, IT Technical Services provides operational leadership for Help Desk, Desktop Support, and IT Asset Management teams. This role ensures seamless, secure, and high‑performing end‑user technology services that enable employees to work effectively. Drives team performance, service reliability, and process improvement in alignment with organizational goals. Leads through influence and innovation, fostering a culture of accountability, customer‑centricity, and technical excellence.

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

• Develop, implement, and report on operational metrics to deliver excellent customer satisfaction, project status, and key ticket metrics.
• Develop, implement and lead teams to successfully meet key performance indicators (KPIs) for excellent IT service delivery across all areas of the portfolio.
• Ensures 24x7 operational readiness, effective ticket management, and adherence to SLAs.
• Manage resource availability and priorities to complete business projects and daily operational requirements (phone support, tickets, service requests, etc.). Develop and implement appropriate work management strategies and tools to facilitate effective service delivery.
• Engage, contract, and manage vendors to deliver solutions and support as needed.
• Manage the ITSM platform. Design and implement ITSM processes to ensure timely delivery of all required services. Champion the build out of the platform to support other business units.
• Identify end user training opportunities and work in collaboration with internal departments to build effective programs to increase computer literacy and self‑sufficiency across the enterprise.
• Create and maintain accurate documentation, knowledgebase articles, chat channels, AI agents, etc, to provide effective information the daily operations

• Ensure employees are consistently receiving outstanding service and are delighted with handling and resolution follow‑up on the IT products and services delivered. Ensure standard processes, guidelines, and governance are in place to ensure adherence to all credit union policies.
• Responsible for the oversight and management of all processes, procedures, administration of end‑user hardware and software applications.
• Develop and manage operational and lifecycle management, procurement/receiving, inventory management, asset reclamation, and responsible recycling/asset record decommissioning across areas of responsibility.
• Oversee the deployment and operation of conference room audio/visual solution(s) and support. Ensure the team is trained appropriately and has the tools necessary to support in‑person/meeting room audio/video conferencing.
• Manage mobile devices and MDM solution. Ensure the services and platforms are well supported, documented, and meet operational and compliance needs.
• Oversee the configuration/build/deployment of client facing technology (laptops, desktops, mobile devices, etc.) and utilize best practice processes and solutions to ensure high quality and timely deployments are consistently delivered.
• Oversee all IT end‑user application delivery. Create and manage process and tools to effectively deliver compliant, robust applications across the enterprise.
• Ensure effective change…