IT Service Support Manager

Location

Onsite at Team United Headquarters in St. Joseph, MI or remote from one of the following states:
Arkansas, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Michigan, Nevada, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Wisconsin.

The IT Service Support Manager is responsible for overseeing IT Service Support and Service Support Analysts to ensure a quality user experience. This includes managing procedures related to identification, prioritization, and resolution of incidents, monitoring and coordinating Service Support functions. They ensure end users receive support and maintenance within the organization’s desktop computing environment, installing, diagnosing, repairing, maintaining, upgrading PC hardware and equipment.

The role also involves staffing capacity planning, service process design, performance analysis, proactive solutions for continuous improvement, and configuration and maintenance of the ESM/ITSM platform.

• Lead and supervise IT personnel, ensuring optimal team and individual performance towards organization goals; provide resources and opportunities for personal growth. (15%)
• Understand organization priorities, products, strategies, and plans, and translate them into technological solutions to meet business needs. (15%)
• Oversee end‑user services, including service support, technical support, and maintenance of the organization’s desktop computing environment. (15%)
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and time frames; analyze team performance, identify problem areas, and deploy solutions to enhance quality of service and prevent future problems. (15%)
• Ensure the configuration of the ESM platform aligns with business needs while adhering to ITIL best practices. (15%)
• Act as advanced level escalation contact for Service Support teams to analyze complex issues and facilitate resolution. (10%)
• Align processes with the ITIL technical framework best practices to govern consistent results from Service Support teams. (10%)
• Assess need for system reconfigurations (minor or significant) based on request trends and oversee necessary adjustments. (5%)

• Bachelor’s degree in Business Administration, Computer Science, or a related field, or two years of relevant work experience.

• Minimum of three years’ supervisory experience, with 5 years of direct Service Support management experience preferred.
• Experience overseeing small to mid‑scale programs or projects.
• Project management certification (PMP, CAPM, etc.) required within 12 months of hire.
• Certifications such as MCP, MCSA, and ITIL preferred.
• Experience implementing or operating within an IT framework such as ITIL or COBIT preferred.

• Analyze situations, evaluate alternatives, and implement solutions within standards.
• Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances.
• Demonstrated effective communication skills and positive approach to staff relationships and customer service.
• Proven leadership skills in a fast‑paced, dynamic organization with a diverse team.
• Expertise with MS Windows, MS Office, networking, printers, and computer hardware.
• Strong organizational skills.
• Thorough understanding of overall Credit Union operations.
• Knowledge of ITIL framework best practices, system administration methods and tools, and standard Service Support KPIs.
• Experience with FISERV Automation (DNA) and other business software specific to UFCU is valuable.

• Innovation Management
• Drive for Results
• Building Effective Teams
• Demonstrates Courage
• Customer Focus
• Integrity & Trust
• Self‑Development
• Business Acumen
• Developing Direct Reports & Others
• Managing Through Systems
• Organizational Agility
• Problem Solving

• Positive mental attitude.
• Analysis and interpretation of software systems used within the organization to support the end‑user.
• Strong conceptual, practical application, and problem‑solving skills and techniques.
• Attention to detail and affinity for accuracy.