IT Services Manager

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We are seeking a dynamic and experienced IT Services Manager to lead our IT Service Management function. This role is critical to ensuring operational excellence across foundational ITIL processes including Incident, Problem, and Change Management. The ideal candidate will be a strategic thinker with a passion for process improvement, team leadership, and providing support for Azure-related services as needed. This is an onsite role based in Roanoke, VA.

The IT Services Manager will lead a team of four and must be a fast learner who thrives in a small, agile environment.

• 30% Lead and manage the IT Support Desk team of four, providing guidance, mentorship, and escalation support.
• 20% Oversee and optimize ITIL processes:
  Incident, Problem, Change, and Service Request Management.
• 10% Ensure timely and efficient execution of daily and nightly operational jobs.
• 10% Identify and implement process efficiencies across IT operations.
• 10% Represent IT on the leadership team and contribute to strategy and roadmaps.
• 10% Manage third-party service providers and ensure compliance.
• 5% The IT Services Manager and their team will assist the IT team with Azure support as needed, but will not manage Azure cloud operations.
• 5% Deliver high‑quality, user‑ and member‑focused customer service.

• Must comply with government and other regulations affecting the Credit Union industry including, but not limited to, OFAC and the Bank Secrecy Act.
• Meets or exceeds performance expectations as described in Essential Functions and Responsibilities.
• Please refer to Annual Performance Goal document for remaining Performance Measurements.

Experience:

Three to five years in IT Service Management, preferably in a small organization.

Education:

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).

– ITIL certification preferred.

• A strategic leader who balances operational excellence with innovation.
• A problem solver who thrives in complex environments.
• A collaborator who builds trust and communicates clearly.
• A change agent who embraces transformation.
• Someone who is hands‑on and understands the dynamics of a small IT team.
• A leader who will foster camaraderie within the department, encouraging collaboration, trust, and a supportive team culture.
• A leader who delivers exceptional customer service with a user‑ and member‑focused approach.
• Strong knowledge of ITIL framework.
• Experience assisting with Azure support.
• Intermediate understanding of networks and cloud environments.
• Demonstrated success in process improvement initiatives.
• Excellent communication and stakeholder management skills.
• Fast learner with ability to adapt quickly.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear.

The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

• Mid‑Senior level

• Full‑time

• Information Technology