Apply on Employer Site

Freedom First Credit Union · 1 month ago

IT Services Manager

Roanoke, VA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Freedom First Credit Union is seeking an experienced IT Services Manager to lead their IT Service Management function. The role involves managing the IT Support Desk, optimizing ITIL processes, and ensuring operational excellence while providing leadership to a small team.

FinanceFinancial ServicesNon Profit

Senior Management

Responsibilities

Lead and manage the IT Support Desk team of four, providing guidance, mentorship, and escalation support

Oversee and optimize ITIL processes: Incident, Problem, Change, and Service Request Management

Ensure timely and efficient execution of daily and nightly operational jobs

Identify and implement process efficiencies across IT operations

Represent IT on the leadership team and contribute to strategy and roadmaps

Manage third-party service providers and ensure compliance

The IT Services Manager and their team will assist the IT team with Azure support as needed, but will not manage Azure cloud operations

Deliver high-quality, user- and member-focused customer service

Qualification

ITIL certificationIT Service ManagementAzure supportProcess improvementStakeholder managementTeam leadershipCommunicationCollaborationProblem solvingAdaptability

Required

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

A bachelor's degree, or 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)

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