United Federal Credit Union · 1 day ago
IT Service Support Manager
St Joseph, MI
Full-time
Hybrid
Senior Level
5+ years expUnited Federal Credit Union is seeking an IT Service Support Manager to oversee IT Service Support and Service Support Analysts. The role involves managing procedures for incident resolution, ensuring quality user experience, and leading the technical support team to align with business objectives.
BankingFinancial ServicesNon ProfitPersonal Finance
Responsibilities
Lead and supervise IT personnel, ensuring optimal team and individual performance towards organization goals. Provide the resources and opportunities for personal growth to maintain a motivated and skilled technology team
Understand organization priorities, products, strategies, and plans, and proactively translate those into technological solutions to meet the business needs
Oversee provision of end-user services, including service support, technical support, and maintenance of the organization’s desktop computing environment. Ensure alignment with the business objectives and priorities
Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. Analyze performance of team activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Ensure the configuration of the ESM platform aligns with delivering business needs while adhering to ITIL best practices
Function as advanced level escalation contact for Service Support teams to analyze complex issues and facilitate resolution by utilizing deep technical knowledge of system administration and design
Align processes with the ITIL technical framework best practices, to govern and produce consistent results from Service Support teams
Assess need for any system reconfigurations (minor or significant) based on request trends and oversee the necessary adjustments
Qualification
Required
Bachelor's degree in business administration, Computer Science or a related field, or two years of relevant work experience required
A minimum of three years' supervisory experience required
Experience overseeing small to mid-scale programs or projects required
Project management certification (Project+, CAPM, PMP, etc.) required within 12 months of hire
Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable)
Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances
Demonstrated communication skills and an effective, positive approach to staff relationships and customer service
Proven leadership skills in a fast-paced, dynamic organization with a team of diverse professionals
Expertise with MS Windows, MS Office, networking, printers, and computer hardware usage in a business environment
Strong organizational skills
A thorough understanding of the overall Credit Union operations
Knowledge of ITIL framework best practices, system administration methods and tools, and standard Service Support KPIs
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
An attention to detail and an affinity for accuracy
Preferred
5 years direct Service Support management experience preferred
Certification such as MCP, MCSA, and ITIL preferred
Experience implementing or operating within an IT framework such as ITIL or COBIT preferred
Experience with DNA from FISERV Automation, and other business software specific to UFCU is considered valuable
Company
United Federal Credit Union
United Federal Credit Union offers a range of personal and business banking products for its members and communities.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Terry O'Rourke
President/CEO
Cynthia Brown. SHRM-SCP
Senior HR Business Partner
Recent News
Arkansas Business — Business News, Real Estate, Law, Construction
2025-09-16
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