UW Credit Union · 1 day ago
Manager - Desktop Engineering
Madison, WI
Full-time
Onsite
Senior Level
$110K/yr - $138K/yr
6+ years expUW Credit Union is building the future of technology with a focus on innovative and secure IT solutions. They are seeking a Manager of Desktop Engineering to lead a team responsible for delivering high-quality end-user technology services, ensuring operational excellence and customer satisfaction.
BankingFinancial ServicesMortgage
Hiring Manager
Ashley Curless
Responsibilities
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 management controls are in place for all services under purview. Aid in running change management oversight for IT change activities
Create and maintain effective compliance controls and processes that support timely patching and vulnerability remediation
Responsible for inclusive excellence, essential leadership duties, and the development of team and self while continuously striving to achieve UWCU’s goals, strategies & critical measures
Build trust with the team inspiring growth and development while striving to make a positive impact on the business
Communicate inclusively and transparently, aligning work in a manner that reinforces UWCU’s vision, mission, core values and goals. Uses social and emotional intelligence to navigate conflict, strengthen relationships and solve complex problems
Encourage others to authentically bring their true self and skills to work, aligning them with the strategic goals of the team and organization. Recognize and reward individual and team efforts reinforcing the positive impacts to the team and organization
Committed to operational excellence and improvement in the areas of compliance, organizational processes, and employee experience. Consistently meets or exceeds milestones and deadlines
Is a student of our business by understanding emerging industry trends competitor knowledge and how own functional area contributes to the organization. Uses strategic plan, critical measures, and data to recommend change and to execute plans to achieve organization effectiveness and strategic priorities
Foster a collaborative and innovative team. Set the tone and model behaviors that create an environment where others feel valued, respected, a sense of belonging, and the ability to positively contribute. Creates equitable access to development and career growth
Recruit and retain top talent. Develop diverse talent pipelines, aligning with UWCU’s Diversity, Equity, and Inclusion strategy. Consistently utilizes coaching and development as an engagement, retention, and inclusion strategy
Views change as a necessary constant and positions it in a way that creates engagement and capitalizes on opportunities for individual and team growth and development
Approaches people leadership from a place of curiosity and growth mindset, providing continuous feedback focused on employee development. Invites feedback from all directions; recognizing growth and development are a daily process
Participate in new branch deployments in designing and deploying new technologies and equipment setup
Leverages influence and negotiation skills across IT and the enterprise to deliver cost-effective and innovative shared solutions to meet business goals
Champions IT Service Management (ITSM) principles across the enterprise, helping build deeper understanding of the ITSM model and drive adoption of best practices with respect to ITIL and ITSM delivery. Helps facilitate Change Advisory Board meetings
Participate in new vendor evaluations, including contract negotiations as appropriate
Ensure active usage of vendor provided resources, including technical support, education, compliance, reporting, and user groups
Maintain professional rapport with vendor contacts to facilitate progress with problem resolution and new product enhancements
Ensure teams operate efficiently and in a cost-effective manner meeting all budget goals. Develop and oversee annual department budgets
Establish and develop appropriate level 1 and 2 support teams for all services managed
Qualification
Required
Bachelor's degree in Computer Science, IT or related field required (equivalent work experience in lieu of degree will be considered)
6-7 years of progressive IT experience supporting and using Microsoft 365 applications
5+ years of people leadership experience
6+ years of IT operations experience
Experience with Microsoft 365 ecosystem and modern endpoint management
Excellent written and verbal communication skills
Exceptional interpersonal skills including mentoring, coaching, collaborating, and team building
Excellent problem-solving, analytical skills, and attention to detail
Expert analytical and critical thinking skills
Ability to prioritize tasks and collaborate effectively
Strong understanding of enterprise end-user service delivery
Proven track record of delivery in creating, improving, and meeting SLAs and KPIs, and implementing continuous improvement initiatives
Hands-on understanding of desktop engineering, MDM, and endpoint security practices in an enterprise environment
Familiarity with ITIL framework and service management tools
Familiarity with agile practices and kanban work management
Strong project management experience
Strong sense of initiative, able to work independently and ask good questions
Must be self-driven, curious, and creative
Benefits
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!
Company
UW Credit Union
UW Credit Union is a provider of a full range of consumer financial services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Paul Kundert
President/CEO
Brad McClain
CFO
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