Randolph Brooks Federal Credit Union · 11 hours ago
IT Technical Support Services Director
San Antonio, TX
Full-time
Hybrid
Mid, Senior Level
5+ years expRandolph-Brooks Federal Credit Union is currently searching for an experienced and talented Director of IT Technical Support Services to join their amazing IT Technical Services team. The role involves managing and leading teams to ensure efficient IT operations and support services, while also analyzing performance metrics, managing budgets, and ensuring compliance with IT security policies.
BankingFinancial Services
Responsibilities
Analyze performance metrics to ensure the effectiveness and efficiency of IT support services. Ensuring high-quality IT support services by monitoring SLA's and continuously improving service delivery processes
Working closely with other departments to ensure IT support aligns with business needs and objectives
Managing budgets for IT support services, ensuring cost-effective solutions and resource allocation for business needs and projects
Monitor and support the identification, assessment, and remediation of IT vulnerabilities to ensure the security and integrity of the organization's IT infrastructure
Develop policies and procedures to ensure continual improvement of customer ticket support, handling and resolution process
Maintains review, monitors project plans, implement changes and report actual progress against project schedules involving offices additions, moves, changes and projects
Support Project Coordinator with overall accountability for project success
Support ITSM Administration in daily functions and ensuring a quality database that supports business need modifications and provides 24x7 ticketing tool availability
Support disaster recovery efforts of planning and execution, ensuring quick restoration of critical IT services during disruptions. Contribute to regular testing and updates of disaster recovery procedures
Enforce company compliance regarding computer privacy and security polices and other policies that relate to company data and computer usage
All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)
Qualification
Required
Bachelor's degree in computer science or information technology
Minimum five years of IT Technical Support Services experience
Minimum five years supervisory/management experience
Will oversee the Service Desk, Desktop Support, IT Asset Management, Project Coordinator, and ITSM Admin groups to ensure all issues are handled or escalated in timely manner
Strong interpersonal, organizational, planning & management skills
Highly developed communication skills which are essential to the success in this role
Strong decision making & problem-solving skills, involving several variables in standardized situations
Teamwork & dedication to build strong relationships
Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram format
Company
Randolph Brooks Federal Credit Union
Randolph-Brooks Federal Credit Union is focused on helping members save time, save money and earn money.
1001-5000 employees
H1B Sponsorship
Randolph Brooks Federal Credit Union has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Christopher O'Connor
Chief Executive Officer
Sonya McDonald
Executive Vice President/Chief Operating Officer
Recent News
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-02-02
PR Newswire
2025-08-08
Seattle TechFlash
2025-04-15
Company data provided by crunchbase