Manager, Service Desk

Where Banking Feels Like Belonging At APGFCU, our values are at the heart of everything we do, empowering us as leaders in the credit union movement. We prioritize purpose and connection in how we serve our members, co-workers and communities - helping to navigate life's little and big moments. Summary: The Manager, Service Desk is responsible for the supervision, management, maintenance and coordination of the centralized IT Service Desk resources to ensure the timely delivery of  IT services to achieve superior employee experience. The Service Desk Manager handles IT-related incident resolution and request fulfillment to APGFCU end users in a fast-paced environment . This individual will lead the Service Desk team in the areas of desktop and system support, operational support, on-call management, scripting and reporting.  This individual will shape modern ITSM systems and practices focusing on optimizing IT service delivery, implementing automation, self-service, and integrations with enterprise systems. This individual will ensure timely resolution of support requests, manage ticket prioritization and manage and maintain SLAs. They will also oversee service desk and desktop support operations, monitor and report performance metrics and implement continuous improvement strategies. ESSENTIAL DUTIES AND RESPONSIBILITIES: Leadership: Manage day-to-day operations of IT service desk including ticket assignment, escalation and resolution Develop, implement and maintain Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) focusing on response times, resolution times and user satisfaction. Manage the Service Desk team, including staffing levels, recruitment, training, and performance management to meet and exceed KPIs and SLAs Manage and monitor ticket and service desk phone queues and ensure calls and tickets are resolved in accordance with established SLAs and service standards Recruit, train, develop and mentor service desk staff to meet performance goals. Foster and maintain relationships with management outside the department to ensure end user satisfaction. Interfaces with all credit union departments to ensure they are all utilizing the system effectively and efficiently and where appropriate implements or makes innovation/improvement recommendations to the IT leadership team. Serves as the primary escalation point for complex or high impact technical issues and user concerns. Promote teamwork and knowledge transfer within service desk team and with other IT teams. Promote a culture of high-performance, continuous improvement and commitment to quality and accountability. Establish measurable individual and team goals that are aligned with APGFCU IT and credit union strategic objectives. Supports new employee onboarding and training processes to ensure employees are receiving effective guidance on the use of day-to-day business systems managed by IT. Aids in development of documentation, eLearning…