Director of User Technology & Application Support

Congressional Federal Credit Union is seeking an enthusiastic and forward-thinking Director of User Technology & Application Support. This is a strategic and operational leader responsible for delivering exceptional end-user technology experiences and enterprise application support. This role leads the Business Systems and Help Desk functions, ensuring reliable, secure, and efficient technology services that enable employees and support organizational objectives.

The Director oversees service delivery, application support, and end-user technology, while driving continuous improvement, operational excellence, and strong vendor partnerships. This position plays a key role in aligning technology services with business needs, improving user satisfaction, and enabling productivity across the organization.

Where you will have an impact

• Leadership & Strategy: Provides strategic direction and leadership for the Business Systems and Help Desk teams, establishing a clear vision, roadmap, and service delivery standards for user technology and application support. Drives continuous improvement initiatives to enhance user experience, service quality, and operational efficiency. Partners closely with business leaders to ensure technology support services are aligned with organizational priorities and evolving business needs.
• Service Delivery & Operations: Oversees the daily operations of end-user support, including hardware, software, and peripheral support across the organization. Ensures the availability, performance, and reliability of end-user technology and enterprise applications. Leads incident, problem, and change management processes to ensure timely resolution of issues while minimizing disruption to business operations.
• Application Support Leadership: Leads the support of key enterprise applications, including core banking systems, CRM platforms, and collaboration tools. Ensures effective escalation, troubleshooting, and resolution of application-related issues. Collaborates with business units to optimize system performance, improve utilization, and support ongoing enhancements.
• Vendor & Partner Management: Manages relationships with third-party vendors, including managed service providers and application partners, ensuring performance aligns with established service level agreements and organizational expectations. Evaluates and recommends technology solutions and services that support operational goals and improve service delivery.
• Analytics & Continuous Improvement: Utilizes service desk metrics and support data to identify trends, root causes, and opportunities for improvement. Develops reporting and dashboards to provide visibility into service performance and user experience. Implements proactive solutions to reduce recurring issues and enhance overall service quality.
• People Leadership: Provides leadership, coaching, and development for team members through effective performance management, training, and career development planning. Fosters a culture of accountability, collaboration, and customer service excellence while building and sustaining a high-performing team.
• Governance, Security & Compliance: Supports IT governance activities, including audits and regulatory requirements related to end-user technology and application environments. Ensures appropriate access management, security controls, and adherence to organizational policies. Participates in disaster recovery, business continuity planning, and incident response efforts to ensure operational resilience.

What You Bring to the Table

Qualifications and Skills required:

• Bachelor’s degree (or equivalent experience) plus 5 years leading a helpdesk or application support function.
• Eight years to Ten years of similar or related experience.
• Demonstrated technical competence with PC and Mac hardware, software and accessories and service desk systems.
• Familiarity with core banking (Jack Henry), CRM (Salesforce), and collaboration (Microsoft 365), preferred.
• Experience with managing vendors providing day to day support.
• Banking or Credit Union experience preferred.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring the ability to develop trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

Physical Requirements & Working Conditions:

Congressional Federal is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Why Join Us?

Flexible hybrid work environment – Our employees work two days onsite and three days remotely, allowing for both collaboration and work-life balance.

Compensation – Our goal is to ensure you have a competitive base salary. That’s why we regularly review the market value of jobs and make adjustments, as needed.

Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs; this position is incentive eligible based on achieving certain targets.

Benefits – We offer a wide array of benefits including medical, dental, vision, short-term and long-term disability, and life insurance, along with a robust retirement program that includes an employer match 401K contribution. As a mark of our commitment to employee well-being, we also offer an employee assistance program and employee wellness.

Work-Life Balance – You will also be eligible for paid vacation of 15 days and 10 days of Sick leave on an annual basis.

Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.