IT Manager, Service Desk Support

Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation’s largest exclusive firefighter credit union. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join a team that values its employees, invests in professional growth, and makes an impact in the firefighter community.

Currently, we have an immediate opening for a Manager, Service Desk Support to join our team in Hendersonville, TN! The Manager of Service Desk Support oversees the day-to-day operations of the Credit Union’s Technical Support function, ensuring reliable, efficient, and user-focused technology services across all areas and locations. This role is both managerial and hands-on, responsible for leading the ServiceDesk team, ensuring adherence to service level agreements (SLAs), and maintaining the overall health and functionality of the Credit Union’s IT systems. The Manager serves as a key liaison between end users, IT staff, and leadership to promote continuous improvement in service delivery.

Primary Responsibilities:

• Overseeing daily Service Desk operations,  allocating resources, and ensuring timely resolution of incidents and service requests.
• Administering and optimizing the helpdesk ticketing system to maintain SLA compliance. This includes managing escalations and reviewing KPIs regularly to enhance efficiency and service quality.
• Serving as the escalation point for complex technical issues while also providing direct support for hardware, software, application, and executive support needs, including providing off-hours assistance when required.
• Ensuring optimal performance across credit union locations by coordinating site visits, maintaining accurate IT asset inventories, and reviewing Active Directory objects for compliance.
• Developing technical documentation and training materials promoting a collaborative culture focused on continuous improvement and service excellence.

Leadership Responsibilities:

• Regularly meeting with each team member to coach and mentor to ensure alignment around FFCU’s mission, vision, and values.
• Providing team members with training, tools, and resources to successfully perform their jobs.
• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.  
• Providing and ensuring development opportunities are available for team members as part of their overall career path with the Credit Union.
• Leading change by identifying opportunities that consistently raise the bar and improve service levels.
• Assisting the Credit Union with executing the business plan of the organization.

Basic Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business, or related field required.
• Minimum 10 years of experience in an enterprise Microsoft environment supporting Windows, Exchange, Active Directory, Teams, and various end-user computing hardware.
• Minimum of the last 2 years in a supervisory or leadership role.
• Proficient in supporting a distributed remote work environment.
• Proficient in setting up various hardware components (docking station, usb devices, display technologies, Headsets and Webcams).
• Demonstrated ability to quickly learn new software applications and technologies.

Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at careers@firefirstcu.org.