IM Service Support Manager

Overview

Primary Functions: Direct and mature the credit union’s enterprise service delivery function, ensuring exceptional end user experience, operational stability, and high quality support across all technology services. Oversee Service Desk, Problem Management, and Transition & Change teams to ensure timely triage, resolution, and continuous improvement of technology incidents and problems in a hybrid cloud environment. Partner closely with Agile delivery teams to ensure operational readiness, smooth transitions, and alignment between product development and production support.

Duties and Responsibilities:

Qualifications

Education: Bachelor's degree in Computer Information Systems, Information Technology, or related field.

Creditable Experience in Lieu of Education: Equivalent Combination of experience, management background, and relevant technology or ITIL certifications.

Experience/Skills: (Modern, industry-aligned expectations) Five to seven years of experience in IT service delivery, technical support, or related operational roles. Three or more years in a leadership or supervisory capacity within an IT support or service delivery environment. Experience managing or contributing to Service Desk, Problem Management, Change/Transition Management, or Major Incident Response functions. Familiarity with ITSM frameworks such as ITIL (ITIL 4 preferred). Experience working within or alongside Agile delivery teams, with an understanding of how service delivery functions integrate into Agile product lifecycles. Ability to interpret service delivery metrics and use them to drive improvements in user experience and service quality. Strong communication, collaboration, and stakeholder management skills, with the ability to work effectively across technical and non technical teams. General understanding of hybrid cloud environments and modern enterprise support models. Demonstrated ability to lead teams, coach staff, and foster a high performance culture. On call availability required.

Tenure: Not applicable

Compensation

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

Salary Pay Range: 05

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
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Equal Opportunity Employer

Salary : $109,361 - $191,554