Technology Service Manager

Job Description

Job Description

STATUS : Full-time / Exempt

REPORTS TO : Vice President of Information Technology

LOCATION : Rochester, Corporate Office

HOURS : 37.5 hours per week

COMPENSATION : The starting salary for this position is expected to be $85,000-$95,000. The actual compensation will be determined based on experience and other-job related factors, consistent with applicable law.

SCHEDULE : Monday through Friday 8 : 30am- 5 : 00pm. Saturdays as needed.

Position Summary :

The Technology Service Manager is responsible for overseeing the smooth and productive functioning of the credit union's internal technology support helpdesk, the End User Support Team, key member technology services, and providing leadership to the operations team. This role involves managing Tier 1 / Tier 2 helpdesk and end user support personnel, streamlining operational procedures, ensuring exceptional internal employee service levels, and maintaining seamless day-to-day operations. The Services Manager plays a crucial role in ensuring the credit union's technology support teams deliver exceptional employee and member experience.

Essential Responsibilities :

Internal Service Management - TechSupport / Helpdesk :

• Oversee the credit union's technology support helpdesk, ensuring timely and effective resolutions / escalations for employee inquiries, issues, and requests.
• Manage a team of helpdesk representatives, providing coaching, guidance, and training as necessary, and ensuring adherence to internal service best practices.
• Develop and maintain internal support procedures and policies for technology and operations, ensuring consistent and high-quality service delivery.
• Monitor and analyze internal service metrics, identifying areas for improvement and implementing strategies to enhance efficiency and customer satisfaction.
• Generate timely reports for the technology leadership teams using the credit union's ticketing system solution.
• Collaborate with department / branch leadership teams as needed to improve service and overcome service challenges.

Staff Leadership and Development :

Member Technology Services :

End User Support :

Vendor Management :

Other Responsibilities

Qualifications and Skills

Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience :

Knowledge / Skills / Abilities (including Technical & Systems / Equipment Proficiencies)

Physical Requirements

Training and Compliance Requirements

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.