Manager, Services Desk

## Manager, Services Desk Apply remote type:
Remote locations:
Edgewood, Maryland time type:
Full time posted on:
Posted 3 Days Agojob requisition :
JR100109
** 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.
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* 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.
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* 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 modules and other LMS-based resources for all employees.
* Manage scheduling to ensure business hours coverage and on-call rotation for after-hours emergencies.
* Lead internal technical project teams on system deployments, upgrades, and migrations.
* Provide upstream reporting, metrics and analysis on service desk performance, quality and user satisfaction.
* Manage administrative tasks: leave requests, timecards, and performance reviews.
* Collaborate with IT management and other stakeholders across different areas of APGFCU to ensure seamless alignment of support services with organizational goals, timely resolution of technical issues, and continuous improvement of service delivery standards.
** Operations and Support:
*** Aids in the development of modern ITSM solution practices rooted in ITIL 4 best practices, regulatory requirements, and modern digital workplace expectations.
* Continuously review and improve service desk procedures, implementing best practices for incident management and resolution.
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