IT Service Desk Manager

United Bankers' Bank

Location: Richfield, MN

Job Title: IT Service Desk Manager

The IT Service Desk Manager is a high‑impact leadership role responsible for operational excellence of the IT support function. The role leads a technical support team with a people‑first philosophy, balancing technical efficiency with empathetic customer service. The Manager defines and achieves high standards by collaborating on Service Level Agreements (SLAs), overseeing service‑desk projects, and ensuring the team serves as a trusted partner to all bank departments.

People are paramount in customer service and in building, supporting, and advancing the team.

• Servant Leadership:
  Foster a supportive, collaborative team culture that prioritizes professional growth and accountability.
• Performance Management:
  Set clear expectations, deliver regular feedback, and conduct formal annual evaluations of support staff.
• Capacity Management:
  Oversee team capacity across incidents, major service requests, and projects to ensure balanced workloads and timely delivery.
• Build Team:
  Foster a team environment both within IT and through interactions across the entire organization.
• On-Call Management:
  Manage the on‑call rotation and personally provide Tier II after‑hours support and escalation as required.

• Foster High Standards:
  Maintain intrinsically high expectations of personal and team performance.
• Service Design:
  Plan, design, and continuously improve the Service Desk according to industry best practices and internal customer feedback.
• Performance Reporting:
  Track and analyze Service Desk demand trends; generate statistical reports and communicate performance, including monthly reporting.
• SLA/SLO Management:
  Establish SLAs and Service Level Objectives to set clear incident resolution expectations.

• Priority Oversight:
  Manage work priorities for the team.
• Process Standardization:
  Develop procedures for incident identification, documentation, assignment, and correction.
• Problem Management:
  Analyze Service Desk activity and documented resolutions to identify problem areas; devise and deliver solutions to enhance service quality and prevent future issues.

• Change Management:
  Lead the Change Approval Board.
• Procurement:
  Partner with IT leadership, business units, and the Enterprise Architecture Board to identify and procure hardware and software.
• Budgeting:
  Prepare budget recommendations and manage proposed operational expenditures.
• Audit & Examination:
  Collect and prepare materials for audit and examination requests and respond to findings.
• Business Continuity:
  Support BCP tests and updates to ensure organizational resilience.

• Bachelor’s Degree and 5 years of related full‑time IT work experience, or a master’s degree and 3 years of related experience.
• Familiarity with ITIL principles.
• Strong customer service orientation.
• Excellent written, oral, and interpersonal communication skills.
• Proven analytical and problem‑solving abilities.
• Ability to prioritize and execute tasks in a high‑pressure environment.
• Ability to present ideas in clear, plain language.
• Highly self‑motivated and directed.
• Attention to detail.
• Strong supervisory and leadership skills.

• Medical, Dental, and Vision.
• HSA with a generous company contribution.
• Medical and Dependent Care Flexible Spending Accounts.
• 401(k) plan with a 3% company contribution plus up to an additional 1% match;
  Roth option available.
• 12 paid holidays.

United Bankers’ Bank is an EEO/AA employer:
All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by law.