Manager, Information Systems at GECU CREDIT UNION

El Paso, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk Management, Application Support, Incident Management, Problem Resolution, Request Fulfillment, Performance Metrics Monitoring, Hardware Inventory Management, Enterprise Application Support, Software Upgrades, Process Automation, Staff Mentoring, IT Strategy Alignment, Budget Planning, Data Security Compliance, Vendor Management, Technical Consultation

Industry

Banking

Description

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team! BASIC RESPONSIBILITIES Oversees and leads the Service Desk and Application Support teams. Plays a critical role in ensuring the smooth operation and efficient functioning of our organization’s information systems, particularly in the areas of service desk support and application management. Primary responsibilities involve overseeing the help desk daily operations, managing application lifecycles, and providing technical support to end-users and stakeholders. TYPICAL DUTIES Leads and supervises the Service Desk and Application Support teams to deliver high-quality technical support services to end-users within established service level agreements (SLAs). Establishes and maintains service desk best practices, including incident management, problem resolution, and request fulfillment processes. Responsible for the quality and productivity of the Tier 1 and 2 support provided by the Service Desk and Application Support teams. Monitors Service Desk performance metrics, analyzes trends, and implements improvements to enhance the overall service quality. Ensures hardware inventory is kept updated and management controls are followed to ensure an efficient handling of GECU’s equipment. Oversees the management and support of various enterprise applications, ensuring their availability, reliability, and optimal performance. Collaborates with vendors, and other stakeholders to troubleshoot and resolve application-related issues promptly. Implements and maintains application support documentation, including user guides, standard operating procedures (SOPs), and knowledge base articles. Plans and coordinates software upgrades, patches, and system updates, to ensure application stability and security. Collaborates with business unites to identify opportunities for process automation and the integration of new applications to enhance operation efficiency. Recruits, trains, and mentors staff, fostering a positive and growth-oriented team culture. Provides regular feedback and professional development. Recommends employee training to ensure that staff is properly trained and familiar with technologies in use. Promotes effective cross-functional collaboration with other IT/IS teams to deliver comprehensive and cohesive solutions to the organization. Works closely with the IT leadership team to define and execute IT/IS strategies aligned with the company’s goals and objectives. Provides high-level specialized technical support and consultation to business and IT management. Participates in budget planning and resource allocation for Service Desk and Application Support initiatives. Ensures compliance with data security, privacy, and regulatory requirements related to information systems and applications. Oversees the yearly PC replacements to ensure equipment is constantly upgraded and obsolete equipment is properly disposed. Has authority to recommend hiring or terminating an employee’s employment. Provides leadership and direction to high priority service desk calls, projects and other initiatives undertaken by the credit union. Recommends to staff and management appropriate technological alternatives. Monitors technological developments and advises management on new technologies that may be beneficial to GECU. Responsible for some of the negotiation, relationship management, tracking, troubleshooting, and reporting of software related contract commitments made within the information services and various other departments. Acts as a liaison between upper management and operational areas during outages and or production issues to ensure proper and clear communication is conveyed to all areas. Ensure compliance on a day to day basis within the areas of your responsibility and ensure that employees will receive the necessary training to comply with applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML) addressing Money Laundering and the Countering the Financing of Terrorism (CFT), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC), which apply specifically to their job. Other duties may be assigned or required in connection with the general operation of the credit union. Qualifications CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS Bachelor’s degree in information systems or another computer science-related degree is required with five (5) to ten (10) years of information systems and management experience. Master’s degree in business administration (MBA), with a specialization in information systems management or management is preferred. Possesses a strong sense of urgency and has the ability to make decisions based on member impact and production/operational needs. Requires sitting the majority of the day, lifting up to 20 pounds, bending reaching above and below shoulder level occasionally. Is periodically on call after normal duty hours to research computer problems encountered during after hour processing and/or to assist computer operators and users. PRIMARY RESPONSIBILITY Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook. Required Availability: Monday - Friday 8:00 a.m. - 5:00 p.m. On call as needed This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.

Responsibilities

This role oversees and leads the Service Desk and Application Support teams, ensuring the smooth operation of information systems, particularly focusing on help desk daily operations and application lifecycle management. Key duties include supervising support teams to meet SLAs, establishing best practices, monitoring performance metrics, and overseeing enterprise application support and stability.