Description: University of Virginia Community Credit UnionWorking together to strengthen the financial wellness of our members and local communities.
At UVA Community Credit Union, we are dedicated to making a meaningful difference in the lives of our members and the communities we serve. Our mission, working together to strengthen the financial wellness of our members and local communities, guides everything we do. We foster an environment where every team member plays a vital role in building the financial wellness of those we serve. Our core values are Integrity, Service Excellence, Collaboration, and Gratitude. These values shape how we support our members, interact with one another, and drive the success of our shared purpose. If you’re passionate about making a positive impact and want to be part of a purpose-driven organization, we invite you to explore a career with us.

SUMMARY:

The Technology Service Desk Manager’s primary objective is to manage a team that rapidly resolves technology issues that are reported through the Credit Union’s Service Desk ticket system. The position requires a hands-on technical leader who is responsible for delivering a best-in-class support experience for Credit Union employees. The Technology Service Desk Manager is expected to balance both the details of complex technical issues with strategic-level thinking to address the needs of the organization. This manager must have strong leadership and communication skills which contribute to their team exceeding performance expectations.
This position will lead, direct, manage, plan, and administer the operational and administrative activities of the help desk area. Responsibilities will include implementation, governance, and oversight of the credit union’s technology platforms. In this role there may be travel up to 20% of the time to other work sites in Central Virginia.

KNOWLEDGE AND SKILLS:

• Five to eight years of similar or related experience within the Information Technology field, with at least 3 years in an IT management role.
• Bachelor’s Degree or higher, additional 5 years or more of experience or Military-experience may be considered in lieu of a degree
• General knowledge of Credit Unions or other financial institutions or regulated environments is strongly desired.
• Excellent communication skills with a record for building impactful partnerships with stakeholders
• Experience with partnering with a Portfolio Management Office (PMO) to drive prioritized efforts using an Agile/iterative approach
• Technical skills to include (but not limited to):
• Extensive Microsoft environment knowledge including M365, Azure, Entra, InTune, Purview, Conditional Access
• ManageEngine (Service-Desk Plus, Endpoint Central)
• Security platforms ( ThreatLocker, Arctic Wolf)PC-Imaging platforms, auto-deployment technologies

• Responsible for the training, development, and management of a cohesive, highly trained, and motivated Service Desk team
• Builds and maintains strategic partnerships with other stakeholders in the organization
• Manages the Service Desk ticketing system and the volume of tickets to meet or exceed internal service-level expectations for issue resolution
• Acts as a point of escalation and resolution for third-party software/systems issues requiring vendor contact
• Ensures that user access controls are properly implemented across the spectrum of new hires, transfers, and terminations
• Maintains positive control and awareness of hardware and software deployed on the network throughout the hardware and software life cycle. Keeps hardware/software inventory up to date. Tests new solutions to ensure interoperability and security is maintained
• Develops, organizes, and enforces Service Desk procedures, knowledge base, and best practices
• Ensures prompt response to and recovery from systems and network related production interruptions, across multiple hardware platforms, networks, and operating systems.
• Anticipates system and network security/integrity risks and ensures adequate safeguards are maintained
• Identifies opportunities to improve services to the credit union and/or its members through use of new products and technologies
• Develops recommendations for cost efficiencies and enhancements to products, pricing, and processes by monitoring trends in financial services operations
• Keeps senior management informed regarding key operating issues affecting the department
  Requirements: