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.

QUALIFICATIONS AND SKILLS

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

• Education: Bachelor’s degree in business or related field with three years of management experience; or associate’s degree with 5 years of management experience.
• Experience: 3–5 years of financial operations and/or internal service experience, including prior management of financial operations, helpdesk and/or end user support teams.
• Financial services/credit union experience preferred.
• Should possess working knowledge of financial technologies, products, and services.
• Episys core experience is a plus.
• Prior internal service leadership is a plus.

KNOWLEDGE/SKILLS/ABILITIES (INCLUDING TECHNICAL & SYSTEMS/EQUIPMENT PROFICIENCIES)

• Possess leadership, interpersonal, and communication skills.
• Strong organizational skills and attention to detail.
• Excellent computer skills required.
• Strong problem-solving skills.
• Advanced knowledge and experience with banking related technologies and services.
• Extended periods of time working in front of computer monitor.
• Travel/Drive to various work locations for business related matters, this will be limited to 4-6 times per year, unless the credit union is under a disaster recovery or business continuity scenario.
• Microsoft Office Suite, particularly: Outlook, Word, and Excel
• Web-based vendor systems

PHYSICAL REQUIREMENTS

• Lifting (5-10 pounds)
• Standing/Sitting extended periods of time, while working in front of computer monitor
• Typing / Data Entry
• Professional Office Environment
• Overhead Lighting

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

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:

• Recruit, train, develop and mentor helpdesk/operations staff, fostering a positive and team-focused work environment.
• Conduct quarterly performance evaluations, provide feedback, and identify training needs to support professional growth.
• Promote teamwork and collaboration among team members, adopting a supportive and productive work culture in line with the credit union’s core values.
• Instill a strong service-oriented mindset among the helpdesk staff, geared towards exceptional service standards.

Member Technology Services:

• Coordinate and manage the day-to-day operations of the member technology solutions operations team, ensuring smooth functioning of all operational processes. This includes:
• Automated Clearing House (ACH) & Check Processing: Manage processing aspects of ACH and Check Processing, ensuring accurate and timely processing, compliance with regulations, and effective issue resolution.
• Imaging Solutions and Document Management: Support in-house imaging systems, oversee scanning operations, and ensure compliance with document retention guidelines.
• Card Operations, ATM Operations, and Instant Issue: Coordinate operations and support related to debit cards, ATMs, and instant issuance, including program implementation and maintenance.
• Digital Payments: Administer digital payment solutions, including ACH Origination Payments, Bill Pay, Person to Person (Zelle/Fed Now), and Digital Wallets.
• Online and Mobile Banking Solutions: Support releases and enhancements, troubleshoot issues, and oversee daily operational and support functions for online and mobile environments.
• Loan/Membership Origination Technology: Support releases and enhancements, troubleshoot issues, and oversee daily support functions for Loan/Membership Organization environments.
• eSign: Support releases and enhancements, troubleshoot issues, and oversee daily support functions for credit union’s eSign technology.
• Intranet Solutions: Support the credit union’s internal intranet solutions, including updates, enhancements, communications, and audits, in collaboration with cross-technology teams.
• Collaborate with various departments to identify operational needs and develop strategies to streamline workflows and enhance efficiency.
• Develop and implement operational policies and procedures, ensuring compliance with industry regulations and best practices.
• Monitor operational performance indicators and implement improvements to achieve operational goals and objectives.
• Lead MTS Analysts to attain and maintain subject matter expert-level knowledge of MTS technologies and operational areas of responsibility.

End User Support:

• Oversee the End User Support Team responsible for employee technology needs across the credit union.
• Manage workstation deployments, imaging, and lifecycle management for PCs, laptops, and mobile devices.
• Support Mobile Device Management (MDM/MAM) solutions, ensuring security, compliance, and ease of use for staff devices.
• Coordinate software installations, updates, and Windows patch management in partnership with Information Systems teams.
• Ensure timely and effective support for printers, peripherals, and end-user hardware/software troubleshooting.
• Partner with Information Systems and Security teams to maintain endpoint compliance with organizational policies.
• Continuously evaluate end user tools, support processes, and training to improve productivity and employee experience.

Vendor Management:

• Manage assigned vendor relationships and agreements.
• Assist in completing vendor management tasks as per policy and procedure, including purchase order requests, vendor due diligence, and obtaining proper vendor bids.
• Support annual budgeting efforts by proposing new and updated budget line items as anticipated.

Other Responsibilities

• System Authorization & Credentials Management
• Oversee administrative duties for credit union’s system authorization onboarding/offboarding process.
• Preform periodic system access reviews for user permissions and access controls.
• Collaborate with other technology teams and relevant departments to ensure the helpdesk has up-to-date technology tools and systems for efficient internal support.
• Stay updated on industry trends and emerging technologies, recommending, and implementing improvements to the credit union’s helpdesk operations.
• Support credit union projects as needed.
• Assist in all other duties as assigned.
• Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.