IT Operations and Support Manager

Position Description: IT Operations & Support Manager

Reports to: SVP, Enterprise IT

Grade Level: 14 Full Salary Range: $94,561.46 – $141,842.20 Hiring Salary Range: $94,561.46 – $118,201.83

Position Overview: The IT Operations & Support Manager ensures the stability, security, and performance of the credit union’s end-user computing environment and support operations. This role leads Help Desk services, endpoint management, technical troubleshooting, and operational processes that support the organization’s IT infrastructure. The manager collaborates across infrastructure, cybersecurity, and application teams to enforce technical standards and deliver reliable, high-quality support.

Primary Technical Responsibilities: Lead daily IT support operations across desktops, laptops, mobile devices, printers, and conference systems. Supervise IT Specialists and Technicians performing hardware/software installation, configuration, troubleshooting, endpoint patching, and technical project tasks. Work independently and with infrastructure, security, applications, and business teams to evaluate, scope, test, and implement new products, systems enhancements, and third-party solutions. Administer and optimize the IT ticketing system, ensuring SLA compliance, KPI tracking, and trend analysis. Oversee endpoint lifecycle management, including imaging, patch deployment, vulnerability remediation, and application provisioning. Maintain asset management processes for hardware/software inventory, licensing, and compliance tracking. Coordinate escalation of technical issues involving infrastructure, networks, cloud services, and line-of-business applications. Implement and refine help desk procedures, technical runbooks, and escalation workflows. Support incident response, outages, and maintenance events with clear communication. Ensure operations align with regulatory frameworks including NCUA, FFIEC, cybersecurity requirements, and internal controls. Maintain documentation of configurations, access changes, procedures, and troubleshooting steps. Participate in IT audits, operational risk assessments, cybersecurity initiatives, and business continuity planning. Develop knowledgebase articles, self-service resources, and user guides. Demonstrate strong networking expertise, including understanding of network topology, switches, routers, firewalls, and related hardware.

Leadership & Operational Responsibilities: Provide coaching, performance management, and skill development for support staff. Promote a culture of technical excellence, accountability, and continuous improvement. Drive process improvements to enhance service quality, response times, and reliability. Collaborate on technology planning, system upgrades, and operational enhancements. Perform other duties as assigned.

Education & Experience: Associate or bachelor’s degree in IT, Computer Science, or related field—or equivalent technical experience.5+ years of progressive IT support experience, including 2+ years managing help desk or technical operations. Preferred certifications: A+, Network+, ITIL, Microsoft 365, Azure. Experience in financial or regulated environments preferred.

Technical Skills & Competencies: Proficiency with Microsoft 365, Windows OS, endpoint management tools, remote support platforms, and networking fundamentals. Strong understanding of network topology, routing, switching, and common network hardware. Strong troubleshooting skills across hardware, software, network, and identity systems. Experience analyzing support metrics and identifying improvement opportunities. Familiarity with IT compliance standards, cybersecurity best practices, and operational risk management. Strong communication skills for technical and non-technical audiences. Ability to manage multiple technical priorities in dynamic environments.