IT Manager

IT Manager - Service Desk and End User Computing

Join us at Prospera Credit Union and become part of a team that is passionately committed to providing personal, tailored financial guidance to each of our members.

At Prospera Credit Union, people aren't just numbers or transactions, and you won't be treated that way either.

Reporting to our IT Director, this working manager role is responsible for leading Prospera Credit Union's IT Service Desk & End User Computing in the delivery of technical services, capabilities, and support for our employees and members.

This exciting and dynamic role is an opportunity to make a difference as you service the technical needs of our employees while helping to set direction for the end user computing capabilities we use each day.

This position is an in-office role at our Corporate office in Appleton, Wisconsin*

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following, other duties may be assigned.)

50% - Identify, classify, and perform issue resolution and service requests for level 1 application support for users of Information Technology at Prospera Credit Union.

As you do so, you will seek continuous improvement opportunities related to :

Root cause - work to get to root cause to eliminate new incidents.

• Self-Service - enable self-service wherever possible to reduce service requests.
• Knowledge Base - build out our IT Service Desk knowledge base for faster resolution times to common ticket types.
• 25% - Provide leadership of staff and drive continual improvement in assessment, design, implementation, and support of all end user computing capabilities and standards related to the following :

Service Desk Services and Monthly KPIs related to efficiency, resolution times, and end user satisfaction as you create and implement SLAs that deliver value.

• Desktop / Laptop / Smartphone Application Management, Distribution, Patching
• Microsoft Office 365 / Intune
• Unified Communications (e.g., Ring Central / Zoom)
• 10% - Provide day to day leadership and direction over Prospera's IT Service Desk team and oversee 3rd party vendor relations with external service desk partners.
• 15% - Provide backup IT Operations engineering support for networking, servers, storage, security, data backups & communications.

SUPERVISORY RESPONSIBILITIES

• Responsible for and partnering with HR on hiring, terminating, performance appraisals, training, career development plans, and salary administration for team members.
• Implement and manage a plan for meeting the staffing requirements to support the IT Service Desk and End User Computing capabilities of Prospera Credit Union.

KNOWLEDGE & SKILLS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

EDUCATION & EXPERIENCE

• Bachelor's or Technical School degree in computer science or business with an emphasis in information technology (or related field) or equivalent work experience.
• 5+ years in an IT Service Desk and end user computing environment demonstrating a proven track record of delivering results while demonstrating leadership, either formally or informally.
• 2+ years experience as a supervisor with direct reports
• 3+ year experience with 3 or more of the following :
• Microsoft Windows
• Microsoft Office 365
• Microsoft Intune
• Ring Central
• Zoom
• IT Service Desk Solutions
• Network, Server, or Storage Administration solutions
• 3+ years' experience with 3 or more of the following :
• Incident / Problem / Change management
• IT Self-Service / Service Requests
• Corporate communications
• End user training
• ITIL
• Certification in ITIL or ITSM are a plus

SKILLS & ABILITIES :

• Outgoing, positive attitude
• Highly organized, detail oriented
• Strong problem analysis / resolution and prioritization skills
• Excellent verbal / written communication skills, customer service skills
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions
• Approachability, willingness to share knowledge, and ability to work in a team environment
• Able to work both independently and within cross-functional teams in order to achieve business goals within a fast-paced work environment
• Ability to make a case and sell ideas

If you are looking for a great opportunity to join a growing team, let's talk!

Prospera Credit Union is a local, member-owned financial institution in the Fox Valley area. We offer competitive compensation, an excellent benefits package and the opportunity to work in a fun, friendly, team-oriented atmosphere.

Life is short. Work somewhere awesome!

Prospera Credit Union is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran status.

Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.