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Manager - IT End User Services

Company: UW Credit Union
Location: Madison
Posted on: January 16, 2020

Job Description:

UW Credit Union is growing and hiring a Manager - IT End User Services to lead our help desk and field services teams! As a member of UW Credit Union's IT management team, the Manager - IT End User Services leverages ITIL best practices in identification, prioritization, and resolution of end user support incidents and requests; including the monitoring, tracking, and coordination of all Help Desk functions. This customer-driven leader is also responsible for leading the Field Services team, which configures, deploys and supports all client facing technology for employees of UW Credit Union. The Manager - IT End User Services Manager and team will work closely with the internal server, network, application support, and security teams to make sure that client technology meets business needs and applicable security standards. We consider our people and systems as differentiators that allows UW Credit Union to stand out and continue serving our members. Because of this, we have grown to become one of Wisconsin's top financial institutions with over 270,000 members and $3 billion in assets. If you're a goal-oriented individual, a cross-functional leader, and one that thrives in driving progressive change then we want to talk to you! Operations/Support & Service Coordination 40%

  • Ensure employees are consistently receiving outstanding service.
  • Implement and maintain employee survey that allows us to compare our service to a broader benchmark, such as the Help Desk Institute database.
  • Manage the creation of all end user communications involving outage, change or other situations.
  • Develop metrics and data analytics to help illustrate our service and operational effectiveness.
  • Manage the services and ongoing costs associated with company mobile devices.
  • Coordinate scheduling of team resources.
  • Oversee the ordering/receiving and accounting of all hardware, software and maintenance.
  • Lead the configuration/build/deployment of all client facing technology.
  • Conduct research on emerging products, services, protocols, and standards.
  • Develop and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and dissemination of knowledge base article/FAQs. People Leadership 25%
    • Work with HR and senior management to select, develop and retain highly engaged employees.
    • Interpret and communicate organizational purpose, critical measures, strategies and progress as it relates to the department and individual employee goals and success.
    • Provide open and transparent communication with employees and departments across the organization.
    • Provide broad based recognition by recognizing positive behaviors, achievements, and results exhibited by team members.
    • Review and communicate performance standards and expectations of team members.
    • Actively role model behaviors necessary to achieve goals.
    • Possess a commitment to the excellence of others through actions that support the growth and development that optimizes the talent of individual employees.
    • Provide timely, ongoing and consistent direction, performance coaching and honest feedback.
    • Invite and accept feedback and provide upward feedback.
    • Responsible for own continual individual self-development and improvement of UW Credit Union's Leadership Success Criteria. Cross Functional Leadership 15%
      • Forecasts future skill and competency needs to develop and acquire an outstanding End User Services workforce.
      • Acts as a trusted advisor and builds and maintains relationships with other UW Credit Union leaders and business executives to develop a clear understanding of business needs.
      • Develops and oversees a formal governance mechanism (ticketing system, metrics, etc.).
      • Leverages influencing skills to enable innovative and cost-effective solutions.
      • Takes actions to create buy-in, gain trust, and motivate actions in others. ITSM/ITIL Ticket System Management 15%
        • Drive implementation of UW Credit Union's new ITIL ticketing system.
        • Ensure processes, flows, reports, etc. are designed appropriately and driving results.
        • Ensure Asset Module within the ticketing system is implemented as specified.
        • Ensure Change Management Module is designed and implemented to follow best practices.
        • Liaise with other departments throughout UW Credit Union. Other Duties 5%
          • Assist in preparing budget estimates associated with Help Desk and Field Service operations.
          • Support activities related to workload assignment, including maintenance of resource allocation estimates, project status, estimated and actual effort, target dates, and associated documentation.
          • Provide clients and staff with technical assistance for supported applications.
          • Manage vendor relationshipsBachelor's degree in information systems, computer science, data science, business or related field required. Master's degree preferred. Relevant work experience may be considered in lieu of educational requirement.
            • 6+ years' experience overseeing the Help Desk function.
            • 6+ years' experience leading an IT Field Service organization (build, deploy, support client technology) preferred.
            • Hands-on experience managing problem management systems.
            • Experience designing, documenting, and implementing IT support procedures.
            • Experience with remote support tools.
            • ITIL v3/v4 Foundation certification preferred.
            • Able to participate in a 24x7 on-call rotation. Why work for UW Credit Union? Join one of Wisconsin's premier financial institutions, a four-time recipient of Madison Magazine's Best Places to Work, and a two-time Milwaukee Journal Sentinel's Top Workplace to receive:
              • 2 weeks paid caregiver leave
              • 2 weeks paid new child parental leave
              • 21.5 days annual time off
              • 2 days paid volunteer time
              • 9 paid holidays (includes your birthday!)
              • Personal development and peer connections through Employee Community Groups
              • 401k company match of up to 5%, plus approximately 4% discretionary match
              • Variable bonus reward
              • Free bus pass and BCycle membership
              • 5 health plan options, including domestic partner eligibility
              • And more!UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.

Keywords: UW Credit Union, Madison , Manager - IT End User Services, IT / Software / Systems , Madison, Wisconsin

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