IT Support Manager

Our Core Values

The credit union is a values-driven organization. Our Core Values are at the center of everything we do and are the driving force behind our mission: We help people and communities prosper.

• Everyone Counts - We promote a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust, and respect.
• Innovate Boldly – We dream big, challenge the status quo, move with agility, and embrace data-driven decisions. We listen and continuously make the impossible possible.
• Embrace the Fun! – We take joy in our work by welcoming kindness, integrity, and authenticity.
• Own It – Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.
  
  

Position Summary

Department

Information Technology

Demonstrates empathetic leadership by understanding and valuing the diverse experiences of both legacy and new employees, while effectively driving critical initiatives that align with the organization’s future vision. Balances cultural integration with strategic execution to foster unity without compromising momentum.

This role oversees a team of IT support professionals and requires a strong foundation in IT operations, service management, and process optimization.  Leads the IT support team and ensures delivery of high-quality technical support services across the organization. This role is responsible for managing day-to-day IT support operations, optimizing service delivery, and fostering a culture of continuous improvement and customer satisfaction.

Essential Duties

• Lead and manage the IT support team, including help desk technicians and server support staff.
• Oversee the resolution of technical issues related to hardware, software, and user access.
• Develop and enforce IT support policies, procedures, and service level agreements (SLAs).
• Monitor management reporting and KPIs to ensure timely and effective service delivery.
• Provide escalation support for complex or high-impact technical issues.
• Coordinate onboarding and offboarding IT processes for employees.
• Collaborate with other IT teams to support infrastructure, security, and application initiatives.
• Identify opportunities for automation, process improvement, and user training.
• Manage IT support tools and systems, including ticketing platforms and asset management.
• Ensure compliance with organizational policies and regulatory requirements.
• Performs other duties as assigned.
  
  

Supervisory Responsibilities

Supervisory Responsibilities

• yes
  
  

Qualifications

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.

Education

Min/Preferred

Education Level

Description

Minimum

4 Year / Bachelor's Degree

In information technology, Computer Science, or a related field.

Experience

Minimum Years of Experience

Comments

5

• In IT support or service desk roles, with at least 2 years in a leadership position.
• Strong technical knowledge of Windows/Mac OS, networking, Microsoft 365, and common enterprise applications.
• Experience with Jira Service Management.
• Excellent leadership, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
  
  

Language Skills

Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to Members and other Team Members at the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute dividends and interest.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written or oral form.

Physical Demands

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Skills And Abilities

Must be able to process transactions in an efficient manner. Must be able to communicate policies and procedures to Members in an easily understood and professional manner.

Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) laws and regulations, as they pertain to federal guidelines and internal policies and procedures.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.