Technical Support Manager

About Gulf Winds

Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000 members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren’t treated like an account number, but as part of the family.

Our Values

We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.

Integrity
We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.

Care
We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.

Growth
We set ambitious goals, provide personal development opportunities, and encourage results.

Innovation
We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today.

Working at Gulf Winds

Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We are forward-thinking and family oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect:

• Open and transparent communication with your leaders
• Consistent coaching and opportunities to improve performance.
• Collaborative and team-focused environments
• Short and long-term professional development
• Opportunity to participate in cross-functional projects.

With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Internal Application Deadline: 4/25/2025

Role:

Under the direction of the VP of Enterprise Technology, the Manager of Technical Support is responsible for leading the Technical Support team in effectively remediating user technical issues and minimizing downtime. Responsible for technical issue Incident Management, including response, notification, escalation, coordination, and resolution validation. Responsible for aligning team performance metrics with operational goals. Tracks user asset allocation and ensures the accuracy of inventory. Ensures the Technical Support team maintains a high level of readiness and is always accessible to users in accordance with defined hours of operation.

Essential Functions & Responsibilities:
Directs and is responsible for the day-to-day operation of the Technical Support team, ensuring all calls and self-service tickets are responded to in a timely fashion in accordance with established SLAs.
Monitors the progress of all tickets and provides recurring status updates to all appropriate parties in accordance with established SLAs. Works closely with other departments to ensure service levels align with business needs.
Coordinates and oversees work performed by team members. Provides subject matter expertise and mentoring in customer service, applications, and desktop systems support.
Directs the administration of the department, including budgeting, performance monitoring, reporting, planning, prioritization, user asset management, and staff management.
Oversees the Incident Management process, ensuring timely initial response, notifications, and escalations. Coordinates the resolution effort with internal support teams and external vendors as needed.
Performs other job-related duties as assigned.

Performance Measurements:
1. Maintains a cohesive, technically competent, motivated, detail-oriented, and professional staff. Supervises and coordinates work performed by team members. Resolves all staffing, coaching, and performance issues; responsible for team member engagement and oversees recruitment and training of new team members.

2. Ensures ticket queue is managed effectively with timely resolutions and fulfillment dates that adhere to established quality standards, processes, and budget requirements. Ensures all documentation is complete, accurate, and timely.

3. Provides recurring reports and timely updates on operational performance and asset lifecycle status.

4. Coordinates with internal partners and vendors to remediate issues and complete enhancements. Maintains appropriate relationships with outside vendors and suppliers.

5. Communicates impactful changes appropriately and ensures any modifications have been tested before they are put into production, working with training as needed to ensure users are prepared.

6. Ensures adequate communication is maintained with all appropriate parties.

Knowledge and Skills:
Experience: Three years to five years of similar or related experience. Thorough knowledge of Credit Union operations and technology stack. Previous financial institution and desktop technology experience is preferred, as well as experience in incident management, technology procurement, vendor management, and asset management processes.

Education: (1) A two-year college degree, (2) completion of a specialized certification or licensing, (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: In addition to normal courtesy and tact, a significant level of trust and diplomacy is required. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Leading, motivating, influencing, and training others. Ability to cultivate emerging talent within the technology support team, enhancing collaboration and skillset by proactively creating and implementing individual development plans. Outside contacts become important, and fostering sound relationships with other entities (companies and individuals) becomes necessary and often requires the ability to influence others. Strong leadership abilities and the ability to collaborate effectively with crossfunctional teams are a must.

Other Skills: Ability to cultivate emerging talent and lead a Technical Support team during daily user issue resolution events. Superior customer relationship understanding, including timely and insightful follow-up and complaint management. Extensive knowledge of Active Directory, O365 Email Service, MS Teams, Virtualization Technologies, Desktop Imaging, Intune MDM, Mobile Device Support, Networking, Telecommunications, Scripting, and Workflow. Must have excellent resource management, technical planning, and communication skills. Ability to discuss technical issues effectively with other technical professionals and non-technical users. Demonstrated strong analytical and problem-solving skills. Strong knowledge of IT service management principles, frameworks, and best practices. Ability to read, write, comprehend, and speak English clearly. Normally expected to work between 8:00 a.m. and 5:00 p.m. but may be required to work nights and/or weekends.

Must adhere to safety rules and regulations.

Physical Requirements

Work Environment

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer.  Drug Free Workplace.