What are the responsibilities and job description for the Manager of IT Services position at Suncoast Credit Union?
Overview
Compensation: $105,000 - $155,000 based on experience and credentials
Location Type: On-site
Position Type: Full Time
The Manager of IT Services is responsible for overseeing the delivery of IT services and ensuring all IT service management (ITSM) processes, systems, and solutions are aligned with the business needs. This role involves managing the end-to-end service lifecycle, including planning, implementation, monitoring, and continuous improvement of IT services to ensure consistent delivery of high-quality support to internal and external stakeholders.
Responsibilities
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
Compensation: $105,000 - $155,000 based on experience and credentials
Location Type: On-site
Position Type: Full Time
The Manager of IT Services is responsible for overseeing the delivery of IT services and ensuring all IT service management (ITSM) processes, systems, and solutions are aligned with the business needs. This role involves managing the end-to-end service lifecycle, including planning, implementation, monitoring, and continuous improvement of IT services to ensure consistent delivery of high-quality support to internal and external stakeholders.
Responsibilities
- Manage the daily operations of the Help Desk Contact Center and PC Tech Support, ensuring high performance and adherence to SLAs
- Monitor ticket queues, prioritize escalations, and implement processes to improve resolution efficiency.
- Work closely with business units to align IT support services with credit union goals and operational needs
- Ensure all branches and departments receive consistent, effective IT support, addressing technical needs across diverse locations
- Provide insights and reporting to IT leadership on service metrics, trends, and improvement initiatives
- Develop and maintain a robust ITSM framework to optimize ticket resolution, minimize downtime, and enhance end-user satisfaction
- Standardize hardware lifecycle management, including deployment, maintenance, and replacement schedules for 4,000 PCs
- Review and recommend new methods or procedures to make daily operations more efficient
- Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
- Set goals for assigned teams to achieve operational and strategic results
- Provide guidance, mentoring, and development opportunities for directly reporting staff
- Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
- Assist with the development, monitoring, and maintenance of the annual budget
- Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
- Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
- Attend educational events to increase professional knowledge
- Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs
- Bachelor’s degree in information technology, computer science, or related field (or equivalent experience)
- 5 years of experience in IT service delivery, including 3 years in a leadership role overseeing multi-site environments
- ITIL Foundation, CompTIA A , HDI Support Center Manager, or equivalent preferred
- Demonstrated ability to manage high-pressure escalations, including effective communication with senior leadership and stakeholders to ensure timely resolution and transparency
- Ability to present complex technical issues and service delivery metrics to non-technical audiences, aligning IT strategies with organizational objectives
- Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals
- Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
- Ability to analyze and resolve complex problems or situations
- Ability to positively influence others regarding policies, practices, and procedures
- Strong knowledge and understanding of credit union products, services, policies, and procedures
- Strong knowledge and understanding of regulatory compliance
- Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties
- Leadership
- Analytics
- Project Management
- Customer Service
- Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
- Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000 Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
- Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
- Community Involvement: Paid Volunteer Hours
- Growth: Degree Assistance up to $5,000 per year
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
Salary : $105,000 - $155,000
