Career Opportunity: Senior IT Support Manager

Location: Littleton, MA - Ability to be on-site 3 to 5 times a week

Compensation: The salary range for this role is between $115,000-$125,000. Actual compensation will be determined based on experience, location, and other factors permitted by law.

Position Summary: The Senior IT Support Manager is responsible for the overall directions and success of the helpdesk support department. They focus on long-term strategic planning, departmental leadership, and aligning IT support with the broader business objective.

General Responsibilities:

Operational Management and Service Delivery

• Leading and managing the IT support team to provide timely and effective solutions to technical issues.
• Assist in Level I, II, and III support cases as needed.
• Managing the IT support ticketing system and ensuring issues are resolved within agreed service level agreements (SLAs).
• Developing and implementing IT support policies and procedures to ensure consistent service delivery.
• Creating and maintaining documentation for IT systems, support processes, and user guides to facilitate knowledge sharing and efficient problem resolution.

Team Development and Compliance

• Conducting regular performance evaluations of IT support staff and offering feedback and development guidance.
• Providing training and support to IT staff and end-users to maximize the effective use of technology.
• Driving innovation and continuous improvement within the support team.
• Ensuring compliance with relevant laws, regulations, and best practices in IT support and cybersecurity.
• Staying current with technology trends and advancements to recommend upgrades and new systems that will improve organizational efficiency.

Financial Management and Resource Allocation

• Managing budgets, forecasting, and resource allocation for the support department.

Qualifications:

• 4 year college degree or equivalent experience.
• 5-10 years of management experience
• 12 years minimum of IT technical support experience in a large scale environment

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.