Manager of IT Technical Services

AT UW Credit Union. we’re building the future of technology and our IT department is at the heart of it all. We’re looking for a Manager, IT Technical Services to lead a talented team dedicated to delivering reliable, innovative, and secure solutions that keep our business running smoothly. If you’re passionate about driving technical excellence, leading high-performing teams, and shaping the next generation of IT services, this is your opportunity to make a real impact.

The Manager, IT Technical Services provides operational leadership for Help Desk, Desktop Support, and IT Asset Management teams. This role ensures seamless, secure, and high-performing end-user technology services that enable employees to work effectively. Drives team performance, service reliability, and process improvement in alignment with organizational goals. Leads through influence and innovation, fostering a culture of accountability, customer-centricity, and technical excellence.

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
• Employee Assistance Program
• And more!

Operations Support

• Develop, implement, and report on operational metrics to deliver excellent customer satisfaction, project status, and key ticket metrics.
• Develop, implement and lead teams to successfully meet key performance indicators (KPIs) for excellent IT service delivery across all areas of the portfolio.
• Ensures 24x7 operational readiness, effective ticket management, and adherence to SLAs.
• Manage resource availability and priorities to complete business projects and daily operational requirements (phone support, tickets, service requests, etc.). Develop and implement appropriate work management strategies and tools to facilitate effective service delivery.
• Engage, contract, and manage vendors to deliver solutions and support as needed.
• Manage the ITSM platform. Design and implement ITSM processes to ensure timely delivery of all required services. Champion the build out of the platform to support other business units.
• Identify end user training opportunities and work in collaboration with internal departments to build effective programs to increase computer literacy and self-sufficiency across the enterprise.
• Create and maintain accurate documentation, knowledgebase articles, chat channels, AI agents, etc, to provide effective information the daily operations

End User Experience & Application Support 

• Ensure employees are consistently receiving outstanding service and are delighted with handling and resolution follow-up on the IT products and services delivered. Ensure standard processes, guidelines, and governance are in place to ensure adherence to all credit union policies.
• Responsible for the oversight and management of all processes, procedures, administration of end-user hardware and software applications.
• Develop and manage operational and lifecycle management, procurement/receiving, inventory management, asset reclamation, and responsible recycling/asset record decommissioning across areas of responsibility.
• Oversee the deployment and operation of conference room audio/visual solution(s) and support. Ensure the team is trained appropriately and has the tools necessary to support in-person/meeting room audio/video conferencing.
• Manage mobile devices and MDM solution. Ensure the services and platforms are well supported, documented, and meet operational and compliance needs.
• Oversee the configuration/build/deployment of client facing technology (laptops, desktops, mobile devices, etc.) and utilize best practice processes and solutions to ensure high quality and timely deployments are consistently delivered.
• Oversee all IT end-user application delivery. Create and manage process and tools to effectively deliver compliant, robust applications across the enterprise.
• Ensure effective change management controls are in place for all services under purview. Aid in running change management oversight for IT change activities.
• Create and maintain effective compliance controls and processes that support timely patching and vulnerability remediation.

Leadership

• Responsible for inclusive excellence, essential leadership duties, and the development of team and self while continuously striving to achieve UWCU’s goals, strategies & critical measures.
• Personal Responsibility and Accountability – Build trust with the team inspiring growth and development while striving to make a positive impact on the business.
• Effective Communication – Communicate inclusively and transparently, aligning work in a manner that reinforces UWCU’s vision, mission, core values and goals. Uses social and emotional intelligence to navigate conflict, strengthen relationships and solve complex problems.
• Focus on Teamwork – Encourage others to authentically bring their true self and skills to work, aligning them with the strategic goals of the team and organization. Recognize and reward individual and team efforts reinforcing the positive impacts to the team and organization.
• High-Performance Mindset – Committed to operational excellence and improvement in the areas of compliance, organizational processes, and employee experience. Consistently meets or exceeds milestones and deadlines.
• Business Acumen – Is a student of our business by understanding emerging industry trends competitor knowledge and how own functional area contributes to the organization. Uses strategic plan, critical measures, and data to recommend change and to execute plans to achieve organization effectiveness and strategic priorities.
• Inclusive Excellence – Foster a collaborative and innovative team. Set the tone and model behaviors that create an environment where others feel valued, respected, a sense of belonging, and the ability to positively contribute. Creates equitable access to development and career growth.
• Recruitment and Retention – Recruit and retain top talent. Develop diverse talent pipelines, aligning with UWCU’s Diversity, Equity, and Inclusion strategy. Consistently utilizes coaching and development as an engagement, retention, and inclusion strategy.
• Change Leadership – Views change as a necessary constant and positions it in a way that creates engagement and capitalizes on opportunities for individual and team growth and development.
• Coach Approach – approaches people leadership from a place of curiosity and growth mindset, providing continuous feedback focused on employee development. Invites feedback from all directions; recognizing growth and development are a daily process.

Cross-Functional Leadership

• Participate in new branch deployments in designing and deploying new technologies and equipment setup.
• Leverages influence and negotiation skills across IT and the enterprise to deliver cost-effective and innovative shared solutions to meet business goals.
• Champions IT Service Management (ITSM) principles across the enterprise, helping build deeper understanding of the ITSM model and drive adoption of best practices with respect to ITIL and ITSM delivery. Helps facilitate Change Advisory Board meetings.
• Participate in new vendor evaluations, including contract negotiations as appropriate.
• Ensure active usage of vendor provided resources, including technical support, education, compliance, reporting, and user groups.
• Maintain professional rapport with vendor contacts to facilitate progress with problem resolution and new product enhancements.
• Ensure teams operate efficiently and in a cost-effective manner meeting all budget goals. Develop and oversee annual department budgets.
• Establish and develop appropriate level 1 and 2 support teams for all services managed.

Experience & Education

• Bachelor's degree in Computer Science, IT or related field required (equivalent work expeirnece in leui of degree will be considered)
• 6-7 years of progressive IT experience supporting and using Microsoft 365 applications.
• 5+ years of people leadership experience.
• 6+ years of IT operations experience.

Skills

• Experience with Microsoft 365 ecosystem and modern endpoint management.
  Excellent written and verbal communication skills.
  Exceptional interpersonal skills including mentoring, coaching, collaborating, and team building.
  Excellent problem-solving, analytical skills, and attention to detail.
• Expert analytical and critical thinking skills.
  Ability to prioritize tasks and collaborate effectively.
  Strong understanding of enterprise end-user service delivery.
  Proven track record of delivery in creating, improving, and meeting SLAs and KPIs, and implementing continuous improvement initiatives.
• Hands-on understanding of desktop engineering, MDM, and endpoint security practices in an enterprise environment
  Familiarity with ITIL framework and service management tools.
  Familiarity with agile practices and kanban work management.
  Strong project management experience.
  Strong sense of initiative, able to work independently and ask good questions.
  Must be self-driven, curious, and creative.