Help Desk Manager

About the role

At Consumers Credit Union, we're seeking a Help Desk Manager to lead our high-performing support team and deliver exceptional technology services across our organization. This role offers an exciting opportunity for a service-oriented technology leader who enjoys building strong teams, improving processes, leveraging automation and AI, and creating a seamless support experience in a fast-growing, multi-location environment.

Responsibilities

• Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations.
• Coach, develop, and inspire a team of Service Desk professionals while fostering an engaging and collaborative work environment.
• Monitor and improve service performance through KPIs, SLAs, customer satisfaction metrics, and operational reporting.
• Analyze support trends and operational data to identify opportunities for process improvement, issue prevention, and capacity planning.
• Drive scalability through workflow optimization, automation, self-service enhancements, and the adoption of AI-driven solutions.
• Administer and continuously improve the Service Desk platform, including workflows, dashboards, reporting, and automation capabilities.
• Develop and maintain knowledge base content, end-user documentation, and self-service resources.
• Partner with Infrastructure, Information Security, Application teams, and third-party vendors to resolve issues and support enterprise initiatives.
• Ensure adherence to IT controls, security standards, data protection requirements, audit readiness, and change management practices.
• Lead staffing, onboarding, performance management, and career development efforts for the Service Desk team.

Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field, or equivalent experience (6+ years of IT Support or Service Desk experience, including leadership responsibilities).
• Proven experience leading teams, improving service delivery, and driving operational excellence.
• Proven experience in IT Support, Service Desk, or a related technical support environment (8+ years).
• Experience in ITIL Foundation Certification (preferred).

Qualifications

• Passionate about delivering exceptional customer service.
• Enjoy leading and developing people.
• Embrace continuous improvement and process optimization.
• Can balance strategic thinking with hands-on operational leadership.
• Excited by emerging technologies, automation, and AI-enabled support solutions.
• Build strong relationships and collaborate effectively across technical and business teams.
• Adaptability and innovation are valued in fast-paced, growing environments.

What Makes You Successful

• Thrives in a fast-paced, growing environment.
• Enjoys leading and developing people.
• Embraces continuous improvement and process optimization.
• Can balance strategic thinking with hands-on operational leadership.
• Is excited by emerging technologies, automation, and AI-enabled support solutions.
• Builds strong relationships and collaborates effectively across technical and business teams.

Pay

The annual salary range for this role is $78,198 to $125,114. This role is eligible for an annual bonus opportunity. A specific salary offer considers factors including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case.

Schedule

Location/Schedule: Hybrid schedule. 4 days/week required at our corporate office in Lake Forest, IL. Must be flexible to be onsite more based on business needs. Flexibility to be assigned an ‘on call’ schedule. Travel is required across Consumers Credit Union locations. Local Northern IL/Southeast WI candidates only!