Manager, Service Desk

About APGFCU

At APGFCU, our values are at the heart of everything we do, empowering us as leaders in the credit union movement. We prioritize purpose and connection in how we serve our members, co-workers, and communities—helping to navigate life's little and big moments. Where banking feels like belonging, we strive to create an environment where every employee and member feels valued and supported.

About the Role

The Manager, Service Desk is responsible for the supervision, management, maintenance, and coordination of centralized IT Service Desk resources. This role ensures the timely delivery of IT services to achieve a superior employee experience. You will handle IT-related incident resolution and request fulfillment for APGFCU end users in a fast-paced environment.

This position leads the Service Desk team in areas including desktop and system support, operational support, on-call management, scripting, and reporting. You will shape modern IT Service Management (ITSM) systems and practices, focusing on optimizing IT service delivery, implementing automation, self-service capabilities, and integrations with enterprise systems. Your leadership will ensure timely resolution of support requests, manage ticket prioritization, and maintain strict Service Level Agreements (SLAs). Additionally, you will oversee service desk and desktop support operations, monitor performance metrics, and implement continuous improvement strategies.

Culture and Professional Growth

We foster a culture of high-performance, continuous improvement, and commitment to quality and accountability. As a leader, you will promote teamwork and knowledge transfer within the Service Desk team and with other IT teams. You will establish measurable individual and team goals aligned with APGFCU IT and credit union strategic objectives.

Professional development is a key component of this role. You will remain current with developments in the information technology field and their potential impact on the credit union's present and future needs. This includes continuing technical professional development through seminars, workshops, and membership in technical organizations. You will also set professional development goals for Service Desk staff and direct reports to ensure a focus on continual learning, attainment of certifications, and staying ahead of industry and technology changes.

Compliance and Security

As a financial institution, APGFCU places a high priority on regulatory compliance and data security. You will work in conjunction with other IT team members to implement controls to maintain data security in accordance with APGFCU's security policies and industry best practices. You are responsible for the completion of applicable training and compliance on federal regulations and APGFCU policies and procedures, including the Bank Secrecy Act and Information Security protocols.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The employee frequently is required to reach with hands and arms, sit, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds and be capable of transporting related supplies and equipment. Specific vision abilities required include distance vision, color vision, peripheral vision, depth perception, and the ability to focus.