IT Support Manager

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps the credit union grow. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.

Manage daily IT support functions, this position is responsible for establishing and maintaining operational procedures, managing technology inventory, overseeing purchasing and expenses, and tracking vendor contracts and renewal schedules. Ensure daily activities are performed in a timely, accurate and courteous manner. Actively support, mentor, and train team members. Encourage positive communication with internal and external members in accordance with credit union service standards.

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

1. I will provide an immediate and friendly greeting.
2. I will service you with a smile.
3. I will address you by name.
4. I will give you my full attention.
5. I will make recommendations to improve your financial well-being.
6. I will treat you with courtesy and respect.
7. I will thank you for your business.
8. I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must satisfactorily perform each essential duty. 

• Lead, coach, and develop the IT Specialist team by setting clear goals, monitoring performance, supporting engagement, and recognizing strong results.
• Oversee daily IT support operations, including scheduling, project coordination, budget management, to ensure smooth day-to-day functioning of the Credit Union’s technology environment.
• Develop and train team members in coordination with Human Resources to achieve efficiency in the operations of reporting teams. 
• Ensure timely and effective resolution of technical issues and service requests.
• Drive continuous improvement by evaluating operations, using performance metrics, and leading the implementation of approved processes, policies, training, and system enhancements.
• Partner with internal departments, vendors, and members to resolve questions, clarify decisions, and maintain strong working relationships.
• Model the credit union’s values by demonstrating integrity, collaboration, professionalism, and a strong commitment to service excellence.
• Perform duties with the highest level of efficiency, confidentiality, accuracy, flexibility, and eagerness. 
• Ensure team members comply with all regulatory requirements, credit union policies, and audit expectations.
• Lead and coordinate small to medium-sized IT projects such as system upgrades and technology implementations.
• Maintain high standards of system reliability and security, staying updated with IT and cybersecurity developments.
• Responsible for supporting the strategic plan of the credit union.
• Maintain thorough knowledge of credit union products, services, policies, and standards as well as all applicable federal and state laws and regulations. 
• Maintain comprehensive knowledge of credit union products and services.
• Meet established position expectations. 
• Ability to be bonded. 
• Ability to clear credit and criminal history check. 
• Compliance with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures. 
• Compliance with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.

DUTIES & RESPONSIBILITIES

The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs. 

• Provide technical escalation support for complex issues and work closely with System Administrators and IT Specialists to maintain infrastructure and systems.
• Establish, document, and maintain clear IT processes and standards that support effective service delivery, asset management, and reliable day‑to‑day operations.
• Maintain accurate inventory of IT hardware, software, and technology assets, tracking device lifecycle and ensuring proper asset documentation.
• Manage IT equipment purchasing, vendor ordering, and monitor IT operational spending.
• Track vendor contracts, software licenses, and service agreements; maintain renewal schedules to avoid service interruptions.
• Monitor system performance, uptime, and operational efficiency.
• Manage and prioritize support tickets and operational workload.
• Review and track IT-related expense reports and maintain accurate financial records.
• Work with vendors and service providers to support IT operations and projects.
• Work with internal teams to define project requirements, timelines, and deliverables; monitor project progress to ensure successful completion.
• Make recommendations to CIO and leadership for potential changes and updates to procedures and policies; implement approved changes and advise leadership of progress and effectiveness.
• Deliver projects on time and within budget.
• Provide exceptional support and training to end-users.
• Demonstrate proactive risk management and mitigation.
• Uphold the TBACU’s IT policies and ethical standards.
• Stay abreast of industry trends by participating in seminars, training sessions, and workshops. 
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Support the culture of TBACU and employee engagement. 

QUALIFICATIONS & EXPECTATIONS

The requirements listed below are representative of the expectations and qualifications of the person performing this job. 

• Strong leadership and coaching abilities, with experience managing IT operations and service delivery.

• Participate with committees and special projects. 

• Excellent organizational, process management, project management, and problem-solving skills.
• Experience with inventory management, procurement processes, and vendor relationship management.
• Excellent communication and interpersonal skills.
• Strong technical knowledge in networking, Windows Server, desktop operating systems, and scripting (Python, PowerShell, SQL, or similar).
• Familiarity with Microsoft Windows environments, Microsoft 365/cloud platforms, endpoint management tools, IT support desk/ticketing systems, and network fundamentals.
• Resourcefulness and ability to work under pressure.
• Build relationships with key individuals including members of area chambers of commerce, service organizations and non-profit groups to help influence growth of credit union. 
• Possess good time management and organizational skills, and the flexibility and determination to handle deadlines and a wide variety of duties each day. 
• Knowledge of and successful experience with conflict resolution. 
• Share responsibility for managing the public reputation of the credit union.

• Excellent listening, clear verbal, and professional written communication skills.
• Self-motivated and willing to learn new technology and applications.
• Accurate and detailed self-starter who can exercise independent judgement and make sound decisions. 
• Ability to lead groups.

PHYSICAL REQUIRMENTS 

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. 

• Ability to lift to 50 pounds.
• Able to sit or stand for 2-4 hours at a time.
• Occasionally required to stoop, kneel, crouch or crawl and climb stairs. 

WORK ENVIRONMENT

• Onesite, in branch, work environment. 
• Travel to and from credit union branches and events.
• Must maintain a neat and orderly work area.
• Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.

EDUCATION & EXPERIENCE

• Four-year degree in Information technology, Computer Science, or related field or equivalent work experience, preferred.
• Three years of demonstrated leadership experience with proven team member success, which may include peer leadership, training, mentoring, or leading projects or initiatives, required. 
• Three years of experience in IT support or infrastructure required. 
• Proven implementation of new products, services and/or processes, preferred.
• Proven experience with writing procedures.
• Proficient in the Windows Operating System and Microsoft Office Suite, including O365. 
• Experienced with scripting languages such as Python, PowerShell, and/or SQL.
• Strong typing skills and advanced experience with Excel.
• Strong knowledge of system security, data backup/recovery, and IT governance and operations.
• Experience with databases, networks (LAN, WAN, Cloud, VDI), and patch management.

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.