Enterprise Service Delivery Manager

Our associates enjoy a one-of-a-kind culture with a rich benefits package that includes:

• Generous paid time off: 10 paid holidays, 2 floating holidays, 6 personal days, 15 vacation days, plus sick time
• Low-cost Medical, Dental & Vision plans - as low as $5 per pay period
• Paid childcare assistance (up to $96 per pay period)
• Award-winning 401(k) 5% discretionary match - fully vested from day 1
• 100% Gym fee reimbursement up to $75/month
• 100% Tuition Reimbursement Up to $5,250
• $1200/yr student loan repayment
• Target hiring range $90K - $114K (Depending on experience and prior to any incentives this position is eligible for)

Our ideal candidate

This position will report to the VP, Enterprise Infrastructure & Operations and will be responsible for overseeing the daily operations of the Service Desk and Enterprise Application teams. This role will ensure efficient and effective technical support to all end users. This role involves managing a team of application administrators and support technicians, resolving escalated issues, optimizing workflows, and maintaining high service standards.

A typical day might include the following

• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsible for interviewing, hiring, and training associates; planning, assigning, and directing work; managing performance; rewarding and coaching associates; addressing complaints and resolving problems.
• Defining next gen enterprise delivery model by working with internal and external teams for the seamless rollout of the enterprise applications.
• Manage and mentor a Service Desk and applications team, promoting a collaborative and high-performance work environment.
• Encourage teamwork, provide guidance, and support professional development to ensure the team meets its goals effectively.
• Manage all BAU activities for enterprise applications and engineer them for optimal configuration and usage.
• Served as the liaison between multiple teams to establish an Enterprise Applications support model.
• Managed upgrades, releases, hotfixes, and patches for all applications through coordination with technology teams, business units, and vendors on installation, testing, communication, staff capacity and schedules.
• Develop and implement efficient Service desk policies, procedures, and best practices.
• Develop Service Level Agreements to establish problem resolution expectations and timeframes.
• Maintain accurate records of support activities, trends, and resolutions.
• Generate reports on service desk performance metrics and KPIs.
• Assess ticketing system configurations for improvements based on trends and feedback.
• Collaborate with other departments to align IT support with organizational goals and member needs.
• Oversee development and communication of service desk tickets, usage guides and FAQs for end-users.
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• This position will contribute to escalated problem resolution by giving in-person, hands on support to end-users when necessary.
• Perform system/application security administration functions, including but not limited user access reviews, upgrades, and maintenance.
• This role will ensure we are providing best in class service for our associates.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.

Education

• High School Diploma Required
• Bachelor's Degree in information technology preferred.

Experience

• 5 to 8 years of similar or related experience managing a service desk required.
• 5 to 8 years of similar or related experience managing applications support team required.
• 5 to 8 years of similar or related experience with financial institution software applications preferred
• 3 to 5 years of similar or related experience in financial industry preferred.

Knowledge, Skills and Abilities

• Management of Service Desk and Applications teams
• Experience working on multiple projects and tasks concurrently.
• Ability to motivate and direct staff members and sub ordinates.
• Good written, oral and interpersonal communication skills are required.

Why join the OneAZ team?

Our culture is one-of-a-kind! You'll be joining a team of friendly, hardworking, helpful associates with the same mission guiding all that we do: We exist to improve the lives of our members, our associates and the communities we serve.

We are proud to be an equal opportunity employer and value diversity. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex (including pregnancy), age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, or any other legally recognized protected basis under federal, state, or local law.

We offer robust benefits including low-cost medical, dental and vision plans, gym reimbursement, paid parental leave, generous personal days and vacation time, and an award-winning 401(k) program among many others. Take a look at our career page for detailed benefit information: www.oneazcu.com/about/careers

Additional Notes:

Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws.

All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws.

Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC).

Any individual who meets the definition of a mortgage loan originator and is employed by a federal agency-regulated institution will need to be registered on NMLS.