Help Desk Manager

Lead. Innovate. Elevate the Employee Technology Experience.

At Consumers Credit Unionwerecommitted to delivering exceptional servicenot only to our members but also to the employees who support them every for aHelp Desk Managerto lead a high-performing support team and drive the delivery of outstanding technology services across our organization.

This is an exciting opportunity for a service-oriented technology leader who enjoys building strong teams improving processesleveragingautomation and AI and creatinga seamlesssupport experience in a fast-growing multi-location environment.

Location/Schedule:

• Hybrid schedule.4days/weekrequiredat our corporate office in Lake Forest IL. Must be flexible to be onsitemore basedon business needs.
• Flexibility to be assigned an on call schedule.
• Travelisrequiredacross Consumers Credit Union locations.
• Local Northern IL/Southeast WI candidates only!

What Youll Do

As the Help Desk Manageryoulloversee the day-to-day operations of our Service Desk while driving continuous improvement and operational as a key partner across IT and the organization ensuring employees receivetimely effective support that enables them to do their best work.

Key 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 toidentifyopportunities 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 andmaintainknowledge 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.

What Were Looking For

• Bachelors degree in Information Technology Information Systems Computer Science or a related field
• 8 years of IT Support or Service Desk experience including leadership responsibilities in lieu of a degree
• 6 years of experience in IT Support Service Desk or a related technical support environment
• 3 years of direct people management experience
• Proven experience leading teams improving service delivery and driving operational excellence
• HDI Support Center Manager Certification- preferred
• ITIL Foundation Certification-preferred

What Makes You Successful

You thrive in this role if you:

• Are 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.
• Areexcited by emerging technologies automation and AI-enabled support solutions.
• Build strong relationships and collaborate effectively across technical and business teams.
• Excelinfast-paced growing environments where adaptability and innovation are valued.
• Availability to be scheduled between the following hours:
  • Monday Friday: 7:30AM 6:00PM Rotating Saturdays: 8 AM - 2 PM.

Compensation

The annual salary range for this role is $78198to$125114.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 salaryrangeand compensation decisions are dependent on the facts and circumstances of each case.

Consumers Credit Union provides eligible employees an opportunity to participate in our medical (High Deductible HMO and PPO) dental vision spending accounts short-term disability long-term disability life insurance and other plans effective date of hire. You will be eligible to participate in the 401(k) savings plan at any time. You will be automatically enrolled in the pension plan following six months of employment and 1000 hours of service and reaching age 20.

For more information about benefit offerings please visit our careers page: Consumers Credit Union (CCU)

Founded in 1930 were a member-owned credit union headquartered in Lake Forest IL committed to helping people thrive financially. CCU has $4.4 billion in assets and serves more than 280000 members making it one of the largest credit unions in the state. Youll join a collaborative people-first culture where innovation is encouraged leadership has a direct line of sight to impact and technology is central to delivering exceptional experiences. If youre energized by building modern capabilities (including AI) in an organization that moves quickly and values both results and relationships youll feel at home here. Weve been recognized as a Great Place to Work and were committed to growing both our business and our people. To learn more visit

Equal Opportunity Employer

CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race ancestry color religion sex sexual orientation gender identity marital status pregnancy age national origin citizenship disability genetic information military status (including unfavorable discharge from the military) criminal or arrest history (unless job related) crime victim status or any other protected characteristic in the recruitment selection training utilization promotion termination or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.

We are committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. If reasonable accommodation is needed to participate in the job application or interview process please contact our Human Resources team at: or .

Required Experience:

Manager