IT Service Desk Manager

The IT Service Desk Manager is a high-impact leadership role responsible for the operational excellence of the IT support function. This position leads the technical support team with a "people-first" philosophy, balancing technical efficiency with empathetic customer service. The Manager is responsible for defining and achieving high standards by collaboratively defining, measuring, and exceeding Service Level Agreements (SLAs), overseeing service desk projects, and ensuring the team serves as a trusted partner to all bank departments. This role sees people as paramount, both in customer service and in building, supporting, and advancing the team, with technology as only an enabling tool.

The IT Service Desk Manager is one of 5 IT managers within UBB and typically leads a team of 5 IT professionals across in-person, hybrid, and remote modalities. The Service Desk supports approximately 140 UBB employees, most of whom are based out of UBB's only office in Richfield, MN. The remainder of the UBB staff are remote employees located across the US. In total, the UBB IT team comprises approximately 20 IT staff members.

This is an in-person position located in Bloomington, MN, with potential for hybrid work after an initial training period.

Essential Responsibilities

People Leadership & Development

* Servant Leadership: Foster a supportive, collaborative team culture that prioritizes professional growth and accountability.

* Performance Management: Set clear expectations, deliver regular feedback, and conduct formal annual evaluations of the support service team members.

* Capacity Management: Oversee team capacity across incidents, major service requests, and projects to ensure balanced workloads and timely delivery.

* Build Team: Foster a team environment both within IT and through interactions across the entire organization.

* On-Call Management: Manage the on-call rotation. Personally provide Tier II after-hours support and escalation as required.

Service Excellence & Quality Assurance

* Foster High Standards: Have intrinsically high expectations of personal and team performance.

* Service Design: Plan, design, and continuously improve the Service Desk according to industry best practices and internal customer feedback.

* Performance Reporting: Track and analyze trends in Service Desk demand. Generate statistical reports and communicate performance, including monthly reporting.

* SLA/SLO Management: Establish SLAs and Service Level Objectives (SLOs) to set clear incident resolution expectations.

Operations & Incident Management

* Priority Oversight: Manage work priorities for the team.

* Process Standardization: Develop procedures outlining how incidents are identified, documented, assigned, and corrected.

* Problem Management: Analyze Service Desk activity and documented resolutions to identify problem areas; devise and deliver solutions to enhance service quality and prevent future issues.

Administration & Compliance

* Change Management: Lead the Change Approval Board (CAB).

* Procurement: Partner with IT leadership, business units, and the Enterprise Architecture Board to identify and procure hardware and software.

* Budgeting: Prepare budget recommendations and manage proposed operational expenditures.

* Audit & Examination: Collect and prepare materials for audit and examination requests and respond to findings.

* Business Continuity: Support BCP tests and updates to ensure organizational resilience.

* Bachelor's Degree and 5 years of related full-time work experience in IT, or a master's degree and 3 years of related work experience

* Familiarity with the principles of ITIL

* Strong customer service orientation

* Excellent written, oral, and interpersonal communication skills

* Proven analytical and problem-solving abilities

* Ability to effectively prioritize and execute tasks in a high-pressure environment

* Ability to present ideas in clear, plain language

* Highly self-motivated and directed

* Attention to detail

* Strong supervisory and leadership skills

Benefits

* Medical, Dental, and Vision

* HSA with a generous company contribution

* Medical and Dependent Care Flexible Spending Accounts

* 401(k) plan with a 3% company contribution, plus up to an additional 1% match -Roth option available

* 12 Paid holidays

To continue to learn more about our superior benefits package and apply for this position, please visit our Careers page at https://www.ubb.com/about-us/careers.

Pay Range

* $108,000.00 - $125,000.00 Salary; depending on education, qualifications, experience

* Annual bonus target: 10% of annual pay dependent on company and personal performance

Headquartered in Richfield, MN and chartered in 1975, United Bankers' Bank (UBB) is the nation's first bankers' bank. Today, UBB has over $1 billion in assets, and is a trusted correspondent banking partner to over 1,000 community banks from the West Coast to the Great Lakes and South Atlantic. Our "First for Your Success" motto is a guiding principle that establishes the success of each and every customer and UBB employee as our number one priority.

United Bankers' Bank is an EEO/AA employer: All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by law.