IT Service Desk Manager

Job overview

The IT Service Desk Manager role is onsite in Baton Rouge, LA. The posting lists a salary range of $69,550.25–$78,244.04 per year. The manager leads the credit union’s IT Service Desk and reports to the Assistant VP, Information Services. The role exists to ensure employees’ technology needs receive timely, accountable support. It leads the service team, monitors service performance, guides escalated troubleshooting, and improves processes and tools in support of reliable internal service delivery.

What you'll do

• Lead and mentor Service Desk staff
• direct daily operations, coverage, workload, ticket queues, backlog, and resolution
• monitor and report KPIs, SLAs, and service expectations
• coach service ownership and communication
• guide complex troubleshooting and escalations
• maintain processes, documentation, and knowledge articles
• recommend and implement approved operational improvements
• coordinate vendor and cross-team escalations
• oversee Service Desk tasks for employee onboarding, transfers, and terminations
• communicate risks and improvement opportunities to IT leadership
• comply with applicable regulations and credit union security protocols.

What we're looking for

Skills & competencies

it service desk manager

it support

service desk operations

team leadership

itsm

incident management

sla and kpi monitoring

troubleshooting

baton rouge la

neighbors fcu

$69,550–$78,244/year

credit union

microsoft 365

service improvement

Work arrangement

• Weekend coverage required

Why this role

Requires at least three years of progressively responsible IT support experience, including two years in a lead, supervisory, or management role, and a Service Desk background. High school diploma or equivalent required; related degree and IT certifications preferred.

About the employer

Neighbors FCU is hiring for this role. Industry: International, Secondary Market, and All Other Nondepository Credit Intermediation. Sector: 52.