Manager, Client Services at Sunward Federal Credit Union – Albuquerque, New Mexico

Job Scope

Leads and manages the Service Desk team to ensure exceptional technical support and service delivery for credit union employees. Combining hands-on support with team leadership, oversees daily operations, coaching staff on service standards, managing scheduling, monitoring performance, maintaining documentation and SLAs, and addressing employee and service issues to promote operational accuracy, member satisfaction, and compliance with policies. Collaborates with peers to share best practices and resolve operational challenges, operating within established procedures and limited discretion to align service delivery with Sunward’s core values and strategic initiatives.

Essential Functions

• Lead and manage the Service Desk team, ensuring high-quality technical support for credit union employees through the help center, phone, email, chat, and in-person channels.
• Provide technical expertise and guidance, troubleshooting hardware, software, and network issues for end users.
• Ensure timely resolution of support requests in line with SLAs and escalation paths, driving not only ticket resolution but also root cause identification to develop cross-functional processes that prevent recurrence.
• Serve as the technical and process escalation point for less experienced team members.
• Manage day-to-day operations of the Service Desk, including ticket management, documentation, knowledge base development, and metric tracking.
• Develop, manage, and improve Service Desk key performance indicators (KPIs) to drive efficiency and user satisfaction.
• Collaborate with IT management and cross-functional teams to implement, maintain, and upgrade technology systems and tools.
• Work with Sunward vendors to ensure timely solutions and issue resolution for outsourced services.
• Create and maintain up-to-date documentation for procedures, processes, and knowledge sharing.
• Foster a productive and rewarding work environment that encourages professional development, continuous improvement, and teamwork within the Service Desk team.
• Provide performance feedback and conduct evaluations for team members in accordance with Credit Union policies.
• Develop and utilize tools and methods to monitor and improve processes and service delivery.
• Support budget planning for Service Desk-related resources and initiatives within limited spending authority.
• Provide on-call support outside business hours as needed and manage on-call schedules and rotations for the Service Desk team.
• Stay current with emerging technologies and industry best practices to continuously enhance service delivery.
• Promote a service and sales culture by maintaining basic knowledge of Sunward products and services and referring employees to appropriate teams as needed.
• Perform other duties as assigned.

Qualifications

Experience

• Minimum of six years of experience in technical support, including at least 2 years in a supervisory or managerial role leading front-line or support teams.
• Demonstrated experience managing vendor and partner relationships to support service delivery and issue resolution.
• Familiarity with credit union products and services is a plus.
• Jira Service Management experience, including User and Administrator roles, is desired.
• Managed Service Provider experience is a plus.

Education

• Bachelor’s degree in computer science, information systems, or a related field; or equivalent combination of relevant education, training, and experience.
• Professional certifications (e.g., ITIL, CompTIA A+, Network+, Security+) are desirable.

Leadership Competencies

Outcome & Results

Own your deliverables and KPIs-meet or exceed them by giving outcomes and overcoming obstacles.

Commitments

Treat W3s as promises – execute early, follow through consistently and renegotiate transparently when priorities shift. Reliability builds trust.

Business Maturity

Know your business – manage financials, operations and experiences with discipline and in full alignment with Sunward’s key results.

Growth Mindset

Be a learner now a knower – stay curious, ask questions, adapt quickly and embrace daily learning.

Preparation and Presence

Respect others by being early prepared and fully tuned in – never distracted or multitasking.

Feedback

Fuel growth by inviting, giving and acting on feedback – always candid, respectful and forward-focused.

Talent & Culture

Build culture through people – hire top talent, coach relentlessly, celebrate wins and manage performance though our Culture of Accountability. Model the culture and values of Sunward.

Experience and Craftsmanship

Set the bar at “the best” – deliver experiences that stand apart and never compromise on quality.

Knowledge

• Strong understanding of ITIL principles and their application to Service Desk operations and process improvement.
• Comprehensive knowledge of PCs, servers, peripherals, hardware, software, and operating systems (Windows, macOS).
• Solid understanding of Microsoft Office applications, printer hardware, Internet browsers, email systems, and network infrastructure.
• Experience troubleshooting network connectivity issues and applying security best practices in an operational environment.

Skills/Abilities

• Proven ability to lead, coach, and motivate a team to achieve goals and XXXX’s Key Results.
• Demonstrates accountability, integrity, transparency, and respect; models ethical behavior consistent with organizational values.
• Works effectively within departmental and cross-functional teams, contributing proactively to shared goals and operational success.
• Accepts responsibility and learns from mistakes; shows humility and openness to feedback.
• Manages conflict constructively and collaborates with diverse personalities to maintain a positive work environment.
• Provides clear and concise written and verbal communication, including explaining complex technical concepts to non-technical users.
• Confidently leads team discussions, coaching sessions, and training activities.
• Maintains effective communication and collaboration with team members, vendors, and stakeholders to ensure smooth operations and service delivery.
• Ability to manage departmental projects effectively and deliver results within established policies and procedures.

Physical Requirements/Work Environment

• Primarily a sedentary role requiring prolonged periods of sitting at a computer workstation.
• Frequent use of hands and fingers to operate computers, phones, and other office equipment.
• Occasional lifting or moving of moderately weighted items (up to 25 pounds), such as laptops, peripherals, or office supplies.
• Visual acuity to read computer screens, documents, and technical materials.
• Ability to communicate clearly in person, by phone, and via virtual meeting platforms.
• Typical office setting with controlled temperature and lighting.
• Use of standard office equipment including computers, phones, printers, and copiers.
• May require occasional work outside normal business hours to provide on-call support.