Help Desk Manager (Project Management)

Headquartered in Chattanooga, Tennessee, Tennessee Valley Federal Credit Union was founded in 1936 as a non-profit financial cooperative built on the promise of “people helping people". With $2.6 billion in assets, Tennessee Valley Federal Credit Union (TVFCU) is a progressive member-focused financial institution, respected as one of the most financially sound in the industry. With 23 branches and using state-of-the-art technology, TVFCU provides financial services to more than 166,000 members in Southeast Tennessee and Northwest Georgia. As a very high honor, TVFCU was recently named the Best Credit Union in the state of Tennessee by Forbes, and even received the highest score of any financial institution in the nation.

JOB SUMMARY: 

The Help Desk Manager is responsible for leading a dynamic team of support professionals and modernizing the end-user support experience. This role involves overseeing all aspects of desktop and basic network troubleshooting, ensuring that every help request is efficiently identified, prioritized, and resolved using advanced ticketing and tracking systems. The manager is tasked with optimizing procedures and leveraging data analytics to enhance workflow, improve internal employee support satisfaction, and drive operational efficiency.
In addition to strategic oversight, the Help Desk Manager provides hands-on technical support when needed and serves as the primary escalation point for level one and level two issues. They will collaborate closely with other IT staff to streamline incident management, implement automation tools, and maintain a comprehensive knowledge base. This position also requires fostering a culture of continuous improvement and innovation, ensuring that the help desk team remains at the forefront of emerging technologies and best practices in enterprise support.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Lead and mentor a dynamic team of support professionals, fostering a culture of continuous improvement, innovation, and collaboration to ensure a modern, responsive support environment.
• Oversee all aspects of help desk operations, including desktop and basic network troubleshooting, and implement advanced ticketing and tracking systems to efficiently identify, prioritize, and resolve every end-user issue
• Serve as the primary escalation point for level one and level two issues, providing direct, hands-on technical assistance when needed to resolve complex support incidents.
• Develop, refine, and optimize standard operating procedures by integrating automation tools and leveraging data analytics, thereby streamlining incident management workflows and driving operational efficiency.
• Utilize data-driven insights to monitor help desk performance, identify trends, and implement improvements that enhance both workflow efficiency and customer satisfaction.
• Collaborate closely with IT teams and other stakeholders to integrate best practices, maintain a comprehensive knowledge base, and align support operations with overall enterprise IT strategies.
• Champion a dynamic approach by continuously updating support practices, adopting emerging technologies, and adapting to evolving user needs to deliver a superior support experience.
• Ensure that all help desk operations adhere to industry best practices and regulatory standards, maintaining robust security protocols and compliance across the enterprise.
• Maintain knowledge of branch operations by completing Deposit Regulation and Product and Service Certification courses.
• Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability and strong relationships in every interaction with members.
• Perform other duties as assigned.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:  

• Bachelor's degree in Computer Science, Information Technology, a related field, or relevant work experience.
• Relevant certifications such as ITIL, CompTIA A+, or Microsoft certifications are a plus.
• 5+ years of experience in an IT support or help desk environment is preferred.
• A minimum of 2-3 years in a supervisory or managerial role leading support teams is preferred.
• Proven experience with advanced ticketing systems, incident management, and desktop/basic network troubleshooting is preferred. 
• Demonstrated ability to optimize processes using data analytics and automation tools.
• Strong background in fostering cross-functional collaboration and driving solutions.

If you are considered for an offer of employment at TVFCU, you must successfully complete a pre-employment screen that includes:

• Verification of education, employment and other pertinent data included on your employment application, and eligibility to work in the United States
• Criminal background check and drug screening
• Pre-employment credit check required

Pre-employment screening helps TVFCU provide a safe environment for our members and employees, minimize risk, and ensure federal compliance.