IT Services Delivery Lead

In order to continually provide our members with the highest level of service, we are seeking an experienced, results-oriented and service-focused individual to join our Information Technology team.

The IT Service Delivery Lead will bring a high level of experience in both developing standard processes, policies, and procedures including incident, problem, change, and release management. The successful candidate will develop, maintain, govern, monitor and continuously improve all aspects of the Information Technology Service Management process and tools. This position is heavily relationship-based and will serve as the primary liaison between internal and external customers, ensuring that service levels are maintained and improved and that incidents are kept to a minimum. Successful candidate will also manage resources to resolve service issues, drive new IT initiatives, deliver program changes and understand business needs. The IT Service Delivery Lead may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of inventory. Additional responsibilities include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the IT Operations team. Utilizes the ITSM tool for service request, incident, problem, and change management. Position will also oversee vendor relationships for all third party service providers.

EDUCATION and/or EXPERIENCE REQUIREMENTS

Bachelor’s degree, 3+ years of related experience required or 2+ years of additional related work experience in place of a Bachelor’s degree.

MINIMUM QUALIFICATIONS

• Broad knowledge of hardware, networks, operating systems, databases and information security in a virtualized environment
• 3+ years managing a Help Desk/Service Desk and Desktop Support team
• Experience resolving IT service issues in conjunction with and on the behalf of internal and external customers
• Proven ability to manage provider performance to SLAs and KPIs defined in contractual agreements
• Experience in developing and implementing organizational wide ITSM (e.q. ITIL) frameworks
• Direct experience building and maintaining end user support capabilities through a combination of internal and external resources with a proven ability to effectively manage a mixed team
• Advanced communication and presentation skills with an ability to adjust to both technical and non-technical audiences including business stakeholders and senior management
• Ability to manage competing demands in a fast-paced, dynamic environment where collaboration, communication, prioritization, and flexibility are key attributes for success
• Experience managing multiple projects, including relationships with external partners, simultaneously from design through deployment
• Certification / experience in Operational Excellence / Six Sigma highly desired
• ITSM, security, technology related certifications are highly desired
• Excellent organizational skills
• Excellent interpersonal and communication skills
• Excellent technical skills

Affinity strives to maintain balance between our employees’ personal and professional responsibilities. All full-time employees receive a highly competitive and multi-faceted Total Rewards package including competitive pay, target incentive, full medical / dental / prescription coverage, 401(k) plan, profit sharing, and generous paid time off. As an Affinity employee you are eligible for discounts on our products and services, earn paid time off for volunteering, and much more. In addition to these benefits, Affinity provides extensive educational and developmental opportunities as well as access to our formal Tuition Assistance Program. Explore career opportunities with Affinity and “Belong to Something Better.”

Affinity Federal Credit Union is an Equal Opportunity Employer.

Affinity FCU is committed to creating an inclusive culture and an employment experience that values diversity. Our culture is built on respect - one that recognizes and values the unique talents of everyone on the team. With a genuine commitment to diversity, we’ve created an environment where employees feel comfortable regardless of race, gender, religion, background, physical ability or sexual orientation.

Explore career opportunities with Affinity and belong to something better.

Please scroll down and read the Applicant Statement in its entirety.

Applicant Statement
I promise that all information I have supplied in this application and any other form, oral or written, is true and accurate, and I agree that any misstated, misleading, omitted, or false information will result in rejection of this application form, refusal to hire, withdrawal of an offer of employment, or immediate discharge without recourse, whenever and however discovered.

I understand and agree that Affinity Federal Credit Union, any agent acting on its behalf, as well as any other person responding to a reference request pursuant to this application, can and will seek and/or disclose any and all information about me which said corporation, agent, or person may have. I specifically authorize said disclosure and agree to hold all such corporations, agents, or persons harmless.

I understand and agree to the fact that Affinity Federal Credit Union maintains a drug-free workplace and that I will be required to undergo a drug urine screening check. I understand and agree to the fact that Affinity will also conduct a criminal history background and credit report check. I understand and agree that said pre-employment checks are designed to ascertain my suitability for employment. I specifically authorize said disclosure of this confidential information and agree to hold Affinity Federal Credit Union, its agents, managers, officers, and employees harmless from any and all liability in connection with the pre-employment screening/testing. Additionally, I agree to comply with all request for additional testing of any type and at anytime during my employment at Affinity Federal Credit Union.

I understand that all employment offers are made contingent upon satisfactory proof of legal authorization to work in the United States according to the law. I understand that failure to provide satisfactory proof of identity and authorization to work in the United States will disqualify me from employment.

If hired, I agree to abide by the terms and conditions of all Affinity Federal Credit Union policies and procedures. I understand I will not be employed, or my employment will be terminated, if I am or have been convicted of a criminal offense involving dishonesty, breach of trust or money laundering, or if I admit, plead guilty or nolo contender, or have to such an offense or if I agree or have agreed to enter into a pretrial diversion or similar program in connection with a prosecution such an offense.

I understand and agree that my employment will be at will and that I or Affinity Federal Credit Union may terminate this employment relationship at any time, with or without notice, for any or no reason, without recourse by either of us. I also understand that oral representations to the contrary do not change the fact that both the Company and I maintain free to end the work relationship for any or no reason. I further understand that any changes in this employment relationship must be made in writing.

I acknowledge that at anytime during my employment with Affinity Federal Credit Union, the hours and/or days that I am expected to work may be changed to accommodate the needs of the business. In addition, I am also expected to work at various Affinity Federal Credit Union locations.

I acknowledge that I have been advised that Affinity Federal Credit Union is an Equal Opportunity Employer and that Affinity Federal Credit Union administers its employment policies in a nondiscriminatory manner. I specifically authorize Affinity Federal Credit Union to investigate my background, including any and all references, and prior employers, consistent with the position for which I am applying, and release and hold Affinity Federal Credit Union harmless for any and all liabilities arising out of its investigation of my application for employment. I authorize the Company, in its sole discretion, to supply my employment record to any prospective employer, government agency, or other party with an interest that the company deems appropriate.

I understand that this application is not a contract of employment.

If you agree to this disclaimer, you authorize the Company to process the application in accordance with the Company’s established hiring practices.

By completing this online application for employment opportunities at Affinity Federal Credit Union, I acknowledge reading, understanding and agreement of the Applicant Statement.

Keywords: IT service delivery, help desk team lead.