We're looking for a Help Desk Manager to lead a high-performing support team and drive the delivery of outstanding technology services across our organization.

This is an exciting opportunity for a service-oriented technology leader who enjoys building strong teams, improving processes, leveraging automation and AI, and creating a seamless support experience in a fast-growing, multi-location environment.

Location/Schedule:

• Hybrid schedule. 4 days/week required at our corporate office in Lake Forest, IL. Must be flexible to be onsite more based on business needs.
• Flexibility to be assigned an 'on call' schedule.
• Travel is required across Consumers Credit Union locations.
• Local Northern IL/Southeast WI candidates only!

What You'll Do

As the Help Desk Manager, you'll oversee the day-to-day operations of our Service Desk while driving continuous improvement and operational excellence. You'll serve as a key partner across IT and the organization, ensuring employees receive timely, effective support that enables them to do their best work.

Key Responsibilities

• Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations.
• Coach, develop, and inspire a team of Service Desk professionals while fostering an engaging and collaborative work environment.
• Monitor and improve service performance through KPIs, SLAs, customer satisfaction metrics, and operational reporting.
• Analyze support trends and operational data to identify opportunities for process improvement, issue prevention, and capacity planning.
• Drive scalability through workflow optimization, automation, self-service enhancements, and the adoption of AI-driven solutions.
• Administer and continuously improve the Service Desk platform, including workflows, dashboards, reporting, and automation capabilities.
• Develop and maintain knowledge base content, end-user documentation, and self-service resources.
• Partner with Infrastructure, Information Security, Application teams, and third-party vendors to resolve issues and support enterprise initiatives.
• Ensure adherence to IT controls, security standards, data protection requirements, audit readiness, and change management practices.
• Lead staffing, onboarding, performance management, and career development efforts for the Service Desk team.

What We're Looking For

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field
• 8+ years of IT Support or Service Desk experience, including leadership responsibilities, in lieu of a degree
• 6+ years of experience in IT Support, Service Desk, or a related technical support environment
• 3+ years of direct people management experience
• Proven experience leading teams, improving service delivery, and driving operational excellence
• HDI Support Center Manager Certification- preferred
• ITIL Foundation Certification- preferred

What Makes You Successful

You thrive in this role if you:

• Are passionate about delivering exceptional customer service.
• Enjoy leading and developing people.
• Embrace continuous improvement and process optimization.
• Can balance strategic thinking with hands-on operational leadership.
• Are excited by emerging technologies, automation, and AI-enabled support solutions.
• Build strong relationships and collaborate effectively across technical and business teams.
• Excel in fast-paced, growing environments where adaptability and innovation are valued.
• Availability to be scheduled between the following hours:
  • Monday - Friday: 7:30AM - 6:00PM, Rotating Saturdays: 8 AM - 2 PM.

Compensation

The annual salary range for this role is $78,198 to $125,114. This role is eligible for an annual bonus opportunity. A specific salary offer considers factors including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case.

Consumers Credit Union provides eligible employees an opportunity to participate in our medical (High Deductible, HMO and PPO), dental, vision, spending accounts, short-term disability, long-term disability, life insurance and other plans effective date of hire. You will be eligible to participate in the 401(k) savings plan at any time. You will be automatically enrolled in the pension plan following six months of employment and 1,000 hours of service and reaching age 20.

For more information about benefit offerings, please visit our careers page: https://www.myconsumers.org/about/what-we-do/careers