It Operations Manager

Greater Nevada Credit Union is looking for a dedicated team player with a passion for Helping More People Live Greater! About The Position: The IT Operations Manager delivers the best customer service experience to Greater Nevada through leadership of the service delivery teams. These teams provide Tier 1/Tier 2 support for endpoint devices, peripherals, software, servers, telecom, and network equipment for Greater Nevada Credit Union and it's controlled Credit Union Service Organizations (CUSOs).
Who we're looking for: Before we get into the specific details of this position's requirements and qualifications, let's focus on the bigger picture of Greater Nevada, and what makes a Greater Nevadan.
At Greater Nevada, our passion is Helping More People Live Greater. When we say "people," we mean every single person who we interact with or could interact with, from our team members to our community members.
To do this, we practice C.A.R.E. with our Values:
We  Care Genuinely . We build relationships because we know that we are  Greater Together . We  Stay Trustworthy  as we serve our communities. "Be Bright" rings in our ears as we find custom solutions that meet our members' needs. We  Inspire One Another , our members, and our communities to re-imagine what Living Greater can be. In every moment, we  Enjoy the Experience . It's what has made the last 70 years greater and what we carry into the future as we continue to serve. These values have guided us to become the largest Nevada-based credit union to touch the lives of more than 87,900members and thousands upon thousands of people through our community and philanthropic work.
To live by those values, we make a deal with every single one of our team members—the C.A.R.E. Deal. It's a win-win agreement that we shake hands-on at the beginning of our relationship together.
As a Greater Nevadan, that means we make four promises to you:
C ompensation and Benefits – We offer Greater Pay and Greater Benefits, including: Competitive compensation Medical, dental, and vision plans, where we cover 90% of employee costs and about 75% of the costs for their dependents Health Savings Account contributions Supplemental insurance and life insurance plans Paid time off, including vacation and sick time, 11 annual paid holidays, eight hours of personal leave, and sabbatical leave after seven years of employment Paid time to volunteer and make a contribution to the community Employee product and service discounts A dvancement – We strive to be a place where you can grow into your next career move, without having to leave the Greater Nevada family. So, we offer extensive training and development opportunities for each employee. Our continuous coaching culture allows for more direct and regular performance feedback and compensation. R ecognition – We invest time, energy, and resources to find creative, impactful, and fun ways to deliver recognition that fits each Greater Nevadan's successes. E nvironment - Nobody wants to come to work in a place that's dull and filled with drudgery all day long. So, part of our side of the deal is ensuring you have a great place to work in and great people to work with. Our C.A.R.E. deal goes both ways, so here's how we expect each team member to demonstrate they care:
C ompetence – Greater Nevadans know how to do their job and do it well—or they know how to access the resources they need to accomplish great things. A ttitude – We don't expect team members to plaster a fake smile on their faces every day, but we do expect them to bring their best attitude to work and strive for greatness. R elationship building - We put a lot of emphasis on building strong relationships with members, clients, coworkers, and the communities that we serve. Why? Because those connections enable us to live our passion: Helping More People Live Greater. E ffectiveness – We ask each Greater Nevadan to be productive, efficient, and successful at the work they do. What You'll Be Doing Lead, guide, and empower assigned teams to deliver exceptional customer service through multiple channels of support. Uphold service level agreements and ensure support resources are aligned to deliver committed levels of support. Monitor key performance indicators and utilize survey results to understand business needs. Utilizing these inputs, determine actions needed to improve service levels and support delivery. Oversee technology related hardware and software inventory across the organization, including PC's, servers, network equipment, phones, printers and Establish and refine procedures essential for service delivery operations, encompassing onboarding/offboarding, patching and other support tasks. Participate in cross-departmental communications to keep the service delivery team updated regularly with status of ongoing changes to the environment that will impact support offerings. Foster a culture of professional growth and excellence within the service delivery team by overseeing career development initiatives, cultivating strong team cohesion, and setting a sterling example through leadership. Location and Travel Requirements Greater Nevada Credit Union's Eagle Station location:
451 Eagle Station Lane
Carson City, Nevada 89701
Located in an idyllic small community in beautiful Northern Nevada. You must be willing and able to travel to locales other than the normal location for the position, including overnight trips as appropriate for your job responsibilities. Must possess a valid Driver's License and have access to a reliable vehicle. Compensation $84,000.00-$117,000.00 per year Competitive compensation and Greater Benefits are part of our deal Qualifications Skills 5-7 years of experience in an IT Services role required. 3 years of experience with processes buildout and process improvement required.  Customer-service oriented with a problem-solving attitude. Strong interpersonal skills with the ability to build and maintain working relationship with executives, managers, employees, and customers. Strong Technical experience with Windows OS, Hardware, Software, and MDM (Mobile Device Management). Experience imaging, deploying and managing end-user computing assets and their life-cycles. Grasp of IT best practices to provide efficient and thorough support, putting "why" before "how" and knowing what "done looks like." Competencies Proven experience with WDS (Windows Deployment Services), MDM (Mobile Device Management) and other various deployment/management solutions. Excellent verbal and written communication skills. Motivated to stay current with emerging technologies, trends, and methodologies. Advanced knowledge of hardware installation and maintenance on various systems and peripherals. Detail oriented with a proven track record on process management. Physical Demands While performing the duties of your job, you may regularly be required to sit and use a keyboard, multiple monitors, mouse, and telephone (including repetitive motions with hands, fingers, arms, etc.) for extended periods of time. You may also frequently be required to stand, walk, and reach with hands and arms, bend, and kneel. You may occasionally be required to lift and/or move up to 20 pounds. Greater Nevada is an Equal Opportunity Employer Employment at Greater Nevada is based solely on a person's merit and qualifications directly related to professional competence. Greater Nevada prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.