Job Description
What You'll Do The Director of User Technology & Application Support is a strategic and operational leader responsible for delivering exceptional end-user technology experiences and enterprise application support. This role leads the Business Systems and Help Desk functions, ensuring reliable, secure, and efficient technology services that enable employees and support organizational objectives. The Director oversees service delivery, application support, and end-user technology, while driving continuous improvement, operational excellence, and strong vendor partnerships. This position plays a key role in aligning technology services with business needs, improving user satisfaction, and enabling productivity across the organization. Where you will have an impact
Leadership & Strategy:
Provides strategic direction and leadership for the Business Systems and Help Desk teams, establishing a clear vision, roadmap, and service delivery standards for user technology and application support. Drives continuous improvement initiatives to enhance user experience, service quality, and operational efficiency. Partners closely with business leaders to ensure technology support services are aligned with organizational priorities and evolving business needs. Service Delivery & Operations:
Oversees the daily operations of end-user support, including hardware, software, and peripheral support across the organization. Ensures the availability, performance, and reliability of end-user technology and enterprise applications. Leads incident, problem, and change management processes to ensure timely resolution of issues while minimizing disruption to business operations. Application Support Leadership:
Leads the support of key enterprise applications, including core banking systems, CRM platforms, and collaboration tools. Ensures effective escalation, troubleshooting, and resolution of application-related issues. Collaborates with business units to optimize system performance, improve utilization, and support ongoing enhancements. Vendor & Partner Management:
Manages relationships with third-party vendors, including managed service providers and application partners, ensuring performance aligns with established service level agreements and organizational expectations. Evaluates and recommends technology solutions and services that support operational goals and improve service delivery. Analytics & Continuous Improvement:
Utilizes service desk metrics and support data to identify trends, root causes, and opportunities for improvement. Develops reporting and dashboards to provide visibility into service performance and user experience. Implements proactive solutions to reduce recurring issues and enhance overall service quality. People Leadership:
Provides leadership, coaching, and development for team members through effective performance management, training, and career development planning. Fosters a culture of accountability, collaboration, and customer service excellence while building and sustaining a high-performing team. Governance, Security & Compliance:
Supports IT governance activities, including audits and regulatory requirements related to end-user technology and application environments. Ensures appropriate access management, security controls, and adherence to organizational policies. Participates in disaster recovery, business continuity planning, and incident response efforts to ensure operational resilience. Knowledge and Skills Experience Eight years to Ten years of similar or related experience. Demonstrated technical competence with PC and Mac hardware, software and accessories and service desk systems. Familiarity with core banking (Jack Henry), CRM (Salesforce), and collaboration (Microsoft 365), preferred. Experience with managing vendors providing day to day support. Banking or Credit Union experience preferred. Education/Certifications/Licenses Bachelor's degree (or equivalent experience) plus 5+ years leading a helpdesk or application support function. Interpersonal Skills The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring the ability to develop trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position. ADA Requirements Physical Requirements While performing the duties of this job, the employee is regularly required to sit: use hands to finger, handle, or feel: and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Working Conditions Must be able to routinely perform work indoors in climate-controlled private office with minimal noise. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to complete complex mathematical calculations and spell accurately.
