Manager, Solutions Center

Leadership & Team Management

• Lead, mentor, and develop the Service Desk team through performance management, coaching, and career development.
• Establish clear goals, performance expectations, and key performance indicators (KPIs).
• Manage staffing, scheduling, workload distribution, and succession planning.
• Foster a culture of accountability, collaboration, and customer service excellence.
• Identify and deliver training programs to enhance technical capabilities and service delivery.
• Communicate service performance, priorities, and improvement initiatives to leadership and stakeholders.

Service Desk Operations

• Oversee daily Service Desk operations, ensuring effective ticket lifecycle management, prioritization, escalation, and resolution in alignment with SLA commitments.
• Monitor service performance metrics and ensure compliance with established service levels.
• Lead major incident response and communications, ensuring timely resolution and transparency.
• Maintain and improve ITIL-aligned processes, including incident, request, problem, and change management.
• Ensure accurate and consistent documentation of incidents, resolutions, and support procedures.
• Manage Service Desk tools, including ticketing systems, knowledge management platforms, and reporting dashboards.
• Coordinate with vendors and third-party providers to support service delivery and issue resolution.
• Support onboarding of new technologies into the Service Desk, including readiness, documentation, and training.

Continuous Improvement & Reporting

• Analyze service metrics and trends to identify opportunities for process improvement, automation, and operational efficiency.
• Produce and present regular reports on Service Desk performance, including SLA adherence, customer satisfaction, and workload analysis.
• Drive continuous improvement initiatives based on data insights, user feedback, and industry best practices.
• Maintain and enhance Service Desk documentation, including standard operating procedures (SOPs), knowledge base, and service catalog.

Organizational & Strategic Responsibilities

• Manage Service Desk budget, technology assets, and resource planning.
• Partner with business units and IT teams to enhance end-user experience and service delivery.
• Participate in IT projects, ensuring effective Service Desk transition, readiness, and operational support.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Maintain Service Desk readiness for disaster recovery and business continuity.
• Support staff onboarding by providing orientation to Service Desk services, tools, and processes.
• Perform additional duties and participate in special projects as assigned.

Compliance & Risk Management

• Complete all required regulatory and compliance training, including BSA, OFAC, and Information Security.
• Adhere to all security and confidentiality policies, including proper handling and reporting of sensitive or suspicious activity.

Do you have experience in Ticketing system technical support?, Do you have a Bachelor’s degree?, * Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).

• 5-8 years of progressive IT experience, including at least 5 years in a leadership or management role.
• Proven experience managing IT Service Desk operations, preferably within a financial institution.
• Strong knowledge of ITIL practices and IT Service Management (ITSM) platforms.
• Experience with SLA management, service metrics, reporting, and continuous improvement initiatives.
• Familiarity with Service Desk automation tools (e.g., chatbots, AI-enabled support) preferred.
• Experience supporting remote workforce technologies (e.g., Citrix, Zoom, Microsoft Teams, SharePoint).
• Relevant certifications (e.g., ITIL Foundation, HDI Support Center Manager, CompTIA Project+) preferred.
• Strong leadership, communication, organizational, and problem-solving skills.

Core Competencies

• Leadership and Team Development
• Customer Service Excellence
• IT Service Management (ITSM)
• Incident and Problem Management
• Performance Management
• Process Improvement
• Communication and Stakeholder Management
• Strategic Thinking and Decision-Making
• Analytical and Reporting Skills
• Change Management

Physical Requirements

• Ability to lift up to 25 pounds, with occasional lifting/carrying up to 10 pounds
• Ability to stand or walk for periods up to 20 minutes
• Ability to push/pull equipment such as carts when necessary

3.43.4 out of 5 stars Washington, DC 20006 Hybrid work $136,000 - $170,000 a year - Full-time, Pulled from the full job description

• Tuition reimbursement
• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance, The anticipated annualized base salary range for this position is $136,000 to $170,000. Final base salary for this role will be based on the individual’s job-related experience, skillset, training, certifications and market demands. The benefits available for this full-time position include but are not limited to: medical, dental, and vision insurance, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and paid time off, including paid parental leave benefits. In addition to base compensation salary, this role position is eligible for an annual incentive plan.

BankFund Credit Union is a full-service financial cooperative that was organized and chartered in 1947 as a convenient place for employees of the World Bank Group and International Monetary Fund and their families to save and to obtain credit. Located in Washington, DC, BankFund maintains three full-service branches downtown with our headquarters located near Farragut West metro station. This position is classified as a hybrid role which means that on-site work will be expected. After completion of training for the role, staff generally work on site 60% of the time but this is subject to change based on health and safety standards and operational need.