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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Solutions Center - **Company:** The Bank Fund Staff Federal Credit Union - **Location:** Washington, DC, United States (Remote available) - **Experience:** Expert - **Salary:** $136,000.0 - $170,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cyber Security, Disaster Recovery, Issue Tracking Systems, Knowledge Management, Citrix Systems, Microsoft SharePoint, Comptia Project+, Chatbots, Information Technology - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bcfb164368bafe61 ## About the Role 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 ## Description 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. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Testing AI Agents: Automated Evaluation for Chatbots & RAG Systems](https://www.wearedevelopers.com/videos/100300-testing-ai-agents-automated-evaluation-for-chatbots-rag-systems) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)