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IT Support Manager

GREATER TEXAS FEDERAL CREDIT UNION

Austin, TX

Job description

We’ve been serving Texans for over 70 years, and our mission is bigger than banking. At Greater Texas | Aggieland Credit Union, we believe in building connections that last — with our members, our community, and our team.


Here, you’ll find more than a job. You’ll find a place where:

  • Relationships matter. We get to know our members and walk with them through life’s milestones.

  • Community comes first. Giving back and making a difference is part of our DNA.

  • Every role has purpose. Your work makes an impact far beyond the day-to-day.


If you have a passion for people and want to be part of something meaningful, you’ll feel right at home with us.


What's in it for you?!

  • Growth & Development:
    • Ongoing training and coaching to expand your skill set and career potential.
    • Exposure to cross-functional projects and strategic initiatives that shape the future of our organization.
    • Opportunities for leadership development and internal career advancement.
  • Dynamic & Impactful Work Environment:
    • A collaborative workplace where your ideas and expertise help drive innovation and efficiency.
    • Be part of a growing organization that values continuous improvement and fresh perspectives.
    • Engage in meaningful work that directly supports our mission and enhances the member experience.
  • Full Benefits Package - Enjoy competitive benefits that include:
    • Choices of Medical, Dental, Vision, Life and AD&D Insurance.
    • Optional Critical Illness, Accident, and Hospital Indemnity Benefits.
    • 16 hours of paid volunteer time annually to give back to your community.
    • Monthly accruals of vacation and sick time, plus several paid holidays.
    • 401k plan with up to 7% employer match to help you secure your future.?
    • Tuition reimbursement for continued education and personal growth.
    • Access to our HQ fitness center and studio.
  • Supportive & Engaging Workplace Culture:
    • A team-oriented environment where collaboration and innovation thrive.
    • Recognition programs that celebrate achievements and contributions.
    • Regular team-building activities, fun office events, and frequent potlucks.

The Basics of an IT Support Manager:


  • Exempt/Onsite Position (in office requirements will be discussed with manager).
  • Schedule: Monday - Friday with rotating Saturdays. Flexibility required for after-hours, occasional weekends, and our On Call program.
  • Travel: Occasional travel required to our branch locations operating a corporate vehicle. Travel typically completed within the workday but may require overnight stay.


What you'll do as an IT Support Manager:


The IT Support Manager will assist in planning, implementing, and maintaining all activities of the Credit Union’s IT Support Team. This role will be part of IT Support’s phone support, ticketing queue, branch travel routine, and on-call schedule providing hands-on support.


Duties and Responsibilities:


  • Be thoroughly familiar with all hardware, software and applications supported by the IT support team.
  • Manage daily activities of IT support team.
  • Serve as the first management level to handle escalations related to IT support.
  • Monitor day-to-day performance of IT Support staff, ensure requests are being assigned, responded to, and resolved in a timely manner based on established SLAs. Take preventative and corrective action as required.
  • Manage trouble tickets and escalations with internet service providers (ISP’s).
  • Ensure that the IT Support Team is always appropriately staffed, especially during holidays and long weekends.
  • Identify trends in the IT Support requests and proactively suggest solutions for mitigating actions.
  • Review IT Support case notes and resolutions to ensure tickets are being worked as expected and proper documentation is always maintained.
  • Analyze the activities and recommend ways to improve the performance of the IT Support team.
  • Maintain IT systems inventory.
  • Stay informed on the developments in the Technologies we use. Make recommendations on how the new developments can improve our processes.
  • Provide hands-on support for all functions supported by the IT Support team.
  • Participate in the on-call rotation.
  • Occasional branch travel is required.
  • Assist with special projects as requested.
  • Assist the department with budgeting, IT policy development and maintenance, vendor mgmt. activities, external audits and exams.
  • Comply with the credit union Bank Secrecy Act (BSA) Policy and Anti Money Laundering and Member Due Diligence Procedures. The BSA training is to be completed within 90 days of employment.
  • Complete compliance and career development training as assigned.
  • Other duties as assigned.

Must Haves for the IT Support Manager:


  • Skills: IT support ticketing system management, windows desktop support, active directory, networking fundamentals, IT crisis management, hiring and coaching skilled IT support personnel.
  • Experience: Five or more years of progressive experience in IT support or help desk to include leading IT support, collaborating with internal stakeholders, handling escalations from internal take holders and with vendors such as ISP’s, establishing sustainable and scalable support workflows.
  • Education: High school diploma or equivalent.

Nice to Haves for the IT Support Manager:


  • Skills: Fiserv DNA, Microsoft 365 (Azure AD), IT Network fundamentals.
  • Experience: Help desk experience in a credit union or banking environment.
  • Education: Bachelor’s degree.

  • •

Due to the high volume of applications, we are unable to accept calls or status inquiries. All candidates will be notified of their status as applications are reviewed for further consideration. We truly appreciate the time you took to apply and are excited that you are considering a career with us.

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