IM Service Support Manager

alaskausa
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FULL TIME💰 USD 109K–192K

About this role

Overview

Primary Functions: Direct and mature the credit union’s enterprise service delivery function, ensuring exceptional end user experience, operational stability, and high quality support across all technology services. Oversee Service Desk, Problem Management, and Transition & Change teams to ensure timely triage, resolution, and continuous improvement of technology incidents and problems in a hybrid cloud environment. Partner closely with Agile delivery teams to ensure operational readiness, smooth transitions, and alignment between product development and production support.

Duties and Responsibilities:

 

  • Champion end user experience by ensuring service quality, responsiveness, and satisfaction across all technology support channels, including reporting on service performance and user experience trends.
  • Ensure credit union and departmental policies, standards, and regulatory requirements are consistently followed.
  • Develop, maintain, and continuously improve Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) aligned to business expectations.
  • Direct Problem Management practices to identify root causes, eliminate recurring issues, and drive long term service stability.
  • Direct Transition & Change Management processes to ensure safe, predictable, and well communicated changes across hybrid cloud environments.
  • Represent IM Operations within Enterprise Architecture and Agile Product Development programs, ensuring these teams understand and apply the transition framework and that all project transitions incorporate required operational readiness activities.
  • Own the Major Incident Response Program and assure leadership during major incident responses, ensuring structured coordination, communication, escalation, and timely restoration of services, including post incident reviews and continuous program improvement.
  • Foster a high performance culture through coaching, mentoring, and development of Service Desk and Service Delivery staff.
  • Perform other duties as assigned.

    • Qualifications

    Education: Bachelor's degree in Computer Information Systems, Information Technology, or related field.

     

    Creditable Experience in Lieu of Education: Equivalent Combination of experience, management background, and relevant technology or ITIL certifications.

     

    Experience/Skills: (Modern, industry-aligned expectations) Five to seven years of experience in IT service delivery, technical support, or related operational roles. Three or more years in a leadership or supervisory capacity within an IT support or service delivery environment. Experience managing or contributing to Service Desk, Problem Management, Change/Transition Management, or Major Incident Response functions. Familiarity with ITSM frameworks such as ITIL (ITIL 4 preferred). Experience working within or alongside Agile delivery teams, with an understanding of how service delivery functions integrate into Agile product lifecycles. Ability to interpret service delivery metrics and use them to drive improvements in user experience and service quality. Strong communication, collaboration, and stakeholder management skills, with the ability to work effectively across technical and non technical teams. General understanding of hybrid cloud environments and modern enterprise support models. Demonstrated ability to lead teams, coach staff, and foster a high performance culture. On call availability required.

     

    Tenure: Not applicable

    Compensation

    Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

    Salary Pay Range: 05

    $109,361 - $191,554 annually

    Benefits

    • Short-term and long-term incentives
    • Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
    • 401(k) plan with a 5% match
    • Employee Assistance Program (EAP)
    • Life and disability coverage
    • Voluntary cash benefits for accident, hospitalization and critical illness
    • Tuition Reimbursement
    • Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
    • Click here to view Global’s comprehensive Benefits Programs

    Equal Opportunity Employer

    Frequently Asked Questions

    What is the salary for the IM Service Support Manager role at alaskausa?
    The listed salary for this IM Service Support Manager position at alaskausa is USD 109K–192K. This is an FULL TIME role.
    Is the IM Service Support Manager role at alaskausa full-time or part-time?
    This is listed as a FULL TIME position. It is posted as a IM Service Support Manager role at alaskausa.
    How do I apply for the IM Service Support Manager position at alaskausa?
    Click the "Apply Now" button on this page. You will be redirected to alaskausa's official application portal hosted on icims where you can submit your application directly.
    When was the IM Service Support Manager job at alaskausa posted?
    This IM Service Support Manager position at alaskausa was posted on Sep 22, 2026. Apply as soon as possible — early applications are often reviewed first.
    IM Service Support Manager
    alaskausa · 💰 USD 109K–192K
    Apply for this role ↗

    You'll be redirected to alaskausa's official application page on icims.