IT Service Delivery Supervisor bei Blue Federal Credit Union

At Blue, we discover pathways to realize your possibilities! The IT Service Delivery Supervisor is responsible for allend-user technology services, with a focus on service desk operations, device lifecycle management, collaborationsystems, and Microsoft 365 administration. This role ensures consistent, dependable, and secure technologyexperience across the organization by leading service desk staff , implementing automation, and administeringMicrosoft 365 environments.

Major Duties and Responsibilities

• Service Desk & End-User Support:
  • Lead the IT Service Desk team to ensure timely resolution of incidents and service requests.
  • Establish and monitor KPIs/SLAs that support performance, customer satisfaction, andticket resolution.
  • Develop and maintain IT knowledge base, self-service tools, and end-user documentation
  • Drive continuous improvement in service delivery, leveraging automation and best practicesand analyzing trends to reduce repeat service incidents.
• Microsoft 365 Administration & Automation:
  • Administer and optimize Microsoft 365 services including Teams, SharePoint, ExchangeOnline, OneDrive, and Intune
  • Develop and deploy automation workfl ows (Power Automate, scripting, Intune policies) tostreamline IT operations.
  • Administer user access, security, and compliance policies in alignment with organizationalstandards and regulatory requirements.
• Leadership:
  • Supervise and mentor IT service desk staff , providing coaching and developmentopportunities.
  • Partner with cybersecurity, infrastructure, application, and core teams to ensure end-to-endservice quality.
  • Participate in IT planning and budgeting, ensuring effi cient use of resources and adherenceto assigned budgets.
  • Advocate for technology solutions that enhance productivity and user experience.
• Inventory & Asset Management:
  • Manage lifecycle of desktops, laptops, mobile devices, and peripherals.
  • Maintain accurate asset inventory, license compliance, and budget alignment.
  • Standardize procurement, deployment, imaging, and retirement processes.
• Collaboration & Conference Room Technology:
  • Manage and support conference room audio/visual systems, including Microsoft TeamsRooms and video conferencing solutions.
  • Ensure consistent user experience for in-offi ce and remote collaboration.
  • Partner with facilities and business teams to deliver seamless meeting experiences.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

3+ years of experience in IT service delivery, service desk management, or IT operations. 3+ years of hands-onexperience with Microsoft 365 administration, Intune, and collaboration platforms. Strong understanding of ITILpractices and service management frameworks. Proven ability to lead technical teams, manage multiple priorities,and drive process improvement. Experience with automation tools (PowerShell, Power Automate, or similar).

Education/Certifications/Licenses

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). Certifications such as ITIL 4, Microsoft Certified Administrator Associate / Expert a plus.

Interpersonal Skills

A signifi cant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanationswith customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confi dentialnature. Communications may involve motivating, infl uencing, educating and/or advising others on matters ofsignifi cance. Typically includes subject matter experts as well as fi rst level to middle managers.

Other Skills

Customer-focused with strong communication and interpersonal skills. Analytical mindset with ability to track KPIs and identify improvement opportunities. Problem-solving orientation with a passion for innovation, automation, and efficiency.

FULL TIME POSITION

Starting Range: $62,342.04 - $69,763.72

Full Range: $59,373.38 - $89,060.07

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must becapable of climbing / descending stairs in emergency situation. Must be able to operate routine offi ce equipment.

BalancedComp 3 IT Service Delivery Supervisor | 10/03/2025

Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to workextended hours whenever required or requested by management. Must be capable of regular, reliable and timelyattendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area 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 complete basic mathematical calculations, spell accurately, and understand computer basics. 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.