Manager, IT Service Management

The ITSM Manager leads OnPoint Credit Union's IT Service Management program, ensuring technology services deliver exceptional experiences for approximately 1,300 employees across the organization. Reporting to the VP of Technology Operations, this role involves building, operating, and continuously improving the ITSM framework from Help Desk operations to enterprise platform management. The position blends strategic program leadership with hands-on operational ownership, focusing on ITIL-aligned process design, platform administration, SLA management, and service quality in a regulated financial environment.