Manager of IT Support

Rogue Credit Union • Medford, OR

14h

About The Position

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon, Idaho and California counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

The Manager of IT Support provides strategic and operational leadership for a large, geographically diverse IT Support organization that serves more than 30 locations. This role is accountable for all end-user support services including enterprise helpdesk operations, desktop and endpoint support, IT service delivery, hardware, software and license provisioning, and complex conference room and collaboration technologies. The Manager is expected to demonstrate exceptional professionalism, tact, and communication skills, building strong, trusted partnerships with business leaders across the organization. This position ensures an exceptional support experience for all team members, fostering a culture of accountability, knowledge sharing, and continuous improvement while balancing daily operational demands with long term planning. The Manager maintains reliable technology standards, coordinates support for remote and onsite environments and ensures readiness for ongoing growth and organizational initiatives.

Requirements

• Five to Eight years in a professional IT Support position, prefer previous supervisory experience, with a proven track record of increasing responsibility.
• An associate or bachelor’s degree in IT or a related field, combined with industry recognized certifications such as CompTIA, Microsoft, or ITIL, is preferred.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside Contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• The role requires deep technical expertise across Microsoft operating systems, desktop technologies, productivity suites, email platforms, and enterprise helpdesk systems, along with strong proficiency in antivirus/malware solutions, networku2011connected peripherals, and advanced Active Directory administration. The Manager must be highly skilled in enterprise endpoint management and deployment tools, supporting device lifecycle management from provisioning through maintenance and security. Exceptional troubleshooting ability, strong timeu2011management skills, and the capacity to handle multiple competing priorities with professionalism are essential. This position also demands excellent interpersonal and communication skills, including the ability to clearly explain technical concepts to nonu2011technical users while consistently delivering courteous, reliable, and highu2011quality service across the organization.
• Some lifting required (up to 30 pounds), continuous sitting, occasional standing and occasional walking. Finger dexterity while using computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more. Ability to drive a motor vehicle or arrange for own transportation.

Responsibilities

• Recruits, hires, trains, coaches and motivates a highly qualified staff sufficient to meet the daily operational needs of the areas assigned. Oversees the intake, triage, and timely resolution of IT support requests across the enterprise. Responsibilities include developing streamlined support processes and documentation, leveraging enterprise class tools to optimize workflows and automate tasks, and recommending policy or procedural changes to enhance efficiency and the end user support experience.
• Provides oversight for all technical and field support activities, including procurement, installation, configuration, maintenance, monitoring, and troubleshooting of end user hardware, software, and licensing, throughout its lifecycle. This includes PCs, laptops, virtual machines, mobile devices, printers, copiers, scanners, and all other peripherals.
• Leads, mentors, and develops a large IT Support team across multiple states. This includes establishing performance expectations, accountability metrics, and a coaching culture that supports professional development and strong service delivery, while ensuring staffing levels meet both daily operational needs and long term strategic initiatives.
• Prepares timely operational and performance reports, conducts Root Cause Analysis (RCA), drives remediation and prevention efforts, and maintains awareness of emerging IT technologies, support trends, and industry best practices.
• Collaborates, designs and supports advanced conference room and collaboration systems across all locations, ensuring reliable video conferencing, audio visual hardware performance, and standardized room configurations.
• Proactively performs other duties as needed or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree