Director Technology Support

About Our Opportunity

Provide leadership and coordination to the Service Desk and Technology Support team within the Business Technology team.  Develop and implement a vision for the Service Desk and Technology Support team that provides technology support services to customers, receives and tracks incidents, facilitates user computing assets and asset lifecycle management, delivers end-user workstation builds and image administration, and ensures incidents are optimally addressed and resolved. Lead the team in the establishment of processes and metrics that enable timely resolution of support incidents.  The Director of  Technology Support will also ensure team members are trained and mentored to support development needs and ensure peak team performance.

Directors provide strategic and operational leadership for a defined function, ensuring work aligns with organizational goals and priorities. They build strong partnerships, lead complex initiatives, and create clarity for their teams. Directors foster a coaching culture, develop talent, and promote collaboration to advance shared outcomes across the Association.

How You Will Spend Your Time

• Lead the IT Service Desk, Technology Support and Access Management functions and take responsibility for the proactive management of incidents, events and problems by monitoring key components so that failures are detected early and the resolution process can be initiated. Ensure incidents are resolved within required timeframes.
• Serve as the team’s leader and subject matter expert for Technical Support Analysts, Service Desk and Access Management Technicians, and Leads; ensuring that incidents, events, and problems are fully resolved by leveraging the team and partnering with appropriate resources. Assign and delegate projects to team members. Communicate status updates to customers. Serve as an escalation point for unresolved issues.
• Drive the creation and maintenance of documentation for knowledge base articles, administrative procedures, and troubleshooting customer issues.
• Communicate with teams that include engineers, developers, analysts, and quality assurance testers in order to coordinate and document support requirements for application development and testing.
• Coordinate work with software engineers and developers to define product support requirements for Farm Credit Mid-America hardware/infrastructure.
• Deliver exceptional customer service, serving as a trusted and visible technology partner to the business.
• Analyze and identify trends in issue reporting and identify solutions for prevention.
• Ensure continuous performance management is delivered to team members and add value to the overall development of the team.
• Build a qualified Service Desk, Technology Support and Access Management team through innovative hiring, training and development techniques, and effective performance management.
• Facilitate team and individual meetings on a regular and as needed basis.
• Recommend changes to policies and establishes procedures and priorities. Set and align personal or group goals with established organizational objectives.
• Accountable for staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required.
• Provide Quarterly reports of Service Desk metrics including call abandon rate, calls answered within SLA, customer experience, and first call resolution.
• Provide strategic and operational leadership that aligns the function with organizational priorities.
• Provide clear goals, plans, and expectations that translate strategy into action.
• Lead complex initiatives that improve performance, quality, or innovation.
• Develop team members through coaching, feedback, and accountability.
• Build strong partnerships across the Association to ensure alignment and coordinated execution.
• Exercise sound judgment to balance business needs, risk, and customer impact.

Education & Experience

• Bachelor's degree with 5 years of relevant experience required.
• Technology support experience preferred.
• Supervisory/management/leadership experience preferred.

Mental & Physical Requirements

While engaged in this position, team members will routinely sit, use hands for tasks, and communicate orally. Standing or walking is frequently required, while occasional demands include reaching with hands and arms, and lifting or moving up to ten pounds. Vision requirements encompass close and distance vision. The work environment typically has a moderate noise level. This role may entail a blend of mental and physical capabilities, requiring strong mental acuity, problem-solving skills, and occasional physical tasks such as standing, lifting, or extended computer usage. Some roles may require physical or mental requirements related to driving, such as a valid driver's license, and the ability to drive a long-distance. Reasonable accommodations will be considered for individuals as requested.