Primary Location: Grand Rapids, MI
Employee Status: Full-time
Workplace Type: Hybrid
Who we are:
At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter.
Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.
About this position:
The Director of Enterprise Service provides strategic and operational leadership for all enterprise technology support functions, including Service Desk, End User Computing, IT Asset Management (ITAM), Field Services, and Unified Communications. This role ensures the delivery of reliable, customer-focused IT services through IT Service Management (ITSM), best practices, ServiceNow process enablement, and Agile ways of working that support business objectives and enhance employee experience.
What you’ll do:
Develop and execute the strategy, roadmap, and operating model for enterprise technology support services, ensuring alignment with organizational goals, ITSM frameworks (ITIL), and Agile/SCRUM principles.
Lead, mentor, and develop managers and senior technical staff, fostering a collaborative, inclusive, and continuously improving culture focused on service excellence and accountability.
Oversee Service Desk, End User Computing, Field services, Unified Communications, and IT Asset Management operations, ensuring consistent service delivery, SLA attainment, KPI reporting, and high customer satisfaction.
Provide leadership and operational oversight for ServiceNow-enabled ITSM processes, including incident, request, problem, change, asset, and knowledge management, driving process maturity and automation.
Manage the full lifecycle of IT assets and support technologies, including procurement, deployment, inventory, vendor management, budgeting, and contract oversight to ensure cost-effective outcomes.
Embed Agile/SCRUM practices within technology support teams by supporting sprint planning, backlog prioritization, retrospectives, and continuous improvement initiatives.
What You’ll Bring:
Minimum of five to eight years of similar or related experience.
Exceptional understanding of enterprise technology architecture, devices, operating systems, and software.
Strong project management skills, with the ability to prioritize and manage multiple projects concurrently.
Excellent leadership and communication skills, with the ability to influence and collaborate effectively at all levels of the organization.
What you’ll get:
All Employees: weekly pay and retirement savings options.
Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
To see a full list of our benefit offerings, check out this helpful guide!
Have additional questions about the role? Email the Talent Acquisition Team at: Careers@lmcu.org.
If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848.