Director of User Technology & Application Support

## Description **What You'll Do** Congressional Federal Credit Union is seeking an enthusiastic and forward-thinking Director of User Technology & Application Support. This is a strategic and operational leader responsible for delivering exceptional end-user technology experiences and enterprise application support. This role leads the Business Systems and Help Desk functions, ensuring reliable, secure, and efficient technology services that enable employees and support organizational objectives. The Director oversees service delivery, application support, and end-user technology, while driving continuous improvement, operational excellence, and strong vendor partnerships. This position plays a key role in aligning technology services with business needs, improving user satisfaction, and enabling productivity across the organization. **Where you will have an impact** - **Leadership & Strategy:** Provides strategic direction and leadership for the Business Systems and Help Desk teams, establishing a clear vision, roadmap, and service delivery standards for user technology and application support. Drives continuous improvement initiatives to enhance user experience, service quality, and operational efficiency. Partners closely with business leaders to ensure technology support services are aligned with organizational priorities and evolving business needs. - **Service Delivery & Operations:** Oversees the daily operations of end-user support, including hardware, software, and peripheral support across the organization. Ensures the availability, performance, and reliability of end-user technology and enterprise applications. Leads incident, problem, and change management processes to ensure timely resolution of issues while minimizing disruption to business operations. - **Application Support Leadership:** Leads the support of key enterprise applications, including core banking systems, CRM platforms, and collaboration tools. Ensures effective escalation, troubleshooting, and resolution of application-related issues. Collaborates with business units to optimize system performance, improve utilization, and support ongoing enhancements. - **Vendor & Partner Management:** Manages relationships with third-party vendors, including managed service providers and application partners, ensuring performance aligns with established service level agreements and organizational expectations. Evaluates and recommends technology solutions and services that support operational goals and improve service delivery. - **Analytics & Continuous Improvement:** Utilizes service desk metrics and support data to identify trends, root causes, and opportunities for improvement. Develops reporting and dashboards to provide visibility into service performance and user experience. Implements proactive solutions to reduce recurring issues and enhance overall service quality. - **People Leadership:** Provides leadership, coaching, and development for team members through effective performance management, training, and career development planning. Fosters a culture of accountability, collaboration, and customer service excellence while building and sustaining a high-performing team. - **Governance, Security & Compliance:** Supports IT governance activities, including audits and regulatory requirements related to end-user technology and application environments. Ensures appropriate access management, security controls, and adherence to organizational policies. Participates in disaster recovery, business continuity planning, and incident response efforts to ensure operational resilience. **What You Bring to the Table** **Qualifications and Skills required:** - Bachelor’s degree (or equivalent experience) plus 5+ years leading a helpdesk or application support function. - Eight years to Ten years of similar or related experience. - Demonstrated technical competence with PC and Mac hardware, software and accessories and service desk systems. - Familiarity with core b…