Description
At Blue, we discover pathways to realize your possibilities! Our IT Service Delivery Supervisor is responsible for all end-user technology services, with a focus on service desk operations, device lifecycle management, collaboration systems, and Microsoft 365 administration. This role ensures consistent, dependable, and secure technology experience across the organization by leading service desk staff, implementing automation, and administering Microsoft 365 environments.
Major Duties and Responsibilities
Service Desk & End-User Support: Lead the IT Service Desk team to ensure timely resolution of incidents and service requests.
Establish and monitor KPIs/SLAs that support performance, customer satisfaction, and ticket resolution.
Develop and maintain IT knowledge base, self-service tools, and end-user documentation
Drive continuous improvement in service delivery, leveraging automation and best practices and analyzing trends to reduce repeat service incidents.
Microsoft 365 Administration & Automation: Administer and optimize Microsoft 365 services including Teams, SharePoint, Exchange Online, OneDrive, and Intune
Develop and deploy automation workflows (Power Automate, scripting, Intune policies) to streamline IT operations.
Administer user access, security, and compliance policies in alignment with organizational standards and regulatory requirements.
Leadership: Supervise and mentor IT service desk staff, providing coaching and development opportunities.
Partner with cybersecurity, infrastructure, application, and core teams to ensure end-to-end service quality.
Participate in IT planning and budgeting, ensuring efficient use of resources and adherence to assigned budgets.
Advocate for technology solutions that enhance productivity and user experience.
Inventory & Asset Management: Manage lifecycle of desktops, laptops, mobile devices, and peripherals.
Maintain accurate asset inventory, license compliance, and budget alignment.
Standardize procurement, deployment, imaging, and retirement processes.
Collaboration & Conference Room Technology: Manage and support conference room audio/visual systems, including Microsoft Teams Rooms and video conferencing solutions.
Ensure consistent user experience for in-office and remote collaboration.
Partner with facilities and business teams to deliver seamless meeting experiences.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
FULL TIME POSITION
This is an on-site position at our Cheyenne, WY location.
Starting Range: $62,342.04 - $69,763.72
Full Range: $59,373.38 - $89,060.07
**If you are interested in applying, please use the following link: IT Service Delivery Supervisor | Blue Federal Credit Union Opportunities
Requirements
Knowledge and Skills
Experience
3+ years of experience in IT service delivery, service desk management, or IT operations. 3+ years of hands-on experience with Microsoft 365 administration, Intune, and collaboration platforms. Strong understanding of ITIL practices and service management frameworks. Proven ability to lead technical teams, manage multiple priorities, and drive process improvement. Experience with automation tools (PowerShell, Power Automate, or similar).
Education/Certifications/Licenses
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). Certifications such as ITIL 4, Microsoft Certified Administrator Associate / Expert a plus.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Customer-focused with strong communication and interpersonal skills. Analytical mindset with ability to track KPIs and identify improvement opportunities. Problem-solving orientation with a passion for innovation, automation, and efficiency.
ADA Requirements
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
