IT Service Management Lead

Category Information Technology
Job Locations US-TN-Murfreesboro
Job ID
Active - Full Time Salary

About Us

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 27 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union’s sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

What We Offer

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union’s commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2023) and Training APEX Awards (2015-2023).


The IT Service Management Lead will partner and collaborate with all levels of IT management and staff to lead change and drive systematic improvements across our core services with respect to service management/service delivery. The incumbent works with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels.



  • Administer the IT Help Desk ticketing system (Cherwell) to ensure proper service levels are maintained
  • Working to ensure ITIL and solution best practices are implemented for IT Service Management / IT Operations Management tools, including Cherwell, event management, reporting, and other solutions
  • Acting as a technical leader and subject matter expert across all aspects of the ITSM solutions, including keeping up-to-date on Cherwell functionality and making recommendations on how new features can be used to enhance business processes
  • Manage all aspects of the IT Help Desk and maintain a high level of customer satisfaction while supporting a wide range of hardware and software products and services
  • Provide reporting as needed, detailing ticket response times and customer satisfaction levels
  • Maintain a high level of communication with product stakeholders regarding any service disruptions or any notable issues negatively affecting customer satisfaction levels
  • Provide adequate documentation for technical procedures used for troubleshooting and problem resolution
  • Develop and manage Tier 1 support processes and documentation.
  • Report regularly on key defined KPI’s and address any areas of concern.
  • Identify service trends and proactively drive ticket volume and client issues down.
  • Provide guidance and leadership to drive adoption of ITSM processes and toolsets.
  • Building strong relationships with business stakeholders; manage issues through closure
  • Ensuring proper documentation of solutions according to standards
  • Schedule IT Help Desk staff to ensure adequate levels of support are available to meet established SLA’s
  • Read all internal publications, including HUB and pssibilities.
  • Additional duties as required or assigned.



  • Bachelor's Degree CIS, MIS, Information Systems, Computer Science, Engineering or related field, or equivalent relevant work experience. required
  • ITIL v3 or v4 certification preferred
  • 3-5 years leading the development, implementation, and adoption of ITSM processes and service metrics for IT organizations. required
  • 1-3 years defining, implementing, and maintaining an ITSM methodology support service. required
  • Conceptual understanding of the IT Service Management (ITSM) methodologies
  • Ability to work cross-functionally to drive results in a timely fashion.
  • Ability to work successfully in multi-platform technology environments.
  • Excellent verbal and written communication skills; including strong presentation skills.
  • Strong process analysis, design, and process improvement mindset.
  • Aptitude for managing senior stakeholder relationships including expectations management and communicating difficult messages.
  • Demonstrable knowledge and understanding of complex support systems and processes.
  • Proficient in guiding and leading process improvement initiatives.
  • Excellent communication and people skills
  • Strong writing, presentation and documentation skills
  • Strong organizational skills
  • Regular, reliable attendance required

Connect With Us



Facebook  Twitter  Instagram LinkedIn


Ascend Federal Credit Union is an Equal Opportunity Employer. 


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed