Manager - IT Service & Support Operations

November 25, 2024

Apply Now

Receive Emails with Similar Jobs

Velera

WebsiteLinkedInAll Job Openings

Velera is a company dedicated to powering the growth of credit unions through transformative fintech solutions and exceptional service. With over 45 years of experience, Velera serves 4,000 financial institutions and employs a team of 4,800 professionals. The company is focused on innovation and velocity, aiming to accelerate success within the credit union movement by enhancing credit processing, data insights, fraud management, digital banking, and more. Velera prioritizes the 'people helping people' philosophy and collaborates with industry leaders to deliver cutting-edge financial services and solutions.

Credit Processing • Debit Processing • ATM Network • Fraud & Risk Management • Recovery Solutions

1001 - 5000 employees

Founded 1983

💳 Fintech

💸 Finance

🤝 B2B

📋 Description

• Oversee the day-to-day operations of the IT support operations. • Manage a mixed team of IT support analysts, specialists, technicians, and leads. • Develop and implement support policies. • Ensure high levels of customer service and efficient resolution of technical issues. • Set clear objectives and goals for the service and support team. • Monitor performance against objectives. • Develop and maintain strong relationships with internal customers and stakeholders. • Lead initiatives to enhance the efficiency and effectiveness of the support teams. • Act as an escalation point for complex technical issues and customer complaints.

🎯 Requirements

• Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field. • Bachelor degree preferred. • Industry specific certification required (ITIL, HDI, CPI, or other technical certifications). • HDI certification preferred; required within 1 year of hire. • Eight (8) years of experience and demonstrated success in technology leadership, with emphasis on IT service and support, required. • Experience in financial services strongly preferred. • Experience working in IT Service Management and applying ITIL best practices preferred. • Exceptional customer service and troubleshooting skills across all areas of IT; Strong customer-first ethic; Extensive experience working in a team-oriented, collaborative environment. • Strong, proven problem-solving skills with the ability to quickly analyze the most expedient method to recover business operations. • In-depth knowledge of industry frameworks and their application in an enterprise environment. • Strong understanding of IT service management principles and practices. • Proficiency in Windows operating systems and common business applications. • Knowledge of networking concepts and enterprise ticketing systems. • Exceptional organizational skills with ability to manage multiple projects, work in fast-paced environment, and effectively prioritize in order to meet deadlines. • Must be committed to a culture of continuous improvement. • Ability to define processes and procedures that scale to meet the needs, risks, challenges and opportunities of the organization. • Ability to travel as needed to successfully perform position responsibilities.

🏖️ Benefits

• Competitive wages • Medical with telemedicine • Dental and Vision • Basic and Optional Life Insurance • Paid Time Off (PTO) • Maternity, Parental, Family Care • Community Volunteer Time Off • 12 Paid Holidays • Company Paid Disability Insurance • 401k (with employer match) • Health Savings Accounts (HSA) with company provided contributions • Flexible Spending Accounts (FSA) • Supplemental Insurance • Mental Health and Well-being: Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program