Manager, IT Service & Support Operations - Remote

Posted on: 02-12-2024

Description:

Join the People Helping People
 
 PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.
 
 The Opportunity:
 
The IT Service & Support Manager is responsible for overseeing the day-to-day operations of the IT support operations (inclusive of the IT Service Desk, Desktop/Level 2 Support, etc.), ensuring high levels of customer service and efficient resolution of technical issues. This role involves managing a mixed team of IT support analysts, specialists, technicians, and leads, developing and implementing support policies, and continuously improving IT support services.
 
Day in the Life: 

• Supervise and manage the IT support team, including hiring, training, and performance evaluations.
• Foster a positive and collaborative team environment, promoting professional growth and development.
• Set clear objectives and goals for the service and support team and monitor performance against these targets.
• Oversee the daily operations of the support team to ensure timely and effective resolution of support requests.
• Responsibilities may include specialized functions, such as Major Incident Management, Event Management, or other ITIL or industry-standard workflows.
• Develop and implement standard operating procedures, policies, and best practices for IT service and support.
• Ensure appropriate staffing levels to provide coverage during business hours and manage on-call rotations as needed.
• Monitor and manage the incident and request queue, ensuring OLAs and SLAs are met.
• Identify recurring issues and work with IT teams to develop long-term solutions.
• Act as an escalation point for complex technical issues and customer complaints.
• Ensure a high level of customer satisfaction by providing excellent service and support.
• Develop and maintain strong relationships with internal customers and stakeholders.
• Review customer satisfaction surveys and implement improvements based on feedback.
• Generate and analyze service and support performance metrics and reports.
• Identify trends and areas for improvement in service delivery.
• Present findings and recommendations to senior management.
• Stay current with industry trends and best practices in IT support and service management.
• Lead initiatives to enhance the efficiency and effectiveness of the support teams.
• Participate in the development and implementation of IT projects and initiatives.
• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
• Direct staff, to ensure that all duties are performed according to department performance standards
• Ability to set clear expectations, manage performance, and act as a coach and mentor to service and support staff.

Qualifications:

• 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

About Velera
 
 At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion !
 
 Pay Equity $117,000.00
 
 to $152,100.00
 
 Actual Pay will be adjusted based on experience and other job-related factors permitted by law.
 
 Great Work/Life 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
 
 Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions
 
 Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
 
 Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following and the . Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.
 
 Velera is an E-Verify Employer. Review the E-Verify Poster (English and Spanish). For information regarding your Right To Work, please click (English and Spanish poster).
 
 As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at for assistance.

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