IT Manager, Support Services

5 days ago

Jacksonville, United States Triad Financial Services, Inc. Full time
Job DescriptionJob Description

The IT Manager of Support Services is responsible for the management and direction of the Triad Support Services team. He/she directs and contributes to the maintenance and support of the production environment to resolve issues and support future growth. The IT Manager, Support Services is also responsible for managing, and hands-on assistance with, the installation, maintenance, and upgrades for desktop operating systems and software utilized by the organization. This hands-on leadership position requires high levels of attention to detail to ensure that systems needed by the organizations are fully functional and operating 24 x 7 x 365. This position will report to the VP, Technology Operations. This position is located in our Jacksonville, FL headquarters. This is a full time position with a base pay between $90 and $115K with bonus opportunity, 3 weeks of PTO, 401k with corp matching, tuition reimbursement, health benefits available Day 1, and more

Essential Functions

  • Work with senior leadership on strategy and direction of the team, and act as the SME on front line support efforts of the team.
  • Leads the effort for the management and evolution of the organizational call center technology solutions, such as Alvaria, Avaya, and Microsoft Teams.
  • Directs the installation, configuration and administration of production operating systems, and desktop software used by the organization.
  • Acts as a lead support resource and peer reviewer for the call center technology platform, to include support monitoring, configurations, and administration.
  • Work with senior leadership to implement/deploy high-performing, scalable solutions to the production environment.
  • Work with senior leadership to develop multi-year strategies, roadmaps, and plans for production application support & call center technology evolution.
  • Participates in the definition of technical standards and guidelines that pertain to production desktop systems and information use, security, access, and governance.
  • Develops and manages effective working relationships with other departments, groups or personnel with whom work must be coordinated.
  • Manages, directs, and supervises assigned direct reports for planning, organizing, and reviewing individual performance.
  • Serves as a coach and mentor to team members. Delegate tasks as appropriate.
  • Manages troubleshooting and resolution of data support issues.

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbents may be required to perform other additional duties as assigned.

Minimum Qualifications

This position requires a bachelor’s degree in computer science or information systems. Master’s degree in computer science or business administration / management is preferred. Three to five years of experience in mortgage or lending industries. Minimum of five years of experience with administering enterprise-wide call center and production desktop systems. Minimum of seven years of experience with Microsoft operating systems.

Knowledge, Skills & Abilities

  • Possesses an understanding of information systems, business intelligence, and knowledge of how to access multiple information sources for analytical purposes.
  • Strong familiarity with on-prem and Azure Cloud application software suites
  • Experience with server-based programming or scripting languages such as DOS or PowerShell.
  • Ability to establish rapport and drive consensus and change at all levels of the organization.
  • In-depth knowledge of Alvaria / Noble call center technology
  • Extensive experience in Deploying, Configuring, Development, Security, and Support of Call Center technology in Production, Quality, Test, Development, and Cluster Server Environments.
  • Understanding of user security including but not limited to logins, users, roles, schemas, and object level permissions assignment and auditing.
  • Knowledge of all phases of Software Development Life Cycle (SDLC) involving Systems and Requirements Analysis, Design, Development, Implementation and Testing.
  • Experience with configuring and administering Alvaria Composer and Call Queues
  • Experience with any of the following: Azure DevOps, JIRA, ServiceNow, GitHub, SharePoint, issues tracking, and project management software.

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