Technical Support Director

5 days ago

Eden Prairie, Minnesota, United States Ready Credit Corporation Full time
Job Summary

Ready Credit Corporation is seeking a seasoned Technical Support Director to oversee the day-to-day activities of our Technical Support team. As a key member of our Operations Management Team, you will be responsible for prioritizing workload assignments, maintaining uptime for continuity of service, and ensuring a premium experience for our clients.

Key Responsibilities
  • Manage day-to-day operations of the Technical Support team, ensuring the uptime and operational continuity of RCC kiosks and client-facing payment hardware.
  • Manage systems of records for internal and external systems, maintaining accurate record-keeping and workflows.
  • Lead the team and vendors to deliver services 24/7, scaling response times and technical effort as needed.
  • Establish and maintain working relationships with 3rd party vendors supporting RCC technical services.
  • Participate in the negotiation of key supplier agreements.
  • Anticipate and identify risks/issues with vendor services, developing mitigation and corrective actions.
  • Ensure internal operating databases are accurately maintained.
  • Establish and maintain processes to track vendor performance and team performance.
  • Hold regular status meetings with vendors, addressing positive and negative results.
  • Collaborate with Sr. Leadership and management to advance the goals of the organization.
  • Establish and maintain pertinent reporting and targeted metrics.
  • Create and manage Technical Support team and vendor contributors to reach or exceed SLA targets.
  • Have a close working relationship with RCC IT and Tier 3 for escalation and troubleshooting.
  • Be a contributing member of the Operations Management Team and an active participant in department initiatives.
Requirements
  • 10 years of operations experience in FinTech, remote device monitoring/repair, and vendor management.
  • Previous leadership in a technical help desk environment.
  • Strong technical skills around data management.
  • Bachelor's degree in a related field preferred.
  • Excellent communication skills, a solid foundation in business application development, and a 'can do' attitude.
  • Ability to develop formal business documents using established documentation/presentation software packages.
  • Strong attention to detail.
About Ready Credit Corporation

Ready Credit Corporation is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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