IT Operations Manager
Job Description
At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.
While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
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About the Role
We are seeking an IT Operations Support Manager to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.
What You'll Do
The IT Operations Support Manager will help
- Lead a team to optimize the support of Operations users of Call Center tools and dependent systems.
- Provide technical guidance and expertise to diagnose and debug production issues coming from agents, alerts or other escalation paths.
- Design, maintain, and improve incident management and alerting processes as well as identify monitoring opportunities.
- Drive automation initiatives to streamline operational tasks and reduce workflow inefficiencies.
- Increase incident report/resolution efficiencies and lower the human intervention time on related tasks.
- Enforce and support IT policies for data security and compliance.
- Lead and mentor a team of support specialists, providing guidance and support in their day-to-day activities and career growth.
- Maintain comprehensive IT documentation and generate regular performance reports. Utilize data-driven insights to identify trends, areas for improvement, and innovation opportunities.
- Perform problem & incident management, work with vendors and other technical personnel for problem resolution.
- Support all employees, acting as an escalation tier for Level 1 support.
- Foster a customer-centric support culture within the team.
- Facilitate new hire onboarding experience through training and interactive sessions.
- Utilize scripting languages such as PowerShell and Bash for automation and system optimization.
- Influence skills to create a culture of change, excellence and innovation while constructively challenging the status quo.
What We Look For
- Bachelor’s Degree or Master’s in Computer Science, Engineering, Software Engineering or a relevant field.
- 5+ years of experience working in IT solution delivery, Support, Management, or systems administration role.
- 5+ years of experience in providing cloud infrastructure, SaaS platform, Directory and SSO support.
- Experience with open-source technologies and cloud services (AWS preferred).
- Critical thinking/analytical leadership experience.
- Knowledge of scripting languages such as JavaScript, Ruby, Python, and Bash.
- Proven success driving monitoring projects and related initiatives.
- Ability to manage multiple complex projects - work prioritization, planning and task delegation.
- Strong SQL experience.
- Proven ability to work successfully with limited supervision.
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
Date Posted
06/04/2024
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