Sr Director, IT - Client Computing

Come build the next-gen fintech at Early Warning, network operator of Zelle®, where we're relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond - we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we're only getting started.

With new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL - plus a growing presence in San Francisco - we're entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

People matter to us, so we think our best work is done when we're together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual ("remote") workplace models.

Join us and make your mark on what's next in fintech.

*Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.

Overall Purpose:

This position directs and leads the Information Technology Client Computing team which includes the Employee Service Desk, Desktop Support, Desktop Engineering, IT Asset Management, Collaboration Services, Audio Visual Services, and Executive technology support. This position requires a high level of technical knowledge in the area of end user computing platforms, conference rooms audio visual systems, collaboration tools, Microsoft cloud services and ServiceNow ITAM (SAM Pro, HAM Pro) tools. This role ensures excellence in customer service and will engage and collaborate with key corporate stakeholders.

Essential Functions:

• Responsible for automated desktop image creation leveraging Microsoft Intune/Autopilot and Apple JAMF that will support the needs of EWS employees
• Directs the engineering and support of client end point devices (Microsoft Windows and Apple Macs), collaboration suite (Microsoft and Zoom cloud services (0365, Email, Teams and OneDrive, Virtual Desktop Infrastructure) and audio-visual technology platforms
• Leads the Employee Service Desk (ESD) by leveraging best practices service metrics ensuring that client incidents, service requests and service levels are met or exceeded to maintain high customer satisfaction
• Responsible for the accuracy and reporting metrics of the ServiceNow IT asset management database that tracks all information technology assets and is used for the Quarterly Technology Refresh Review to meet OCC and SOC2 compliance requirements
• Manage the full lifecycle of the end-user desktops, laptops and mobility platforms that span the procurement, provisioning, maintenance and decommissioning processes
• Ensures the high availability, performance and security of all critical systems and leverages metrics to manage and continuously improve service levels.
• Oversees new employee and on and off-shore contractor on-boarding processes, ensuring new hires have the tools needed to perform their job on their first day of employment
• Drives effective leadership, direction and mentoring for a performance-based organization that is focused on meeting and exceeding service levels.
• Responsible for strategy surrounding compliance, ensuring baseline security on all endpoints
• Measures and acts on customer service excellence by leveraging customer surveys and meeting with key stakeholders on a regular basis for feedback on services
• Provide executive "high touch services and support" for EWS senior staff
• Monitors, tracks and maintains the desktop software and operating system licenses to ensure compliance with all license agreements
• Collaborates with the IT Security team to establish a secure computing framework for end-user environment inclusive of systems access management
• Provide continuous improvement on the services offered through the measurement of key performance indicators
• Develops Client computing technology roadmaps that align with the Early Warning Technology architectural vision
• Support the company's commitment to risk management by protecting the integrity and confidentiality of systems and data

Minimum Qualifications:

• Education and experience obtained through completion of a bachelor's degree in Computer Science, Engineering, Math or Physical Sciences
• Minimum 15 years' experience in demonstrating deep technical expertise in endpoint device engineering and management, Virtual Desktop Infrastructure, conference rooms audio visual platforms, Employee Service Desks, and messaging and collaboration tools
• Minimum 8 years in direct leadership as a leader of leaders, demonstrating IT management experience with a proven track record of hiring, coaching and leading cross functional technical teams
• Proven relevant industry experience and a track record of expertise in the management of end user technology with a demonstrated passion for customer service and a progression of responsibilities
• Excellent organizational, interpersonal and collaboration skills are required with a demonstrated ability to support complex organization relationships
• Excellent written and verbal communication skills with an ability to communicate at all levels of the organization
• ITIL Certified
• Background and drug screen

Preferred Qualifications:

• Cloud Certification
• Master's Degree

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage - Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 5% deferral immediately upon eligibility.
• 12 weeks of Paid Parental Leave
• Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays
• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest.

*Unlimited Time Off available to regular, full-time exempt roles only. Our team can share more during the interview process!

Early Warning Services is an Equal Opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, religious creed, ethnicity, ancestry, national origin, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, citizenship, ancestry, disability, veteran status, genetic information or any other characteristic protected by law.