IT Support Manager

Continental Finance Company•Wilmington, DE

8d•Hybrid

About The Position

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking an IT Support Manager to support our Information Technology team. The Support Manager is responsible for supporting our Information Technology team by coordinating technical and information systems within the company. This individual should have a background in Information Technology, management, and analysis.

Requirements

High school diploma or GED required. Bachelor's degree preferred.
Minimum of 3 years of experience managing an IT support department.
Familiarity with endpoint management, identity and access management, and security incident coordination 1+ years of experience in Incident management (ITIL Framework) and creations of technical documents
Experience developing and enforcing SOPs, workflows, and service desk best practices Certifications from leading vendors such as CompTIA, Cisco, AWS or Microsoft are preferred.
The position requires minimal travel. Occasional travel requirements may be subject to overnight depending on the company’s needs.
Ability to lift 25+ pounds and sit for long periods of time.
Excellent analytical and troubleshooting skills.
Experience supporting Windows, macOS, SaaS applications, and enterprise systems.
Prior experience managing an IT Service Desk or technical support team in a mid-to-large organization.
Knowledge of Active Directory user accounts and basic Microsoft applications.
Ability to perform effectively under deadlines and thrive in fast-paced environments.
Strong interpersonal and customer service skills, with the ability to communicate effectively with users at all levels.

Nice To Haves

Familiarity with Cloud Technology (AWS, Azure, Google Cloud) is a plus.
Certifications from leading vendors such as CompTIA, Cisco, AWS or Microsoft are preferred.

Responsibilities

Hire, onboard, train, and mentor IT Support Specialists.
Ensure adherence to SLAs, KPIs, and service standards.
Promote “white glove” or high-touch support for end users
Conduct performance reviews, coaching, and corrective actions as needed.
Lead and manage daily service desk activities, including incident, request, and escalation management.
Maintain documentation (Runbooks, How To, SOPs, etc) and seek opportunities within the department to improve operational awareness and efficiencies.
Drive adoption and proficiency of changes within the organization in accordance ITIL Framework.
Develop project strategies and plans, including stakeholder assessment, communications to ensure the timely execution of the Tech Operations teams’ objectives.
Manage support tickets efficiently while maintaining accurate and detailed documentation.
Lead/facilitate meetings with clients to ensure an understanding of the current company culture and goals.
Perform additional duties as assigned.