Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe!
Summary: The Manager, IT Operations is responsible for leading the daily operations of the Service Desk, managing the End User Computing/Service Desk team, representing the team to partners, driving continuous improvement, and maintaining high levels of customer service/execution. Must have a varied set of skills, from knowledge of relevant technical standards to the ability to inspire and empower a team to adapt to evolving circumstances, which is vital to carry out effectively the many responsibilities of a service desk and support team. The first and main responsibility of the role is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of this role and what all other responsibilities are centered around. The role is responsible for ensuring that the End User Computing/Service Desk addresses, resolves, and advances all incidents promptly providing the best customer experience to our stakeholders.
This role is a hybrid role that will work onsite 3 days per week at our Conshohocken, PA location. Occasional travel may be required as part of this position.
RESPONSIBILITIES:
- Own and assist with the development of methodologies to increase customer satisfaction and team productivity to ensure user perform their duties as expected.
- Analyze metrics to determine constraints and make recommendations for process, people, or tool improvements.
- Continually evolve and improve these services based on strategies for these IT service lines of business; create and maintain a knowledge database for customer service and support. Implement the organization’s vision within the department and contribute to the implementation of the vision throughout IT.
- Responsible for hiring, scheduling, retaining, mentoring, and training the team.
- Identify gaps in service delivery and work with the team to continuously improve to meet and exceed goals.
- Work with other departments to document, as well as communicate, new IT Operations Policies and Procedures, along with optimizing and revising existing Policies and Procedures.
- Work with internal and external stakeholders to ensure changes to IT Systems are communicated, validated, understood, and accepted without any negative impacts to Clients or Customers.
- Practice asset management for all hardware, software, and equipment.
- Collaborate cross-functionally with the other business units to deliver best-of-class services.
- Act as a liaison to other technology teams on behalf of the End User Computing/Service Desk team.
QUALIFICATIONS:
- 5+ years of direct, technical experience required.
- 3+ years of people-leading experience required.
- Hands-on experience managing a Service Desk, including full-time employees, outsourced individuals, and vendors.
- Recent experience supervising the operation of Microsoft EntraID/Azure Active Directory.
- Automating tasks and processes using Azure PowerShell, Azure CLI, or other automation tools.
- Excellent leadership and management skills, with the ability to empower a team of IT professionals.
- Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
- Excellent problem-solving skills
- Excellent verbal and written communication skills.
- Self-managed, motivated, and team-oriented.
- Experience troubleshooting laptop, server, and network issues.
- Experience with automated deployments, patching, software installation/configuration management (i.e., WSUS, SCCM, Intune, Autopilot).
- Experience with organizational transformation and its impact on service delivery methods and end-user experience
The base salary range for this position is budgeted for $117,180 to $136,500 with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of proven experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, open PTO, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.
At Onbe, a diverse group of people, ideas, and perspectives are key to achieving phenomenal things. For over 25 years, our focus has remained on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better. Our definition of success includes celebrating differences and affirming belonging. To that end, we ask employees to come to Onbe as they are and contribute their diverse perspectives, identities, and experiences.
We believe that the recruiting phase is only the very beginning of diversity and inclusion. At Onbe, we’re constantly evolving the way we celebrate diversity every day and in everything we do. With several internal committees that are dedicated to mental and physical wellness, diversity, inclusion, and community outreach, we are committed to making a culture that is inclusive to all.
Onbe is proud to be an equal opportunity employer. We seek out ways to create a mindful workforce that embraces diversity and celebrates a culture of inclusion. We do not discriminate against employees or job applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information or military service. Our equal opportunity policy applies to all decisions of employment including hiring, placement, promotion or advancement, termination, layoff, recall, transfer, compensation, training and leaves of absence
