Sr. Manager, IT Service Management (932505)

Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601   

 

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future.  Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending.  Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.

We offer:

• Competitive Wages
• Health/Life Benefits
• Health Savings Account plus Employer Seed
• 401(k) Savings Plan with Company Match
• 3 Weeks of Paid Parental Leave
• 11 Company Paid Holiday's
• Paid Time Off including Volunteer Time
• Vacation Carryover
• Tuition Reimbursement
• Work-Life Balance
• Business Casual Environment
• Rewards & Recognition Program
• Employee Assistance Program
• Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid)

To learn more about Purpose Financial visit Purpose Financial Website.

 

Position Summary

This position reports to the VP, Technical Operations and is responsible for Service Desk/Production Support.

Job Responsibility

• Oversees third-party Level 1 Service Desk as well as Level 2 Production Support
• Good understanding of modern self-service technology solutions and ability to implement and evangelize
• Pro-automation and can think through ideas to improve automation
• Excellent skills in mentoring, recruiting, and communication at all levels
• Proactively create continuous improvement proposals and initiatives
• Evaluate market solutions for new technology to determine if we are properly setup to succeed and improve
• Ability to provide ROI for proposed changes
• Create a culture driven by customer experience while maintaining complete understanding of all team metrics

 

Delivery & Execution: Partners to resolve the most advanced, escalated technical and executive-level issues. Documents reviews and ensures that all quality and change control standards are met. Acts as a SME for various aspects of the Service Desk business to ensure knowledge base articles, training, and knowledge is shared across the Service Desk. Oversees projects within the Service Desk team and drives alignment across them to achieve department and enterprise level goals; provides consultation and direction for projects outside of the Service Desk. Makes suggestions that help drive operational excellence to create internal customer satisfaction and meet operational metrics.

Job Responsibilities Cont.

Strategy & Planning: Engages, tracks, and partners with IT teams and Field Ops Leadership to understand current relationships, perceptions of user experience, and possible improvement opportunities for the Service Desk. Provides research and proposals for selecting critical vendors to partner with; engages vendors as needed to resolve or proactively remediate issues Supports and nurtures strategic vendor relationships; Drives alignment and improvement across the Support Team by identifying and analyzing trends and considering suggestions from other Support Leaders; Communicates standards, processes, and updates that mitigate potential negative impact; holds Support Team members and leads accountable for adhering to cur