Technology Manager, Corporate Technology & Operations

Technology Manager, Corporate Technology & Operations

The Technology Manager, Corporate Technology & Operations will be responsible for the day-to-day operation of the Fintech IT department and serve as a primary point of contact for the business’ technological needs. This individual will also manage the IT Service Desk and IT Operations; driving efficiency in the fulfillment of IT service requests and response / resolution of IT incidents as well as overseeing IT Operations including routine maintenance, emergency response and root cause analysis. A well-qualified candidate will have the following attributes:

• Technical versatility: Comfortable working across traditional and next generation infrastructure, application, and security domains for in-office and remote work environments across the continental US and overseas.
• Collaboration: Skilled at building relationships and working effectively with diverse teams across the business and technology product delivery.
• Adaptability: Capable of rapid ideation and iteration to bring novel technical solutions to bear to classic and emerging IT challenges, and support technology modernization initiatives by enabling team tool and skill modernization.
• Customer focus: Enable the company’s sales, support, service, and engineering disciplines by providing prompt, courteous support and service to the business with a mindset of continuous improvement.

Essential Functions

• Manage the day-to-day function of the IT Service Desk, including ticket management and performance, knowledge basic process curation, procedure creation and maintenance, and SLA monitoring and reporting.
• Manage the IT Operations team including the performance of routine and emergency maintenance, incident response and root cause analysis, and management of operational performance KPIs including system health and performance, mean time to failure and recovery metrics, and system health and lifecycle indicators.
• Facilitate the successful management of corporate technology including software and supporting technology across core business departments such as Marketing, Accounting, HR, Sales, Support and Service, Product Development, and Engineering. This includes the end-user computing environment, physical office location support, and business software support.
• Perform staff management functions including on-on-one mentoring, performance management, career development, and training.
• Work with IT Infrastructure & Security team members to manage and implement operational efficiencies, security improvements, and technology modernization initiatives within the department.

Qualifications

• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication skills with ability to convey technical concepts to non-technical audiences.
• Ability to work collaboratively across technical and business teams.
• Experience participating in incident response and root cause analysis.
• Professional certifications including ITIL, AZ 104 (Azure Administration), Microsoft Domain and/or M365 (Intune) Administrator; Mac and Linux certifications are also desirable.
• Familiarity with regulatory frameworks (SOC 2, ISO 27001, CCPA, etc.).
• Familiarity with the fintech industry, payment processing, e-commerce, or financial services industries.
• Experience in creating and curating IT knowledge base documentation and support procedures.

Key skills/competency

• IT Operations
• Service Desk Management
• Incident Response
• Root Cause Analysis
• ITIL
• Azure Administration
• Microsoft 365 (M365/Intune)
• Regulatory Compliance (SOC 2, ISO 27001, CCPA)
• Technology Modernization
• Staff Management