SR MANAGER, IT CLIENT COMPUTING

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze?

and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire.

This position is ineligible for employment Visa sponsorship.

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 around 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

People Leadership : Provide guidance to direct reports and matrixed staff working on their assigned shift. Responsible for leading, training and growing the team's capabilities to ensure department objectives and SLAs are met.

Responsible for setting job expectations and holding staff accountable, proactively manage team and address gaps in approach and delivery at the individual and team level.

• 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.
• 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.
• 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.

Minimum Qualifications

• Education and experience obtained through completion of a bachelor's degree in Computer Science, Engineering, Math or Physical Sciences or related experience
• Minimum 10 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 3 or more years in direct leadership as a leader, demonstrating IT management experience with a proven track record of hiring, coaching and leading cross functional technical teams.
• Strong historical ability to research, troubleshoot, and quickly identify and resolve highly technical and complex system and application issues.
• 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.
• This position requires a detail-oriented candidate that is passionate about customer service and technology.
• 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.
• Operational experience with a multi-domain Active Directory / LDAP environment
• Background and drug screen

Preferred Qualifications

• Any related training or certifications (MCSE, MCSA, MCP, ComTIA, AWS, Azure)
• Experience with VMware (or Hyper-v) virtualization
• ITIL Certified
• Master's degree

Physical Requirements

Early Warning works together in a highly collaborative office environment.?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.

The pay scale for this position in :

Phoenix, AZ in USD per year is : $130,000 - $150,000.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer.

Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers).

The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

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 6% deferral immediately upon eligibility.
• 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 and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• 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. Our team can share more during the interview process!

Early Warning Services, LLC (Early Warning) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws.

The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.