About the Role:
Responsible for the delivery and management of technology services to the organization and ensuring an appropriate level of service is delivered.
What You Will Do:
- Prioritizes user satisfaction by addressing feedback, appropriately modifying work procedures, and enhancing end-user interactions.
- Seeks and communicates opportunities for improvement in both the operational and customer experience aspects of the service delivery.
- Collaborates with cross-functional teams to continually enhance customer experience and service delivery operations.
- Monitors daily operations to ensure service level agreements (SLAs) and organizational expectations are being consistently met and escalate issues accordingly.
- Serves as administrator and subject matter expert for a suite of service delivery management tools.
- Manages licensing, configuration, deployment, and maintenance of service delivery systems, productivity software solutions, and endpoints.
- Conducts incident, request, and asset management activities to ensure effective, expedient, and compliant operations.
- Ensures adherence and enforcement of standards, policies, processes, and procedures related to end-user computing devices, applications, and data.
- Ensures compliance of enterprise productivity applications, including configuration, patching, and upgrades.
- Manages creation and maintenance of process documentation and knowledge articles for tiered support teams and end-users.
- Identifies and facilitates opportunities for team member skills acquisition to ensure professional support of continually evolving organizational needs and technologies.
- Provides project leadership and ensures initiatives are staffed and managed appropriately so that timelines and requirements are met, and enterprise value is delivered.
- Routinely reports operational metrics and provide ad hoc reports as requested.
- Manages and dispatches work requests via internal ticketing system.
- Stays informed on industry best practices and regulatory requirements.
- Other duties as assigned.
What You Will Need:
- Bachelor’s degree in computer science, Information Systems, or related field.
- Microsoft 365 Certified Administrator Expert
- ITIL v4 Practice Manager
- Typically 5+ years with bachelor's or equivalent.
- Extensive experience as administrator for Microsoft 365 solutions
- Extensive experience with ServiceNow
- Demonstrated experience as administrator for Nexthink solutions
- Demonstrated experience with Asset, Change, Request, Incident, and Problem management
- Familiarity with Agile project management methodologies
The responsibilities listed above are not all inclusive and may be changed at any time.
Salary range: $82,918.25 – $153,136.92
The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity. Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.
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