Desert Financial

Phoenix, AZ

Dir IT Service Operations

Posted over 1 month ago

Job Description

Rethink whats possible with SwitchThink! SwitchThink Solutions is an IT Services CUSO from Desert Financial.

As a collaborative partner for innovation, SwitchThink Solutions offers technology solutions that help credit unions achieve their transformational goals. Our knowledgeable development, infrastructure, and IT operations experts work hand-in-hand with our clients to maximize the benefits of their technology and speed their results.

Who you are...

You are a strategic planner with a love for all things technical. As the Director of IT Service Operations, you will ensure that all end user computing needs are addressed quickly, consistently and fully. You are excited by coordinating project staffing with Information Technology Management and developing policies and procedures for Operations Teams. Collaborating closely with Information Technology Management team to define and execute goals for the team. You gain satisfaction by developing the team in the areas of member service, staff guidance, and technical knowledge. You are also a lifelong learner who searches out to stay current on trends and technology advances to provide direction to the team and ensure efficient and effective operations. Responsibilities include managing a team of service desk, building out fully functional Network and Security Operations Center (NOC/SOC) specialists and technicians to ensure quality and excellent service delivery for all operational areas to include managing issue escalation support. As an out of the box thinker you will address issues which fall outside of established department parameters, metrics, maintain oversight and communication with the issue owner and other technical resources.

A typical week might include the following

Monitoring trouble tickets and follows up with assigned personnel to ensure timely resolution of issues, to include metrics and analytics that identify improvement opportunities for operational excellence for service delivery, this includes shift left opportunities and implementation

Ensuring trouble tickets are assigned accurately, contain accurate information, contain advanced troubleshooting steps, and are resolved in a timely fashion.

Providing leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements which includes effectively managing performance of the team as it relates to the entire Performance Management Cycle.

?Providing organization and clients efficient and timely first and second level support

?Supporting administrative tasks and projects related to Desktop, Server, User, LAN, WAN, and Telephony functions

?Monitoring and escalating problems to appropriate management levels and accurately communicates pertinent details and information to ensure timely resolution

?Ensuring that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

?Ensuring that decisions result in the improvement of the overall customer service delivery of the Operational areas are continually met.

?Maintaining central information store ensuring Support technicians consistently handle issues to minimize disruptions and speed resolution

Performing other job-related duties as assigned.

This role might be for you if you have...

8 years IT experience within IT service operations

5 year leading a IT service operations team

Transformational project development both at a departmental and enterprise level

Technically adept and knowledgeable with established relationships with key vendors, including Apple, Cisco, Dell, and other enterprise vendors

About us

We are considered leaders in the local credit union space, and we are growing like crazy. Weve got a culture passionate about smarts, courtesy, continuous learning...and our people love it. A full 93% of our employees would recommend us to their friends. Come find out why! Learn more at or

We are proud to be an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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