Remote Director of Technical Support

Summary

Join Ready Credit Corporation as Director, Technical Support in Eden Prairie, MN for a hybrid or remote role overseeing day-to-day activity of Technical Support personnel and service vendors. Prioritize workload assignments, maintain uptime for clients and end users 24/7, and utilize resources to ensure premium experience.

Requirements

• 10 years operations experience required supporting FinTech, remote device monitoring / repair, and vendor management
• Previous leadership in a technical help desk environment preferred
• Strong technical skills around data management
• Bachelor’s degree in a related field preferred
• Excellent communication (both verbal and written) skills, a solid foundation in business application development and a “can do” attitude
• Must be able to develop formal business documents following established documentation/presentation software packages (or similar products from other vendors): MS-Word, MS-Excel-, MS-PowerPoint, etc
• Strong attention to detail

Responsibilities

• Manage day-to-day operations of the Technical Support team responsible for the uptime and operational continuity of RCC kiosks and all deployed client facing payment hardware or solutions
• Manage systems of records for internal/external systems used to ensure appropriate record-keeping and workflows are maintained
• Manages team and vendors to deliver services 24 hours per day, seven days a week through staffing and on-call responsibilities
• Establish and maintain working relationships with 3rd party vendors supporting RCC technical services
• Participate in the negotiation of key supplier agreements for the company as lead or contributor
• Anticipate and identify risks/issues with the delivery of vendor services to prevent problems or failures. Develop and implement mitigation and corrective actions
• Ensures internal operating databases are accurately maintained
• Establish, improve, and maintain processes to accurately track vendor performance and your team's performance in the delivery of services to both internal and external customers
• Hold weekly and quarterly status meetings with all key vendor performance, both positive and negative results are addressed in a timely manner
• Active collaboration with Sr. Leadership and management across departments to ensure the Technical Support team is actively advancing the goals of the organization
• Efficiently and effectively uses company resources, to ensure commitments to our clients are being met consistently and that communication is abundant and timely
• Establish and maintain pertinent reporting and targeted metrics that are in keeping with the goals of the organization
• Create and manage Technical Support team and vendor contributors to reach or exceed SLA targets. Monitor and report on the results
• Have a close working relationship with RCC IT and Tier 3 as escalation points when needed to cooperatively troubleshoot and solve issues when identified
• Be a contributing member of the Operations Management Team and an active participant in department initiatives
• Recruit, hire, evaluate performance and propose modifications within your team if needed to meet Technical Support demands or to complete projects. Be a leader for your team and within the company