Role Description: As part of the UFS team, you will lead a team of technicians tasked with solving first and second level technical support requests from internal and external customers. Specific responsibilities include functional management; key metric development and reporting; work prioritization; and issue escalation. You will also play a key role in the development of focused solutions to our customers.

Primary Responsibilities: This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

  • Act as an escalation point for service related client issues and requests
  • Provide functional management to technical delivery team
  • Set clear objectives, evaluate progress and instill a high performance culture with focus on teamwork, service excellence and empowerment for resolving customer issues
  • Ensure customer service is timely and accurate on a daily basis
  • Set-up, manage and improve standards and procedures within the technical delivery team
  • Review daily priorities and take appropriate action to ensure results are achieved
  • Coordinate work activities across the technical delivery team, escalate issues and concerns appropriately
  • Proactively communicate requests, status, and plans to customers and internal team
  • Empower the team to suggest and drive forward ideas for continuous improvement
  • Liaison with internal teams including sales and product management
  • Ensure high quality, up-to-date documentation exists for all service arrangements
  • Develop, report and manage key performance metrics related to customer service and team efficiency
  • Lead projects as assigned, provide project management across projects

 Key Attributes: In addition, a qualified individual will possess the following values:

  • Commitment to doing what’s best for our clients
  • Positive “can do” attitude
  • High level of integrity
  • Self-motivated with the ability to work with minimal direction
  • Desire to collaborate, communicate, and build consensus across the team
  • High standards of quality and timeliness when determining personal work goals and schedule
  • Strong interpersonal and networking skills
  • Excellent oral and written communication skills

 Education and Experience:

  • Four-year college or two-year degree in related field is desired. Comparable work experience will also be considered.
  • Two years’ experience in a service organization or service delivery role
  • Two years’ experience in managing technical teams

Optional:

  • ITIL Certification
  • Relevant experience in the Banking and/or Financial technology industry

Our Competitive Benefits Package:

  • Paid vacation and holidays
  • 401k program with employer match up to 6%
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Long-term and Short-term Disability Insurance

Personal and Professional Development:

  • Ongoing Professional Development
  • Vibrant Leadership Development Program
  • Optional Employee and Family Events: fun stuff like zoo trips, ball games, Christmas parties and cook-outs

 

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at
Phone: 262-376-3000
Email: careers@ufsdata.com

Equal Opportunity Employer, including disabled and veterans.

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