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