Banking IT Service Manager & Team Leader

JMARK Business Solutions, Inc.; Tulsa (OK); Sur place; USD 80 000 - 110 000; Plein temps

Résumé du poste

JMARK is seeking an experienced Service Manager to lead a dedicated technical service team supporting one banking client. The role blends people leadership with technical judgment, client relationship management, and operational accountability.

The ideal candidate will guide troubleshooting, ensure service commitments are met, and maintain strong client communications. Banking experience and a focus on security, documentation, and proactive service are strongly preferred.

Qualifications

• Progressive experience leading or managing a technical support, service desk, infrastructure, or managed services team.
• Hands-on experience in systems administration, network support, IT support, or a comparable technical role.
• Strong technical judgment and the ability to guide troubleshooting without needing to personally solve every technical issue.
• Experience managing escalations, major incidents, service restoration, recurring problems, and service-level commitments.
• Strong coaching, performance management, and team-development skills.
• Excellent client relationship and customer service skills.

Responsabilités

• Lead, coach, mentor, and develop a dedicated team of technical professionals.
• Establish clear expectations and hold team members accountable for objectives.
• Conduct regular coaching, performance discussions, and reviews.
• Identify skill gaps and create training, cross-training, and professional development plans.
• Build a culture of teamwork, accountability, continuous improvement, and exceptional client service.
• Participate in hiring and developing the team as business and client needs evolve.
• Ensure staffing, backup coverage, and after-hours support coverage.

Connaissances

Team leadership

Client relationship management

Technical judgment

Coaching & performance management

Communication skills

Willingness to travel

Problem-solving

Pressure management

Outils

ConnectWise Manage

Description du poste

JMARK is seeking an experienced Service Manager to lead a dedicated technical service team supporting one banking client. The role blends people leadership with technical judgment, client relationship management, and operational accountability.

The ideal candidate will guide troubleshooting, ensure service commitments are met, and maintain strong client communications. Banking experience and a focus on security, documentation, and proactive service are strongly preferred.