Join our fast-paced, growing company and further your career with Maverick Payments, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers!
About Us:
Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO’s and ISV’s, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, on-boarding, customer support, information technology, and more.
About the Position: The ITSM Lead to own the IT Service Management (ITSM) practice and lead the Helpdesk function. As the company evaluates and transitions to an enterprise-class ITSM/ESM platform, this role will be central to platform selection, implementation, and ongoing maturity. This role is responsible for ITSM/ESM process and platform ownership, including incident, request, problem, change, knowledge, and asset/configuration management. The ITSM Lead will also serve as a people leader for the Helpdesk team, driving service quality, operational excellence, and continuous improvement.
- Own and continuously mature core ITIL-aligned processes: incident, request, problem, change, knowledge, and asset/configuration management.
- Define and publish service catalog, SLAs, OLAs, and KPIs; report on service performance and drive measurable improvements.
- Lead change management as a discipline (CAB, change types, risk assessment, post-implementation review) in partnership with engineering and security stakeholders.
- Establish and operate a problem management practice that reduces recurring incidents through root cause analysis and known-error management.
- Serve as the platform owner for our ITSM/ESM tooling including configuration, workflows, integrations, and continuous improvement.
- Lead the evaluation and selection of a successor ITSM/ESM platform including business case, RFP, vendor selection, and implementation.
- Own the migration: data model design, workflow translation, integrations (identity, monitoring, endpoint, asset, AI assistants, knowledge), data migration, training, and cutover.
- Establish a sustainable platform operating model post-migration, including release management and a roadmap aligned to business needs.
- Lead and develop a small Helpdesk team, setting performance expectations, coaching individuals, and building a culture of customer service and continuous improvement.
- Establish staffing, scheduling, and on-call models that meet SLAs and support business hours and critical-event coverage.
- Maintain a high personal bar for end-user experience and act as a working leader during incidents and peak periods as needed.
- Build and maintain a knowledge management practice that drives self-service deflection and consistent resolution quality.
- Partner with the Tech Enablement & Optimization team to introduce AI assistants (e.g., Copilot for IT support, AI-driven categorization, summarization, and triage) within the ITSM/ESM platform.
- Partner with Information Security and Compliance on ITSM controls relevant to PCI DSS and SOC 2 Type 2 (change management, access reviews, incident records, asset records).
- Supporting specialized projects on an as-needed basis as directed by the VP, Information Technology.
- Support as-hoc tasks and projects as required by departmental and company needs.
- Other duties as assigned.
- 5–8 years of progressive IT experience with at least 3 years owning ITSM processes and/or an ITSM platform.
- Deep, hands-on expertise with ITIL-aligned process design and operation across incident, request, problem, change, and knowledge management.
- Proven experience as an ITSM platform owner or lead administrator on an enterprise-grade platform (e.g., ServiceNow, Jira Service Management, BMC, Ivanti, or comparable).
- Demonstrated experience leading or playing a central role in an ITSM platform migration or major implementation.
- People leadership experience or strong working leadership of a small support or operations team, with a clear approach to coaching and performance management.
- Experience operating in a regulated environment (PCI DSS, SOC 2, HIPAA, or similar) and supporting audits.
- Strong written and verbal communication; comfortable presenting service performance and roadmap to senior leadership.
- Experience in payments, fintech, or another regulated industry.
- Experience integrating ITSM with identity (Entra ID), monitoring, endpoint, asset/CMDB, and AI assistant tooling.
- Experience selecting and implementing a successor ITSM platform from end to end (RFP through stabilization).
- Relevant certifications such as ITIL 4 Foundation (or higher), ServiceNow CSA/CIS, Atlassian Jira Service Management certifications, or equivalent.
- Competitive Salary, Bonuses and Incentives.
- Comprehensive employer sponsored health, vision, and dental insurance programs.
- Paid time off, Paid Sick and Paid Holidays.
- 401K plan with up to a 3% matching contribution.
- Commitment to Career Development and Advancement.
- Employee Recognition Programs
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
This position will report onsite to our offices in Calabasas, CA.
Skills Required
- 5-8 years of progressive IT experience with at least 3 years owning ITSM processes and/or an ITSM platform
- Deep, hands-on expertise with ITIL-aligned process design and operation across incident, request, problem, change, and knowledge management
- Proven experience as an ITSM platform owner or lead administrator on an enterprise-grade platform (e.g., ServiceNow, Jira Service Management, BMC, Ivanti, or comparable)
- Demonstrated experience leading or playing a central role in an ITSM platform migration or major implementation
- People leadership experience or strong working leadership of a small support or operations team, with coaching and performance management
- Experience operating in a regulated environment (PCI DSS, SOC 2, HIPAA, or similar) and supporting audits
- Strong written and verbal communication; comfortable presenting service performance and roadmap to senior leadership
- Experience in payments, fintech, or another regulated industry
- Experience integrating ITSM with identity (Entra ID), monitoring, endpoint, asset/CMDB, and AI assistant tooling
- Experience selecting and implementing a successor ITSM platform from end to end (RFP through stabilization)
- Relevant certifications such as ITIL 4 Foundation (or higher), ServiceNow CSA/CIS, Atlassian Jira Service Management certifications, or equivalent
What We Do
Maverick Payments is a full-service payment processor with innovative technology designed for partners looking to monetize payments by reselling our white-labeled payments stack. Quickly go to market with minimal to no cost or risk - all with building your brand while leveraging our infrastructure. With our merchant acquiring services, proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services, we offer a true all-in-one solution geared for sales organizations, such as ISVs, developers, ISOs, and agents looking to generate payments revenue in a scalable method with no investment or risk burden. Our dashboard is an end-to-end system with a complete API, digital onboarding, portfolio management, sub-reseller and user management, support ticketing, and so much more – your turnkey platform to go to market as a payments provider under your brand while utilizing Maverick’s back-end systems. With its headquarters in Los Angeles, Maverick's FSP infrastructure means all operations are handled in-house including underwriting, risk monitoring, compliance, technology development, on-boarding, customer support, and more. This allows for quick resolutions and hands-on support. Maverick is a leader in technology-driven payment processing for merchants of any size in the United States, including card present and card not present. Additionally, Maverick supports a wide range of business types including specialty verticals and emerging markets which typical processors shy away from due to elevated risks; however, these are new industries for our resellers to support and expand into. Our partner-focused approach ensures competitive pricing, transparency, and best-in-class services that build personal and lasting relationships with our partners and merchants. As a family owned and operated company, our nimble approach means our commitment to providing unsurpassed levels of support and building long-term relationships
