Manager of IT Support (People Leader)

Knolls 2 (12036), United States of America, Glen Allen, Virginia
Manager of IT Support (People Leader)
An IT leader, with a detailed understanding of IT Service management principles. Manages teams providing technology support operations in the areas of end user support, IT incident Management, change management, problem management, knowledge management, endpoint management, and business controls. Lead and develop teams to support business growth, service goals, and compliance with corporate policies, standards and security regulations. This role requires a deep focus on execution, accountability, and results to improve the end user experience while driving operational efficiencies. The ideal candidate will have strong verbal and written communication skills, effectively manages up and influences leadership, and collaborates well with immediate peers.
Responsibilities:

• Lead team focused on analyzing end user experience and proactively identifying issues and areas for improvement
• Helps set priorities and influence outside teams to focus/improve the end user experience
• Manage a team of associates providing hardware and software support
• Ensures adequate records and systems are maintained
• Schedules personnel responding to critical situations
• Guide team in identifying incident trends and areas for improvement
• Collaborates and networks with teams across IT enterprise in order to drive long-term solutions, restore service and/or identify problems
• Selects, develops and evaluates associates to ensure the efficient operation of the function

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in Managing IT projects or operations teams
• At least 3 years Technical Operations experience
• At least 3 years of experience in People Management
• At least 3 years of experience in IT systems and infrastructure
• At least 3 years experience with desktop platforms and operating systems
• At least 3 years of experience in technical operations or end user technical support

Preferred Qualifications:

• Bachelor's or Master's Degree in Computer Science, Information Systems, or Engineering or military experience
• At least 5 years of experience managing IT operations team
• At least 5 years of experience in Project Management (planning, executing, tracking)
• At least 5 years of experience with IT systems and infrastructure
• ITIL Certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).