Heartland · 9 hours ago
Manager, ITSM Ticketing Platform
Portland, Maine, USA
Full-time
Onsite
Mid, Senior Level
5+ years expGlobal Payments is a leading provider of payment solutions, serving millions of customers worldwide. They are seeking a Manager for the ITSM tools team to lead the development of next-generation service management tools, focusing on strategic direction, automation, and integration. The role involves managing a team, ensuring application stability, and translating business requirements into technical solutions.
Credit CardsPaymentsTransaction Processing
No H1B
Responsibilities
Staff management including performance reviews, coaching and development of IT professionals who design/develop or acquire/adapt application software. Ability to manage a direct team matrix team, contractors and/or consultants with continuous coaching, feedback and performance reviews
Maintain application stability and growth for Operational Governance services
Regular system health monitoring and action plans
Proactive vendor management for service level and upcoming features
Responsible for activity and progress reports regarding applications systems analysis and programming sections
Provides overall direction and guidance to assigned project managers, reviews project requests, and coordinates schedules/departmental activities
Translate business requirements into technical implementation and operational management
Outage resolution and performance triage across all tools
Developing standards for and/or adhere to existing standards, policies, processes, procedures, governance, compliance and security standards
Maintain good working relationships with vendors, partners and suppliers
Ability to travel, including worldwide locations
Qualification
Required
Bachelor's degree in Computer Science, MIS or similar field, and/or equivalent work experience
3+ years experience with enterprise-class ticketing systems
5+ years experience in application development or production support
Experience with ITSM/ITIL methodologies
Demonstrates leadership with experience in managing people in multiple locations, Organizational Change Management leadership skills required
Ability to identify and analyze problems quickly, recommend and implement flexible creative permanent solutions
Strong project management skills, demonstrates ability to effectively organize and manage multiple tasks as projects, ensuring completion to meet deadlines
Excellent attention to detail on multiple simultaneous tasks
Strong facilitation and executive communication (written & verbal) skills required, excellent verbal presentation skills
General level knowledge of Windows and Linux operating systems and technologies
Solid understanding of technologies that support the services offered
Willing to learn and apply new technologies and methodologies to improve the technology that supports the services
Ability to travel, including worldwide locations
Preferred
Certification in ITSM/ITIL frameworks
Familiarity with process optimization methodologies (LEAN, Six Sigma) and project management (Agile, waterfall)
Benefits
Medical, dental and vision care
EAP programs
Paid time off
Recognition programs
Retirement and investment options
Charitable gift matching programs
Worldwide days of service
Company
Heartland
Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-28Acquired
Leadership Team
Asif Bhagat, PharmD
ISO Partner
Becky Chapin
Client Partner
Recent News
2025-06-05
Payments Dive
2025-05-28
2024-06-01
Company data provided by crunchbase