Continental Finance Company · 18 hours ago
IT Support Manager
Wilmington, DE
Full-time
Hybrid
Mid, Senior Level
3+ years expContinental Finance Company is a leading financial technology firm specializing in credit card options for consumers with less-than-perfect credit. They are seeking an IT Support Manager to coordinate technical and information systems within the company, ensuring high-quality support and adherence to service standards.
CreditCredit CardsFinancial Services
Responsibilities
Hire, onboard, train, and mentor IT Support Specialists
Ensure adherence to SLAs, KPIs, and service standards
Promote “white glove” or high-touch support for end users
Conduct performance reviews, coaching, and corrective actions as needed
Lead and manage daily service desk activities, including incident, request, and escalation management
Maintain documentation (Runbooks, How To, SOPs, etc) and seek opportunities within the department to improve operational awareness and efficiencies
Drive adoption and proficiency of changes within the organization in accordance ITIL Framework
Develop project strategies and plans, including stakeholder assessment, communications to ensure the timely execution of the Tech Operations teams’ objectives
Manage support tickets efficiently while maintaining accurate and detailed documentation
Lead/facilitate meetings with clients to ensure an understanding of the current company culture and goals
Perform additional duties as assigned
Qualification
Required
High school diploma or GED required
Minimum of 3 years of experience managing an IT support department
Familiarity with endpoint management, identity and access management, and security incident coordination
1+ years of experience in Incident management (ITIL Framework) and creations of technical documents
Experience developing and enforcing SOPs, workflows, and service desk best practices
The position requires minimal travel. Occasional travel requirements may be subject to overnight depending on the company's needs
Ability to lift 25+ pounds and sit for long periods of time
Excellent analytical and troubleshooting skills
Experience supporting Windows, macOS, SaaS applications, and enterprise systems
Prior experience managing an IT Service Desk or technical support team in a mid-to-large organization
Knowledge of Active Directory user accounts and basic Microsoft applications
Ability to perform effectively under deadlines and thrive in fast-paced environments
Strong interpersonal and customer service skills, with the ability to communicate effectively with users at all levels
Preferred
Bachelor's degree preferred
Certifications from leading vendors such as CompTIA, Cisco, AWS or Microsoft are preferred
Familiarity with Cloud Technology (AWS, Azure, Google Cloud) is a plus
Benefits
Competitive compensation and benefits
Hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)
Company
Continental Finance Company
Continental Finance is one of America's leading marketers and servicers of credit cards.
51-200 employees
H1B Sponsorship
Continental Finance Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (5)
2023 (6)
2022 (5)
2020 (5)
Funding
Current Stage
Growth StageTotal Funding
$550M2024-12-05Debt Financing· $550M
Leadership Team
Bill Knotts
Chief Administrative Officer (CAO)/Partner
Christine Beynon-Bourgeon
Chief People Officer
Recent News
Maryland Daily Record
2025-03-22
GlobeNewswire News Room
2024-11-13
Company data provided by crunchbase