ITSM Lead

About Us

Maverick Payments is a family‑owned and privately held full‑service payment provider located in Calabasas, California. We provide merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value‑add services. Our team covers underwriting, risk management, compliance & legal, technology & product development, onboarding, customer support, IT, and more.

The ITSM Lead will 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. The ITSM Lead will 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).
• Support 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., Service Now, Jira Service Management, BMC, Ivanti).
• 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) 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 ), monitoring, endpoint, asset/CMDB, and AI assistant…