ITSM Lead

Exciting Opportunities at Maverick Payments
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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.

Qualifications:

• 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, or comparable).
• Demonstrated…