Director, EUC Support & Service Operations

Card Works Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, Card Works Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.

• Merrick Bank:
  The bank that builds
• Card Works Servicing:
  One partner, total performance
• Carson Smithfield:
  Resolution with respect

With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The Card Works Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.

Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.

Card Works Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Founded in 1997, Merrick Bank is an FDIC®-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of Card Works Financial Group, Merrick Bank serves roughly five million card members and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsor ships to consumers and businesses.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

The Director of End User Compute (EUC) Support & Service Operations is responsible for the strategic leadership, operational management, and continuous transformation of the organization’s Level 1 Service Desk and Level 2 End User Compute Support teams. This role owns the end-to-end delivery of employee technology support services, focusing on operational excellence, service quality, automation, workforce development, and enterprise-wide support optimization.

The Director will drive a culture of accountability, innovation, ownership, and customer-centric service while leading initiatives that reduce support demand, improve first-level resolution rates, eliminate inefficient processes, and leverage automation to minimize escalations and manual effort. The position serves as a key leader within Technology Operations and is responsible for delivering measurable improvements in employee experience, operational efficiency, and service reliability within a highly regulated financial services environment.

This role is expected to independently lead complex EUC initiatives from concept through implementation with minimal oversight while partnering across Infrastructure, Engineering, Security, Risk, Asset Management, and Business Leadership teams.

• Lead L1 Service Desk and L2 EUC Support, including service performance, workforce productivity, operational health, and customer satisfaction.
• Develop and execute a multi-year roadmap for support transformation, operational maturity, automation, and service excellence.
• Drive ITIL/ITSM best practices across incident, request, problem, knowledge, major incident, and continual…