Telecom Service Desk Jobs (NOW HIRING)

Since 1927, the Mariner Finance family of companies has provided customers with creative, flexible, and convenient lending options. Headquartered in Baltimore, Mariner Finance operates coast-to-coast with physical locations in over half the states. With a growing number of employees, superior customer service remains the cornerstone of our business, and we pride ourselves in delivering a variety of loans with an enhanced focus on exceptional service. We work with customers to find options that are beneficial to their specific needs, which is why we are recognized by our customers as one of the community's consumer finance companies of choice.

Benefits:

For information regarding our benefits, please visit: https://www.marinerfinance.com/careers/benefits/ 

All full time employees are provided with a generous benefits package in addition to their monetary compensation. Learn more about it today.

In this role, you will...

Be responsible for leading the organization's enterprise infrastructure, platform, reliability, and IT operations functions, including Service Desk, Systems/Infrastructure, Network, Telecom, End-User Computing, Cloud and Platform Engineering, DevOps Platform Services, and Reliability Engineering. Provide strategic and operational leadership to ensure enterprise technology services are reliable, scalable, secure, cost-effective, resilient, and aligned with business and engineering priorities.

Build and lead a metric-driven organization focused on service quality, platform reliability, operational resilience, infrastructure performance, automation, developer enablement, and continuous improvement. Oversee enterprise cloud platforms, shared platform services, infrastructure-as-code, observability, service reliability governance, vendor performance, operational budgets, and cross-functional partnerships to ensure technology platforms and services effectively support business outcomes, engineering productivity, and long-term organizational growth.

Responsibilities and Duties:

• Lead and manage Enterprise Infrastructure and IT Operations functions, including Service Desk, Systems/Infrastructure, Network, Telecom, End-User Computing, Cloud and Platform Engineering, DevOps Platform Services, and Reliability Engineering.
• Serve as a key advisor to senior leadership on matters of strategic and operational technology importance, influencing decision-making and driving proactive initiatives that strengthen service reliability, infrastructure resilience, scalability, security alignment, and business continuity.
• Develop and execute Enterprise Infrastructure and IT Operations strategies aligned with business goals, delivering measurable improvements in service quality, reliability, scalability, efficiency, cost optimization, and business continuity.
• Build and operate a metric-driven Enterprise Infrastructure and IT Operations organization, defining KPIs that measure service quality, platform reliability, infrastructure performance, user experience, operational resilience, and cost efficiency.
• Ensure high availability, performance, reliability, and scalability of enterprise systems, networks, telecom services, cloud platforms, shared platform services, and end-user environments.
• Establish and enforce IT service management processes, including Incident, Problem, Change, and Request, to drive consistency, accountability, and continuous improvement.
• Define and manage service levels, including SLAs/SLOs, ensuring alignment with business priorities, operational dependencies, and measurable outcomes.
• Drive continuous improvement in service desk performance, including first-call resolution, ticket reduction, user satisfaction, and self-service enablement.
• Oversee infrastructure operations across on-prem and cloud environments, including compute, storage, virtualization, backup/recovery, enterprise cloud platforms, and shared platform services.
• Oversee cloud and platform engineering capabilities, including enterprise cloud platforms, AWS governance, infrastructure-as-code, platform automation, and shared platform services.
• Oversee DevOps platform services, including shared CI/CD tooling, deployment platforms, engineering runtime services, and developer enablement platforms.
• Lead reliability engineering practices, including SRE practices, operational resilience, recovery engineering, observability engineering, and service reliability governance.
• Establish and maintain platform governance practices, including cloud operational standards, platform lifecycle governance, runtime architecture standards, and alignment with enterprise technology standards.
• Drive enterprise service ownership practices, including business service mapping, operational dependency management, service reliability governance, and end-to-end accountability for critical technology services.
• Ensure network and telecom reliability, scalability, and security across all locations and remote workforce environments.
• Manage end-user computing services, including device imaging, provisioning, asset lifecycle management, and hardware refresh programs.
• Lead continual optimization of infrastructure technologies, platforms, services, and resource utilization to improve performance, scalability, resilience, and cost efficiency.
• Drive a bias toward automation and technology-first solutions, reducing manual processes and increasing operational scalability.
• Leverage automation and AI capabilities to scale Enterprise Infrastructure and IT Operations, improve incident response, enable predictive operations, enhance self-service, and improve platform reliability.
• Implement monitoring, observability, and alerting practices to proactively identify and resolve issues before business impact.
• Manage vendor relationships, contracts, and service performance across infrastructure, cloud, platform, telecom, and end-user services.
• Partner with Information Security to ensure operational compliance with security standards, including patching, endpoint protection, network controls, cloud governance, platform controls, and secure operational practices.
• Develop and manage Enterprise Infrastructure and IT Operations budgets, optimizing cost efficiency while maintaining or improving service quality, reliability, scalability, and resilience.
• Establish strong, business-oriented partnerships across functions, ensuring IT services, infrastructure platforms, and shared technology services directly support business outcomes and priorities.
• Share knowledge, mentor, and educate stakeholders with regard to the company's Enterprise Infrastructure and IT Operations initiatives, opportunities, and challenges.
• Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
• Responsible for managerial matters such as performance appraisals and goal setting, promotions, salary recommendations, and staffing in accordance with the company hiring process, personnel policies, and budget requirements.
• Perform additional duties as assigned to support evolving business needs.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or related field; applicable years of experience may be substituted for a bachelor's degree.
• Twelve (12) years of experience in the Information Technology field with significant leadership in Enterprise Infrastructure, IT Operations, Cloud/Platform Engineering, Reliability Engineering, or related technology operations domains.
• Three (3) years of managerial experience leading or overseeing Enterprise Infrastructure, IT Operations, Cloud/Platform Engineering, Reliability Engineering, DevOps Platform Services, Service Desk, Network, Telecom, End-User Computing, or related technology operations functions, working in capacities with decision-making authority and responsibility for coordinating, delegating, and managing operational activities.
• ITIL Certification, Expert or Managing Professional preferred.
• Strong understanding of enterprise infrastructure, networking, telecom, end-user computing, cloud platforms, platform engineering, DevOps platform services, reliability engineering, and IT service management environments, with demonstrated experience improving incident management, root cause analysis, service optimization, and end-to-end service ownership.
• Proven ability to align Enterprise Infrastructure and IT Operations strategies, platforms, services, and initiatives with business priorities, operational needs, engineering needs, and measurable outcomes.
• Strong experience implementing and scaling IT service management frameworks, such as ITIL or equivalent.
• Experience establishing or managing cloud and platform governance practices, including cloud operational standards, platform lifecycle governance, infrastructure-as-code, automation, and runtime architecture standards.
• Experience leading or partnering on DevOps platform services, including shared CI/CD tooling, deployment platforms, engineering runtime services, and developer enablement capabilities.
• Experience implementing or overseeing reliability engineering practices, including SRE principles, operational resilience, recovery engineering, observability, and service reliability governance.
• Experience driving automation and leveraging AI/advanced tooling to improve operational scale, platform reliability, incident response, and efficiency.
• Demonstrated financial discipline in managing operational budgets, vendor costs, resource utilization, and cost optimization initiatives.
• Demonstrated success building metric-driven operations with measurable improvements in reliability, platform performance, service quality, and cost efficiency.
• Proven ability to support and enhance team performance, promote engagement, and cultivate the professional development of team members.
• Demonstrated proficiency in leading through change, executing on major initiatives, and leading cross-departmental work.
• Strong experience managing vendors, contracts, service performance, and costs across Enterprise Infrastructure and IT Operations functions.
• Ability to work effectively, manage complex projects, and multitask successfully in a dynamic, fast-paced, and complex business environment.
• Strong decision-making and negotiation skills with the ability to use expertise to influence on matters of strategic importance.
• Ability to foster strong relationships, influence, coach, and partner with all levels across the organization.
• Ability to articulate complex information in understandable terms to various audiences. Comfortable presenting data to all levels of leadership and across business functions.
• Highly proficient with Microsoft Office Suite.
• Strong analytical and problem-solving skills, with the ability to interpret operational metrics, service performance trends, platform reliability data, dependency risks, and business impacts to inform decisions, resolve complex issues, and drive continuous improvement across Enterprise Infrastructure and IT Operations.
• Demonstrated high level of reliability, flexibility, and dedication with the ability to adapt quickly to changing priorities and timelines.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with regulatory agencies, vendors, customers, and all levels of company staff.

Preferred Qualifications:

• Experience in financial services or other regulated industries.
• Proven track record implementing automation, AIOps, and self-service capabilities at scale.
• Experience with observability platforms and predictive operations tooling.
• Familiarity with endpoint management platforms (e.g., Intune, SCCM, JAMF).
• Experience managing large-scale, distributed workforce environments.
• Certifications:
  • Cloud certifications (AWS, Azure, or GCP).
  • Relevant infrastructure, networking, or telecom certifications.
  • PMP or equivalent.

Hours of Work:

Work hours will depend on the business hours of the time zone serviced.

To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business need.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

EEO:

Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.

IND3

#LI-Onsite#LI-JA1