ITSM Lead

Exciting Opportunities at  Maverick Payments !

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.

• O wn 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., ServiceNow, Jira Service Management, BMC, Ivanti, or comparable).
• 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, or similar) and supporting audits.
• Strong written and verbal communication; comfortable presenting service performance and roadmap to senior leadership.

Preferred

• Experience in payments, fintech, or another regulated industry.
• Experience integrating ITSM with identity (Entra ID), monitoring, endpoint, asset/CMDB, and AI assistant tooling.
• Experience selecting and implementing a successor ITSM platform from end to end (RFP through stabilization).
• Relevant certifications such as ITIL 4 Foundation (or higher), ServiceNow CSA/CIS, Atlassian Jira Service Management certifications, or equivalent.

What We Offer:

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range:  $110k-$130K
This position will report onsite to our offices in Calabasas, CA. 

Maverick Payments is an Equal Opportunity Employer.

Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.

Non-Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests.

Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.

Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.