IT Issues Manager

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. 

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary

Responsible for coordinating IT Issue management processes, performing issue/risk due diligence and implementing continuous improvement initiatives to enhance IT service delivery. Will collaborate with cross-functional teams to ensure effective issue resolution and minimize disruptions to business operations. 

Job Duties

• Lead in the identification, categorization, and prioritization of IT issues, ensuring accurate logging and tracking of incidents in accordance with established processes.
• Responsible for execution of the full issue management life-cycle process for all identified IT issues. 
• Work with IT Issue and issue task owners to facilitate and document the resolution of issues, ensuring timely responses and effective communication with stakeholders regarding status and outcomes and ensuring compliance with the IT Issue Management governance policies.
• Conduct investigations into recurring issues, utilizing data analysis and trend assessments to recommend corrective actions.
• Collaborate with the IT team and drive implement process improvements that enhance service delivery and reduce the frequency and impact of issues.
• Develop reports on issue trends, resolution metrics, and compliance with service level agreements (SLAs), providing insights to management for decision-making.
• Engage with various IT departments, including development, operations, and support, to ensure cohesive efforts in addressing issues and improving overall service quality.
• Assist in providing training and support to team members on incident management processes and best practices, promoting a culture of proactive issue resolution.

Education and Experience

• Bachelor's Degree or educational experience in related field preferred, or relevant work experience. 
• 2-4 years of experience with IT service management tools (e.g., ServiceNow, JIRA, or similar platforms).
• Experience in data analysis and reporting to support issue tracking and trend identification.
• Knowledge of IT infrastructure and application support processes.
• Proficient in IT service management processes, particularly incident and problem management.
• Strong analytical skills with the ability to analyze data and provide actionable insights.
• Familiarity with root cause analysis techniques and problem-solving methodologies.
• Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
• Excellent organizational and time management skills, capable of handling multiple priorities simultaneously.
• A proactive approach to problem-solving, with a commitment to improving service quality.

Exeter Finance LLC is an Equal Opportunity Employer.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.