Support Operations, Manager (People Leader)

Capital One - McLean, VA

Full-time - Manager

McLean, VA

Credit Intermediation and Related Activities

About the position

The Support Operations Manager at Capital One is responsible for leading teams that provide technology support operations, focusing on areas such as end user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls. This role emphasizes execution, accountability, and results to enhance the end user experience while driving operational efficiencies. The ideal candidate will possess strong communication skills and the ability to influence leadership and collaborate effectively with peers.

Responsibilities

• Manage teams providing technology support operations in various IT service management areas.
• Lead and develop teams to support business growth and service goals.
• Ensure compliance with corporate policies, standards, and security regulations.
• Focus on execution and accountability to improve end user experience.
• Drive operational efficiencies within the support operations.

Requirements

• High School Diploma, GED, or equivalent certification.
• At least 2 years of experience in managing IT projects or operations teams.
• At least 3 years of technical operations experience.
• At least 3 years of experience in people management.
• At least 3 years of experience in IT systems and infrastructure.
• At least 3 years of experience with desktop platforms and operating systems.
• At least 3 years of experience in technical operations or end user technical support.

Nice-to-haves

• Bachelor's or Master's Degree in Business, Information Systems, or Computer Science.
• At least 5 years of experience in people management.
• At least 5 years of experience in project management (planning, executing, tracking).
• At least 5 years of experience with IT systems and infrastructure.
• At least 3 years of experience with incident management using ServiceNow.
• ITIL Certification.
• At least 4 years of experience with defining, implementing, and leveraging process management functions.

Benefits

• Comprehensive health benefits
• Financial benefits
• Inclusive set of benefits supporting total well-being