Support Operations, Manager (People Leader)

Capital One - McLean, VA

Full-time - Mid Level

McLean, VA

Credit Intermediation and Related Activities

About the position

The Support Operations Manager at Capital One is an IT leadership role focused on managing teams that provide technology support operations. This position emphasizes IT service management principles, including end user support, incident management, change management, and problem management. The manager will lead and develop teams to enhance business growth, meet service goals, and ensure compliance with corporate policies and security regulations. A strong emphasis is placed on execution, accountability, and improving the end user experience while driving operational efficiencies.

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, accountability, and results 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