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Director of Solutions Support

Company: Independent Bank Group, Inc
Location: Garland
Posted on: June 8, 2021

Job Description:

The Director of Solutions Support is responsible for leading the team responsible for the day-to-day support, maintenance and break-fix activities for a select group of Independent Financial's critical technology solutions, including the Jack Henry Silverlake core banking system, Jack Henry xPerience, Jack Henry xPerience Teller, Jack Henry Enterprise Workflow, Jack Henry LoanVantage, the in branch new accounts platform, Q2 online and mobile, and the wire processing system. The activities performed by the team include performing system parameter changes, working with technology service providers to resolve complex system issues, coordinating other internal technology resources and business teams during production system break-fix scenarios and assisting end users with basic system questions.


Manage day-to-day support activities for the Solutions Support team.

  • Ensure tickets assigned to the team are being worked and closed in a timely manner

  • Ensure internal support calls directed to the team are being answered and resolved in a timely manner

  • Ensure production system incidents are being addressed immediately by engaging the appropriate resources and managing the necessary activities to resolve those incidents

  • Work with appropriate technology managers and business unit managers to ensure end users are supported at an acceptable level

  • Provide guidance to and direct activities of team members

  • Mentor team members to ensure continuous improvement in systems expertise and support processes

Manage parameter changes and other basic system maintenance activities.

  • Work with business units to perform parameter changes in assigned systems as requested

  • Ensure parameter changes are approved through the Bank's change control process prior to implementation

Coordinate handoff activities of production implementation enhancements, upgrades and new technologies.

  • Work with implementation teams to ensure proper training of the support team when new features, enhancements, upgrades or new systems are placed into production

  • Keep informed of solutions road maps for assigned solutions

Manage team's approved budget and other administrative activities (committee meetings, audits/exams, vendor management, etc).

  • Develops the annual budget for the Solutions Support team

  • Manages expenses and capital expenditures for the group as approved by the Board of Directors

Ensure standards and procedures are properly maintained and other support documentation is created, maintained and archived.

  • Direct team members to update procedures as necessary to ensure they remain current

  • Reviews and approves procedure changes used by the Solutions Support team

  • Creates and maintains any standards assigned by the Chief Information Officer


Education Requirements

  • Bachelor's degree in computer science, mathematics, business management or other related technical field

Minimum Experience

  • 12+ years' experience working directly with bank technology solutions, including core systems and online/mobile systems

  • 7+ years in a leadership position directly managing teams

  • 5+ years' experience developing and managing department budgets

  • 5+ years' experience managing critical vendor relationships

  • Experience developing application support teams and support processes

  • Experience with new accounts platforms, teller platforms, wire systems, workflow based solutions and loan origination platforms

Knowledge/ Skills/ Abilities

  • Ability to communicate (written and verbal) with multiple levels of leadership as well as cross-functional business and technical teams

  • Excellent presentation skills, verbal and written and presenting to executive-level leaders

  • Critical thinker capable of problem resolution, root cause analysis and break-fix coordination

  • Ability to elicit cooperation from senior management and other departments

  • Creative problem solving, organization, attention to detail, flexibility and adaptability are crucial to the success of the role

  • Strong coaching and mentoring skills with the ability to have candid conversations when needed

  • Demonstrated leadership managing a diverse team of people in a fast-paced environment

  • Comprehensive understanding of technology support methodologies and best practices

  • Demonstrated experience influencing various functional and technical stakeholders across the enterprise and various levels

Job Details:


Keywords: Independent Bank Group, Inc, Garland , Director of Solutions Support, Other , Garland, Texas

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