• Supervise staff of 5-10 personnel who are responsible for recruitment, onboarding, training, scheduling, and performance management. • Monitor staffing levels to meet mission and contract requirements • Oversee timely and accurate deployment of medical personnel • Conduct forecasting and personnel planning to meet operational needs • Streamline workflows to improve service efficiency and consistency • Conduct regular audits and performance reviews • Resolve discrepancies, and enforce adherence to contractual and regulatory standards • Prepare briefings and deliver reports, updates, and recommendations to leadership • Leverage data and software tools to identify trends and proactively address challenges • Develop, update, and maintain Standard Operating Procedures (SOPs) • Performs other job-related duties as assigned

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We're hiring an IT Operations Manager to lead our internal technology operations. You'll oversee SaaS management, identity and access systems, endpoint security, and the full employee technology experience—from onboarding to offboarding and everything in between. You'll build processes that scale with us, manage vendors that power our daily work, and ensure that our IT operations meet both the high bar our employees expect and the regulatory standards our industry demands. In this role, you will: - Manage our SaaS application portfolio including vendor relationships, license optimization, contract negotiations, and lifecycle management across our entire technology stack. - Oversee identity and access management through Okta, implementing authentication controls, managing user provisioning and deprovisioning, and ensuring proper access governance aligned with least privilege principles. - Lead endpoint security and device management using Kolide and related tools, maintaining visibility across our device fleet, enforcing security configurations, and ensuring compliance with our security standards. - Design and execute seamless IT onboarding and offboarding experiences that give new hires secure access to necessary tools from day one while ensuring departing employees are properly offboarded. - Manage internal tech support operations, establishing service levels, triaging and resolving employee technology issues, and maintaining high satisfaction with IT support. - Coordinate IT assessment management including internal audits, vendor security reviews, and remediation tracking to ensure IT operations meet regulatory and compliance requirements. - Collaborate with Infrastructure, Information Security, and cross-functional teams to align employee technology needs with our AWS-based infrastructure and security requirements. - Manage IT operations budget and make data-driven decisions about technology investments that balance employee productivity, cost efficiency, and security. - Build and mentor an IT operations team as we scale, fostering a culture of service excellence and continuous improvement. Qualifications - 5-7+ years of experience in IT operations with at least 2-3 years in a management or team lead role. - Deep expertise in SaaS application management, including vendor negotiation, license optimization, and lifecycle management. - Strong experience with identity and access management platforms, particularly Okta, including user provisioning, SSO configuration, and access governance. - Hands-on experience with modern endpoint management solutions like Kolide, Jamf, Intune, or similar tools, with a strong understanding of device security and zero-trust principles. - Track record managing IT operations in fast-paced technology companies, ideally in regulated industries like financial services where security and compliance are paramount. - Experience coordinating IT audits and assessments, tracking remediation efforts, and working within compliance frameworks (SOC 2, ISO 27001, or similar). - Excellent communication skills with the ability to provide executive-level support while efficiently resolving technical issues for employees at all levels. - Strong vendor management capabilities and experience managing multiple SaaS vendor relationships simultaneously. - Problem-solving approach that balances usability, security, and cost while maintaining a customer-service mindset. - Comfort working autonomously, making decisions with incomplete information, and adapting to changing priorities in a dynamic environment. Benefits The total rewards package at Mercury includes base salary, equity (stock options), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following: - US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 - $192,800. - US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 - $173,500. - Canadian employees (any location): CAD $145,800 - $182,200. Company Description Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process, we provide Covey with job requirements and candidate submitted applications.

• Executes Revenue Cycle Business Office Operations and functions • Generates, analyzes and presents operational metrics for area being supported; could include things such as Billing, T Status, AR, Cash Balance, CFB, etc • Designs, tests, and implements new system edits or workflow or queue changes. • Designs, tests, and implements new processes to support regulatory or system changes. • Identifies improvement opportunities to drive more revenue and recovery by the department. • Monitors productivity of team members to ensure unit is operating efficiently and effectively; Looks for patterns and communicates any issues to manager for resolution. • Identifies and rationalizes time gaps in team members work, communicating any issues to manager for resolution. • Identifies process and system improvements to drive productivity to target levels • General support tasks as needed

• Monitor, track and evaluate supervisor performance based upon pre-determined Key Performance Indicators (KPI’s) • Provide personal ongoing support and feedback to supervisors • Be a regular presence on the production floor and actively interact with supervisors and associates • Ensure that underperforming associates and supervisors meet client expectations through the creation and implementation of written action plans • Resolve customer escalations • Responsible for upward and downward communication both internally and as required to the client • Interact as needed with other functional areas including HR, recruitment, marketing and Information Technology • Participate in associate and supervisor selection and interviewing process • Interact with clients demonstrating engaged leadership and detail orientation • Other duties and responsibilities assigned by management of the company