IT Support Manager

Fremont Bank

  • Livermore, CA
  • $104,160-130,847 per year
  • Permanent
  • Full-time
  • 1 month ago
Title: IT Support ManagerJob Location: Livermore, CAHiring salary range: $104,160.00 - $130,847.00 annualFremont Bank founded in 1964, is one of the oldest independently owned banks in the Bay Area and is one of the top rated mid-tier banks in the nation. Voted a Top Workplace for 2022 and for the past twelve consecutive years, Fremont Bank has an immediate opening for a Compliance Manager in Livermore, CA.Position OverviewPrimarily onsite role with occasional potential for remote work flexibility. May require occasional after-hours support and local travel.The IT Support Manager plays a vital role in leading and managing the IT support team to ensure exceptional user experience, IT security, and alignment with the organization's goals. This is a primarily onsite position.Role and Responsibilities
  • Team Leadership: Guide, mentor, and develop a high-performing IT support team. Conduct performance reviews and facilitate professional growth.
  • Service Desk Excellence: Direct service desk operations, manage ticket resolution, and uphold SLAs.
  • Desktop, Mobile, & Software Support: Troubleshoot hardware and software issues, deploy updates, and manage desktop environments.
  • Bank Equipment Upkeep: Ensure the smooth operation of receipt printers, card readers, and other specialized banking hardware. Collaborate with vendors for support.
  • Communication & Training: Develop clear IT communication strategies, provide technology training (written, online, and in-person), effectively inform staff on updates and incidents, and proactively address user concerns and feedback.
  • Procedure Management: Create, update, and enforce IT procedures and work instructions. Conduct compliance audits and develop training on best practices.
  • Strategic Alignment: Contribute to IT strategy development, aligning support functions with the bank's overall objectives.
  • Vendor Management: Manage relationships and contracts with IT vendors and service providers.
  • Incident & Problem Management: Oversee incident response and problem resolution processes.
  • Continuous Improvement: Proactively identify and implement improvements to IT support processes, tools, communication, and procedures. Stay current with industry trends.
  • Security Awareness: Integrate security best practices into IT support and develop security awareness training for bank staff.
  • Budget Management: Assist in managing and monitoring the IT support department's budget and identifying cost-saving opportunities.
  • Disaster Recovery & Business Continuity: Support disaster recovery and business continuity plans and participate in testing and drills.
  • Advocate for IT and Service Desk: Proactively build positive relationships and communicate effectively with stakeholders to promote the capabilities and services of the IT department and service desk.
  • Change Management Oversight: Manage the bank's change management program, ensuring proper planning, assessment, approval, and documentation of all IT changes.
  • Risk Assessment & Mitigation: Participate in IT risk assessments, identifying potential vulnerabilities and developing mitigation strategies in line with the bank's risk management framework.
  • Compliance Adherence: Ensure IT support aligns with banking regulations and industry standards (e.g., PCI DSS, SOX compliance, etc.).
  • Reporting & Metrics: Develop and track key performance indicators (KPIs) for the service desk and IT support operations to measure efficiency and areas for improvement.
  • Knowledge Base Development: Oversee the creation and maintenance of a comprehensive knowledge base to promote self-service and reduce repetitive support requests.
Minimum Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
  • Minimum of 10 years of IT support experience, including 2+ years in a leadership role.
  • Proven experience supporting banking hardware and managing IT procedures.
  • Understanding of IT service management frameworks (ITIL, COBIT, etc.).
  • Excellent leadership, communication, problem-solving, and organizational skills.
  • Experience with IT ticketing systems (e.g., ServiceNow, Zendesk).
  • Strong collaboration and interpersonal skills, with the ability to effectively communicate with diverse stakeholders.
  • Experience in implementing and managing change management processes.
  • Knowledge of banking regulations and compliance standards.
  • Auditing experience.
  • Analytical mindset with the ability to interpret data and KPIs.
  • 5+ years in a leadership role.
  • ITIL, COBIT, Security+, or other relevant certifications.
  • Experience in a fast-paced banking environment.
  • Project management experience (Agile, Scrum, etc.).
  • Passionate about user experience and improving IT services.
  • Strong customer service orientation.

Fremont Bank