IT Support Manager - Livermore, United States - Fremont Bank

Fremont Bank Livermore, United States

3 weeks ago

Description

Job Location:
Livermore, CA/Fremont, CA

Hiring salary range:
$104, $130,847.00 annual
Fremont 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

IT Support Manager in Livermore, CA.
Position Overview
Primarily onsite role withoccasional potential for remote work flexibility. May require occasionalafter-hours support and local travel.

TheIT Support Manager plays a vital role in leading and managing the IT supportteam to ensure exceptional user experience, IT security, and alignment with theorganization's goals.

This is a primarily onsite position.
Role and Responsibilities

Team Leadership:
Guide, mentor, and develop ahigh-performing IT support team. Conduct performance reviews andfacilitate professional growth.

Service Desk Excellence:
Direct service deskoperations, manage ticket resolution, and uphold SLAs.

Desktop, Mobile, & SoftwareSupport:
Troubleshoothardware and software issues, deploy updates, and manage desktopenvironments.

Bank Equipment Upkeep:
Ensure the smooth operation ofreceipt printers, card readers, and other specialized banking hardware.
Collaborate with vendors for support.

Communication & Training:

Develop clear IT communicationstrategies, provide technology training (written, online, and in-person),effectively inform staff on updates and incidents, and proactively addressuser concerns and feedback.

Procedure Management:
Create, update, and enforce ITprocedures and work instructions. Conduct compliance audits and developtraining on best practices.

Strategic Alignment:
Contribute to IT strategydevelopment, aligning support functions with the bank's overallobjectives.

Vendor Management:
Manage relationships andcontracts with IT vendors and service providers.

Incident & Problem Management:
Oversee incident response andproblem resolution processes.

Continuous Improvement:
Proactively identify andimplement improvements to IT support processes, tools, communication, andprocedures. Stay current with industry trends.

Security Awareness:
Integrate security bestpractices into IT support and develop security awareness training for bankstaff.

Budget Management:
Assist in managing andmonitoring the IT support department's budget and identifying cost-savingopportunities.

Disaster Recovery & BusinessContinuity:
Supportdisaster recovery and business continuity plans and participate in testingand drills.

Advocate for IT and

Service Desk:

Proactively build positiverelationships and communicate effectively with stakeholders to promote thecapabilities and services of the IT department and service desk.

Change Management Oversight:
Manage the bank's changemanagement program, ensuring proper planning, assessment, approval, anddocumentation of all IT changes.

Risk Assessment & Mitigation:
Participate in IT riskassessments, identifying potential vulnerabilities and developingmitigation strategies in line with the bank's risk management framework.

Compliance Adherence:
Ensure IT support aligns withbanking regulations and industry standards (e.g., PCI DSS, SOX compliance,etc.).

Reporting & Metrics:

Develop and track keyperformance indicators (KPIs) for the service desk and IT supportoperations to measure efficiency and areas for improvement.

Knowledge Base Development:
Oversee the creation andmaintenance of a comprehensive knowledge base to promote self-service andreduce repetitive support requests.
Minimum Qualifications
Bachelor's degree in InformationTechnology, Computer Science, or equivalent experience.

Minimum of 10 years of IT supportexperience, including 2+ years in a leadership role.

Proven experience supporting bankinghardware and managing IT procedures.

Understanding of IT servicemanagement frameworks (ITIL, COBIT, etc.).

Excellent leadership, communication,problem-solving, and organizational skills.

Experience with IT ticketing systems(e.g., ServiceNow, Zendesk).

Strong collaboration andinterpersonal skills, with the ability to effectively communicate withdiverse stakeholders.

Experience in implementing andmanaging change management processes.

Knowledge of banking regulations andcompliance standards.

Auditing experience.

Analytical mindset with the abilityto interpret data and KPIs.

5+ years in a leadership role.

ITIL, COBIT, Security+, or otherrelevant certifications.

Experience in a fast-paced bankingenvironment.

Passionate about user experience andimproving IT services.

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