IT Support Manager

Title: IT Support Manager

Job Location: Livermore, CA/Fremont, CA

Hiring salary range: $104,160.00 - $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 2023 and for the past thirteen consecutive years, Fremont Bank has an immediate opening for a IT Support Manager in Livermore, CA.

Position Overview

Primarily 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.