IT Support Lead

IT Support Lead

Requirements

• Bachelor’s degree in computer science, information technology, or a related field.
• 5+ years of experience in IT support and infrastructure management, preferably in the financial services industry.
• In-depth knowledge of networking concepts, including TCP/IP, DNS, DHCP, and routing protocols.
• Experience with managing Windows and Mac devices with Mobile Device Management (MDM) tools.
• Experience with managing employee access control with identity providers or Active Directory.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical audiences.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Supervise, train, and mentor a team of IT support specialists, fostering a collaborative and customer-focused environment.
• Oversee the daily operation of the IT help desk, ensuring timely and effective resolution of support requests.
• Act as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution for hardware, software, and network problems.
• Assist in the maintenance and support of branch network infrastructure and hardware, including ATMs, printers, phone systems, and AV equipment, ensuring optimal functionality.
• Manage the IT aspects of employee onboarding and offboarding from a support perspective, including account setup, hardware preparation, and access management.
• Assist with IT projects and vendor management, providing technical expertise and support during implementations and upgrades.
• Partner with compliance, security and risk teams during audits and regulatory examinations.

Preferred Qualifications

• Experience with banking-specific software and hardware, such as core banking systems, ATM management systems, and check processing systems.