Job Description

Position Overview

Our direct client 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.

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.

Referral Program: Not Interested but know someone!? We offer a $1000 Referral Bonus for anyone you refer that gets the project.

Position Details:

Location : Livermore, CA (Hybrid / Onsite 2 days a week)

Type: Full Time or Contract to Hire

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 8 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.

Blackstone Talent Group is a division of Blackstone Technology Group, a global IT services and solutions firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone’s global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.

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