IT Support Manager
: Job Details :

Title: IT Support ManagerJob Location: Livermore, CA/Fremont, CA Hiring 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 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.
• Project management experience(Agile, Scrum, etc.).
• Passionate about user experience andimproving IT services.
• Strong customer service orientation.