IT Support Lead

Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri. Additionally, we have offices in San Francisco, Sunnyvale, and New York City, where our technical, product, design, and legal teams operate. We are built for a constantly evolving financial landscape, where new ventures and technological advancements emerge daily. Guided by a team of entrepreneurs and technologists with decades of experience navigating intricate banking and payments regulations, Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.
Simply put, Lead offers the essential attributes that every fintech seeks in a partner bank. First, unparalleled technical expertise from a distinguished team of developers with an extensive understanding of the banking and payments systems. Second, oversight expertise, automated compliance systems, and bespoke program management to navigate the ever-shifting regulatory landscape. Finally, a commitment to transparency and operational rigor to ensure everyone’s money does what it’s supposed to do. 
Role Description: Lead Bank is seeking a skilled and experienced IT Support Lead to oversee and enhance our IT support operations. As the IT Support Lead, you will be instrumental in ensuring the efficient and effective resolution of IT issues for all bank employees and branch locations. You will lead a local IT support team, managing daily operations, providing technical expertise, and contributing to the maintenance and security of our branch network, banking systems, and employee IT environment. The role encompasses support for branch infrastructure, including ATMs, printers, and phone systems, employee onboarding/offboarding, and general IT assistance.

In this role you will:

• Lead and Mentor IT Support Team: Supervise, train, and mentor a team of IT support specialists, fostering a collaborative and customer-focused environment. Delegate tasks effectively and provide technical guidance to resolve complex issues.
• Manage IT Support Operations: Oversee the daily operation of the IT help desk, ensuring timely and effective resolution of support requests. Monitor key performance indicators (KPIs) to improve service delivery and customer satisfaction.
• Provide Advanced Technical Support: Act as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution for hardware, software, and network problems.
• Maintain Branch Infrastructure: Assist in the maintenance and support of branch network infrastructure and hardware, including ATMs, printers, phone systems, and AV equipment, ensuring optimal functionality.
• Oversee Employee IT Lifecycle Support: Manage the IT aspects of employee onboarding and offboarding from a support perspective, including account setup, hardware preparation, and access management.
• Contribute to IT Projects and Vendor Management: Assist with IT projects and vendor management, providing technical expertise and support during implementations and upgrades.
• Ensure Compliance: Partner with compliance, security and risk teams during audits and regulatory examinations. 

Qualifications:

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

What we offer:

• At Lead, we design our benefits to support company culture and principles, to foster an efficient and inspiring work environment, and to create the conditions for our team to give their best in both work and life
• Competitive compensation, including opportunities for equity grants, based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness bene