Axos Bank has an exciting leadership opportunity as we are seeking a Helpdesk Manager! You will manage a fantastic team of IT support professionals to ensure timely resolution of technical issues as well as develop and implement policies and procedures to improve efficiency and customer satisfaction. You will also monitor and analyze performance metrics to identify areas for improvement.
This position is onsite and will be located at our HQ in San Diego, CA. Remote, Hybrid, or Sponsorship, is not available for this role.
Target Range:
$100,000.00 /Yr. - $120,000.00 /Yr.
Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.
Eligible for an Annual Discretionary Cash Bonus Target: 10%
Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%
Responsibilities:
- Managing all procedures related to the identification, prioritization, and resolution of ender user requests, including monitoring, tracking and coordination of help desk functions
- Mentor and support the Helpdesk team - assist with customer etiquette, best practices, application knowledge, SLA, CSAT, etc.
- Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
- Engage with internal stakeholders to build solid relationships, identify business requirements, and enforce security standards
- Work alongside other internal IT teams to develop solutions, processes, standards, and best practices that provide optimal business solutions
- Support of compliance and governance with respect to documentation, reporting, knowledge transfer and training
- Lead, mentor and develop direct reports to reach peak performance. Prepare and complete accurate and timely performance reviews
Requirements:
- Bachelor's degree or equivalent experience
- 5+ years' of experience working within an IT Support Service environment (experience with banking or Fintech a plus, but not required)
- 2+ years' in a leadership role
- An understanding of the ITIL Framework and five core pillars