IT Supervisor

United Business Bank Career Opportunities•Walnut Creek, CA

5d•$110,000 - $125,000•Onsite

About The Position

The IT Supervisor (ITS) is an onsite position and does not have remote opportunities. The IT Supervisor (ITS) is responsible for fostering meaningful, collaborative, and effective relationships that reflect respect, integrity, and excellence with clients, colleagues, and the management team. The ITS manages daily IT support, ensuring Bank personnel requests are handled timely, accurately, and efficiently by the IT Support Team and the Managed IT Service Desk. As the primary contact to the Bank’s managed service providers, the ITS ensures Service Level Agreements (SLAs) are consistently achieved and that all operational safeguards remain effective. As the supervisor of the IT Support Team, the ITS builds team excellence, offering guidance and support and ensuring the team delivers responsive, high-quality technical support. Additionally, as a team they validate system accesses and communicate outages, system disruptions, and known IT issues immediately and effectively across the organization. This role serves as the subject matter expert for IT asset management, change management, application support, audio/visual and network/telephony systems, and infrastructure refresh programs, ensuring technology operations remain reliable, secure, and up to date. The ITS partners closely with the Director of IT, providing leadership support in their absence, and maintains global awareness of system-wide events, assists with troubleshooting, and coordination of outages and/or critical events. The ITS is resourceful, proactive, and demonstrates ownership in identifying issues, improving processes, and enhancing overall operational effectiveness, supporting IT initiatives and programs. This position will require occasional travel to the Bank’s various locations for a variety of reasons including hardware replacements and repairs. Additionally, the ITS supports the Bank and management in obtaining Satisfactory ratings on assigned audits and exams and additional responsibilities related to mergers and acquisitions. The ITS demonstrates leadership and adaptability and supports the Director of Information Technology with other projects and duties assigned. All duties are to be performed accurately, timely, and efficiently, and according to Bank policies, procedures, and regulatory guidelines, along with SOX IT compliance.

Requirements

Bachelor’s Degree in Information Technology, Computer Science, Business Information Systems, or related field or an additional 3 years of equivalent experience.
Minimum 4 years of IT experience managing end-to-end IT operations, including service desk, ticketing systems, application support, system updates, vendor coordination, IT service management tools, and networking.
Minimum of 2 years of supervisory or management experience.
Thorough and complete understanding of all aspects of Information Technology, preferably in a financial institution.
Strong knowledge of local area network infrastructure, SD-WAN, and operating systems.
Strong knowledge with cybersecurity frameworks, including NIST and other compliance standards.
Working knowledge of Microsoft Windows Server, Microsoft 365/Active Directory, Azure Cloud Platform, Citrix Hosted Virtual Desktop Interface, IT service management tools (ServiceNow).
Excellent communication skills.
Excellent client service and interpersonal skills.
Excellent training abilities.
Strong problem-solving and decision-making skills.
Strong leadership and management skills.
Professional appearance, dress and attitude.
Good math skills.
Ability to use Microsoft Office software package.
Ability to operate related computer hardware and other business equipment including adding machine, typewriter, copy machine, telephone, encoder and paper shredder.

Nice To Haves

CompTIA Network+ and Security+
ITIL Foundation Certification or equivalent training or education
Experience in financial services or regulated environments

Responsibilities

Manages daily IT support, ensuring Bank personnel requests are handled timely, accurately, and efficiently by the IT Support Team and the Managed IT Service Desk.
Serves as the primary contact to the Bank’s managed service providers, ensuring Service Level Agreements (SLAs) are consistently achieved and that all operational safeguards remain effective.
Supervises the IT Support Team, building team excellence, offering guidance and support, and ensuring the team delivers responsive, high-quality technical support.
Validates system accesses and communicates outages, system disruptions, and known IT issues immediately and effectively across the organization.
Serves as the subject matter expert for IT asset management, change management, application support, audio/visual and network/telephony systems, and infrastructure refresh programs.
Partners closely with the Director of IT, providing leadership support in their absence.
Maintains global awareness of system-wide events, assists with troubleshooting, and coordination of outages and/or critical events.
Identifies issues, improves processes, and enhances overall operational effectiveness, supporting IT initiatives and programs.
Supports the Bank and management in obtaining Satisfactory ratings on assigned audits and exams.
Handles additional responsibilities related to mergers and acquisitions.
Supports the Director of Information Technology with other projects and duties assigned.
Performs all duties accurately, timely, and efficiently, and according to Bank policies, procedures, and regulatory guidelines, along with SOX IT compliance.