Experienced Manager of Technical Support - Remote Leadership Opportunity in Financial Services

Join Our Team: Revolutionizing Financial Services with Cutting-Edge Tech Support At workwarp, we're on a mission to transform the financial services industry through innovative technology and exceptional customer experiences. As a fully remote organization, we embrace a modern work style that empowers our team members to thrive. We're now seeking an exceptional Manager of Tech Support to lead our technical support team and drive success in our McAllen, Texas-based operation, serving the financial services sector. About Our Company and Industry Our company is at the forefront of the financial services industry, leveraging technology to provide top-notch services to our clients. As a Manager of Tech Support, you will play a critical role in ensuring the smooth operation of our technical infrastructure, supporting our bank employees, and maintaining the highest level of customer satisfaction. With a strong focus on innovation and customer-centricity, we're committed to making a meaningful impact in the industry.

Key Responsibilities

• Lead and Manage Tech Support Team: Oversee Help Desk support personnel to provide first-line support to bank employees, resolving computer end-user issues efficiently and effectively.
• Technical Expertise: Assist help desk personnel with various hardware and software problems, network support, and password issues for end users, utilizing your technical expertise to resolve complex issues.
• Customer Satisfaction: Follow up with internal customers to ensure satisfactory completion of Help Desk calls, maintaining high levels of customer satisfaction.
• Incident Management: Document and maintain records of Help Desk calls in the incident management database, ensuring accurate tracking and analysis of technical issues.
• Staff Management: Manage the hiring, daily activities, coaching, evaluating, and counseling of reporting staff, fostering a high-performing team environment.
• Items Processing Oversight: Oversee Items Processing personnel to ensure efficient operation, quality service, and timely completion of all processing tasks, including customer presentments, statements, and notices.
• IT Operations Liaison: Apprise IT Operations of the department's operational status, ensuring seamless collaboration and communication.
• Compliance and Risk Management: Maintain compliance with departmental policies, procedures, and regulatory requirements, ensuring the integrity and security of sensitive customer information.
• Regulatory Knowledge: Stay up-to-date with internal risk controls, loss prevention, and regulatory requirements, including BSA/OFAC, U.S. Patriot Act, CIP, and AML, and ensure adherence by department personnel.

Essential Qualifications

To succeed in this role, you will need:

• A strong technical background with experience in IT support, preferably in the financial services industry.
• Proven leadership and management experience, with a track record of motivating and developing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to interact with technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Experience with incident management databases and IT service management frameworks.
• Knowledge of regulatory requirements and industry standards, including BSA/OFAC, U.S. Patriot Act, CIP, and AML.

Preferred Qualifications

While not essential, the following qualifications will be considered advantageous:

• ITIL certification or other relevant industry certifications.
• Experience with cloud-based technologies and infrastructure.
• Knowledge of cybersecurity best practices and threat mitigation strategies.
• Experience with staff development and training programs.

Skills and Competencies

To excel in this role, you will need to possess:

• Technical expertise: A strong understanding of IT support principles, practices, and technologies.
• Leadership and management: The ability to motivate, develop, and lead high-performing teams.
• Communication and interpersonal skills: Excellent written and verbal communication skills, with the ability to interact with diverse stakeholders.
• Analytical and problem-solving skills: Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Adaptability and flexibility: The ability to