IT Manager - Help Desk

Axos Bank

Target Range:

$110,000.00 /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%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

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.

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

Qualifications:

• 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

Axos Employee Benefits May Include:

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.