IT & Helpdesk Manager

About the Role

At CalPrivate Bank, technology plays an essential role in how we serve our clients, support our team members, protect the Bank, and continue to grow. The IT Manager is responsible for the day-to-day management and reliability of the Bank’s technology environment, ensuring our systems, infrastructure, applications, and user technology remain secure, responsive, and aligned with the needs of the organization. Working closely with the Chief Technology Officer (CTO), senior leadership, and the Bank’s managed service provider, the IT Manager serves as a hands-on technology leader and a critical connection point between our employees, technology partners, core systems, and broader technology strategy.

This role requires someone who understands that technology within a relationship-focused bank is about more than keeping systems running. It is about creating an environment where our team members have the tools and support they need to deliver an exceptional client experience while maintaining the security, resiliency, and regulatory standards expected of a financial institution.

Responsibilities

Technology Infrastructure & Operations

• Oversee the administration, maintenance, reliability, and ongoing performance of the Bank’s IT infrastructure in partnership with the Bank’s managed service provider.
• Oversee the administration and maintenance of employee computer workstations, peripherals, operating systems, and software.
• Plan and oversee additions, installations, upgrades, and significant modifications to the Bank’s technology systems.
• Manage technology troubleshooting and coordinate timely resolution of system, network, hardware, software, and user-related issues.
• Oversee systems backup, archiving, restoration, and disaster recovery processes and provide hands-on support when necessary.
• Ensure technology assets are appropriately maintained, inventoried, secured, and managed throughout their lifecycle.
• Manage the purchase and deployment of approved hardware, software, equipment, and technology services.

Managed Service Provider Oversight

• Serve as the Bank’s primary day-to-day point of contact with its managed service provider and develop a productive, accountable partnership focused on service quality and operational reliability.
• Coordinate and interact with onsite and remote personnel provided by the managed service provider.
• Monitor provider performance across firewall management, network infrastructure, hardware and software administration, cybersecurity support, and end-user service.
• Review monthly service-provider reports, identify trends or areas requiring attention, and make recommendations for maintenance, remediation, upgrades, or other changes.
• Escalate service concerns and ensure issues are appropriately tracked through resolution.
• Provide relevant reporting and recommendations to the Information Security Steering Committee (ISSC) and CTO.

Information Security, Risk & Business Continuity

• Serve as an active member of the Bank’s Information Security Steering Committee.
• Partner with the CTO and other stakeholders to implement and reinforce network and information security standards.
• Assist in the development, implementation, and ongoing maintenance of IT risk assessments, policies, standards, procedures, and controls.
• Support technology-related regulatory examinations, internal and external audits, risk assessments, and remediation efforts as appropriate.
• Participate in cybersecurity, vendor management, technology risk, and information security initiatives.
• Coordinate and perform testing of applicable business continuity and disaster recovery procedures, documenting results and identifying opportunities for improvement.
• Help ensure technology operations remain aligned with the Bank’s business continuity, information security, and risk management expectations.

Core Banking & Bank-Specific Applications

• Provide support for the Bank’s core processing environment and the applications and systems that enable our employees to serve clients effectively.
• Support core processor applications and related hardware and software, including:
  • Branch capture and teller systems.
  • Data feeds to and from the Bank’s core system.
  • Electronic and digital banking applications.
  • Remote deposit capture systems and terminals.
  • DepositPro and LaserPro.
  • Tax analysis and other credit-related applications.
  • Moody’s applications.
  • Prologue.
  • eVision.
  • Call Report and regulatory reporting applications.
  • Other Bank-specific technology platforms and applications as assigned.
• Perform or coordinate hardware installations for remote deposit capture terminals and troubleshoot connectivity or technology issues associated with those systems.

User Support & Service

• Support employees with workstation, software, connectivity, application, and technology-related needs.
• Partner with users to understand the underlying business need rather than simply resolving the immediate technical issue.
• Coordinate with technology vendors and the managed service provider when additional expertise or escalation is required.
• Communicate technology issues, outages, changes, and resolutions clearly to both technical and non-technical audiences.
• Identify recurring support issues and recommend longer-term solutions that improve the employee experience and operational efficiency.

Technology Planning & Continuous Improvement

• Collaborate with the CTO and senior management to evaluate technology needs and identify opportunities to strengthen infrastructure, security, productivity, and the client and employee experience.
• Research and evaluate hardware, software, applications, and technology solutions as needed.
• Assist with implementation planning, testing, deployment, and adoption of new technologies.
• Maintain awareness of emerging technology, cybersecurity risks, regulatory expectations, and technology trends affecting the banking industry.
• Balance innovation with the Bank’s expectations around information security, operational risk, regulatory compliance, scalability, and client service.

Telecommunications & Mobile Technology

• Manage and coordinate upgrades and ongoing administration of the Bank’s telephone system or successor telecommunications platform.
• Oversee telephone additions, changes, relocations, troubleshooting, and related technology needs.
• Support administration and management of the Bank’s corporate mobile device and cell phone environment.
• Coordinate with telecommunications and mobile service providers as necessary.

Requirements

• 8+ years of progressive experience managing IT infrastructure, systems, networks, applications, and end-user technology, preferably within banking or another highly regulated financial services environment.
• Experience within banking, financial services, or another highly regulated environment is preferred.
• Working knowledge of banking technology, core processing environments, cybersecurity, information security, business continuity, and disaster recovery.
• Experience managing or working closely with managed service providers and third-party technology vendors.
• Understanding of technology risk management, vendor oversight, IT controls, and regulatory expectations applicable to financial institutions.
• Ability to troubleshoot complex technology issues while communicating clearly with users at varying levels of technical proficiency.
• Experience supporting enterprise software applications and integrations between core and ancillary systems.
• Strong organizational and project management skills with the ability to balance daily operational demands with longer-term initiatives.
• Sound judgment and an understanding of when issues require escalation.
• A service-oriented mindset with the ability to build strong relationships throughout the organization.
• Ability to translate technical concepts, risks, and recommendations into practical business language for senior leadership and other stakeholders.

Physical Demands

• May require travel in order to support clients, internal teams, and business needs.
• Ability to sit or stand for extended periods of time.
• Ability to physically use a keyboard/mouse.
• Ability to walk to and from workstations.
• Ability to frequently lift and/or move up to 10 lbs and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.

Why CalPrivate Bank?

This isn’t just another bank job. At CalPrivate Bank, you will be part of something bigger. Our day-to-day operations and projects don’t just impact a balance sheet, they influence real people, real businesses, and the communities we proudly serve. We are guided by our commitment to relationships, solutions, and trust. And we’re building a team of people who reflect those values in everything they do. If you’re looking for a place where your work will matter, your ideas will be valued, and your growth will be supported, welcome to CalPrivate Bank!