IT & Helpdesk Manager

Job Description

Job Description

The Role: IT & Helpdesk Manager

The Location: SB, LA, OC, SD, California 

Make a Difference Where It Matters Most 

At CalPrivate Bank, we believe banking is personal. We have deep roots in the communities we serve, and our client relationships are built on genuine care, thoughtful problem-solving, and unwavering integrity. Our solutions-based service, paired with best-in-class talent, sets us apart in the market, but it’s trust that defines who we are. It's our gold standard, the currency we trade in, and the foundation of every decision we make.


We’re looking for leaders who want more than a title. We’re looking for team players who want to make an impact. If you're driven to lead with purpose, ready to shape the future and have meaningful impact at a relationship-centered bank, CalPrivate Bank may be the place for you. 

Your Opportunity: IT & Helpdesk Manager

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.

Our mission is to cultivate a premier banking experience by building enduring relationships with our clients, shareholders, team members, partners, and the communities we serve.

The IT Manager supports that mission by ensuring the technology behind those relationships is dependable, secure, and thoughtfully managed. Whether resolving an employee’s technology issue, maintaining the systems supporting a client transaction, strengthening cybersecurity controls, or evaluating a new technology solution, this individual approaches technology through the lens of Relationships, Solutions, and Trust .

What You’ll Do 

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.
• Responsibilities include supporting 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.

• The IT Manager will also perform or coordinate hardware installations for remote deposit capture terminals and troubleshoot connectivity or technology issues associated with those systems.

User Support & Service

• Technology support is an important internal service function. The IT Manager is expected to bring a responsive, solutions-oriented approach to supporting employees throughout the Bank.

• 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.

Training & Partnership

• Participate in and support technology-related training for Bank employees.
• Develop or contribute to user guidance and training when new systems, applications, security requirements, or technology processes are introduced.
• Provide technology support related to client-facing systems when appropriate, including remote deposit capture and other banking technology solutions.
• Build productive relationships