Manager leading Helpdesk and Desktop Support teams for LendingClub. Ensuring reliable, customer-focused IT support across U.S. locations with a hybrid work model.
Responsibilities
Lead and develop Helpdesk and Desktop Support teams, fostering accountability and service excellence
Oversee 24x7 end-user support operations across U.S. locations, including participation in on-call rotation
Ensure service levels are met and maintain high customer satisfaction
Manage IT service desk operations, including ticketing systems, escalations, reporting, and root cause analysis
Partner with Technology and Business teams to support onboarding/offboarding, device lifecycle management, and user access
Maintain procedures, standards, and controls aligned with technology policies and compliance requirements
Ensure reliability of user access management and workstation security controls
Identify and implement process improvements to reduce incidents and improve service delivery
Develop and monitor KPIs to track performance, user satisfaction, and operational effectiveness
Support enterprise technology initiatives such as hardware and software upgrades, office moves, and system rollouts
Maintain vendor relationships supporting hardware, software, and warranty services
Requirements
5+ years of experience in IT, service desk, or desktop support environments
Demonstrated experience leading service desk and desktop support operations
Experience managing third-party or offshore support services
Strong hands-on knowledge of Microsoft 365, Windows and macOS environments, and collaboration tools such as Teams and Zoom
Experience with modern endpoint management tools (e.g., Intune, JAMF, SCCM)
Familiarity with Citrix VDI and Windows Active Directory environments
Solid understanding of networking fundamentals (DNS, DHCP, HTTP, SSL, TCP/IP)
Experience with identity and access management, device imaging, software deployment, and remote support tools
Ability to work flexible schedules, including nights and weekends, and participate in a 24/7 on-call rotation
Ability to collaborate effectively in hybrid work environments
Bachelor's degree in a related field; or equivalent work experience
Benefits
Medical, dental and vision plans for employees and their families
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