IT Support Lead
IT Support Lead
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Job Description
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstarts AI marketplace Upstartpowered banks and credit unions can have higher approval rates and lower loss rates across races ages and genders while simultaneously delivering the exceptional digitalfirst lending experience their customers demand. More than 80 of borrowers are approved instantly with zero documentation to upload.
Upstart is a digitalfirst company which means that most Upstarters live and work anywhere in the United States. However we also have offices in San Mateo California; Columbus Ohio; and Austin Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart wed love to hear from you!
The Team
Our IT Department manages support projects and initiatives for technology at Upstart. One of the functions of the IT department is the end user services team that consists of Support Analysts and Engineers. The End User Services function is looking for an IT Support Lead that will drive and support IT roadmap projects.
As an IT Support Lead at Upstart you will be responsible for being the main point of escalation for support analysts and business partners. You will have company wide impact running large projects with significant complexity. This role is ideal for someone who thrives in fastpaced environments has experience supporting VIP end users and can lead crossfunctional projects across IT infrastructure AV services and core IT operations.
Position Location This role is available in the following locations: San Mateo CA (regular onsite attendance required at the San Mateo CA office)
Time Zone Requirements This team operates on the East/West Coast time zones.
Travel Requirements Travel may be required on occasion. If you need to travel to make these meetups Upstart will cover all travel related expenses.
How youll make an impact:
- Invaluable resource to the company and the team in proactively identifying problems and recommending solutions.
- Identify and report on IT metrics to make decisions based on data.
- Provide exceptional support for senior leaders and business meetings.
- Responsible for onsite and remote support for our end users and immediate IT team. Various methods of communication will be used including tickets Slack and email.
- Serve as a technical escalation point for the IT support team mentoring junior staff and promoting best practices.
- Optimize and provide backup for all areas related to support analyst processes including but not limited to onboarding offboarding device management event support and access requests.
- Manage KB articles and other documentation to provide best practices for our technology.
- Engaging with stakeholders to identify problems gather requirements propose and implement solutions.
- Resolve escalated issues with Upstarts important internal system including Okta Jamf GSuite Atlassian Slack Zoom Global Protect etc.
- Engage with various internal teams such as information security to help identify and resolve vulnerabilities.
- Proactively engaging leadership regarding major incidents and project progress.
- Lead and execute IT projects including office buildouts AV system upgrades infrastructure improvements and process automation initiatives.
- Update and oversee documentation related to all configurations and processes.
- Scheduled OnCall responsibilities to monitor and support work stoppage situations.
What were looking for:
- Minimum requirements:
- 3 years of experience in IT service delivery operations or customer service roles with emphasis on Mac technical support.
- 3 years of work experience in second and third level support of systems such as Okta Google Workspace Atlassian Slack JAMF Zoom Palo Alto Networks Cisco Meraki
- 2 years experience working in a SaaSbased environment with duties related to managing access to systems
- 2 years experience supporting video conferencing systems and live events
- Experience with leading and driving impactful business projects
- Great customer service attitude with excellent written and verbal communication skills.
- Strong aptitude for logical thinking; capable of prioritizing activities to deliver results with great attention to detail.
- Experience working with external vendors for services and support.
- Ability to work independently handle multiple priorities determine requirements and run your own large scale projects
- Preferred qualifications:
- 1 to 2 years of experience providing technical leadership for support teams
- 4 years of experience with Okta and Jamf
- Experience and familiarity with the following: ITIL MacOS management Google Workspace Slack Atlassian
What youll love:
- Competitive Compensation (base bonus & equity)
- Comprehensive medical dental and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100 company match up to $4500 and immediate vesting and aftertax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous holiday vacation sick and safety leave
- Supportive parental family care and military leave programs
- Annual wellness technology & ergonomic reimbursement programs
- Social activities including team events and onsites allcompany updates employee resource groups (ERGs) and other interest groups such as book clubs fitness investing and volunteering
- Catered lunches snacks & drinks when working in offices
#LIAssociate
At Upstart your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic locationwith our digital first philosophy Upstart uses compensation regions that vary depending on location. Individual pay is also determined by jobrelated skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition Upstart provides employees with target bonuses equity compensation and generous benefits packages (including medical dental vision and 401k).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures backgrounds perspectives and experiences and know that we can only become better together.
If you require reasonable accommodation in completing an application interviewing completing any preemployment testing or otherwise participating in the employee selection process please email
Employment Type
Full Time
Key Skills
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