IT Service Desk Manager - Finfare

About Finfare:

Finfare is dedicated to empowering SMBs, by providing the ultimate expense management solution for growing businesses seeking to streamline their financial operations and maximize cash back rewards. Finfare offers easy expense tracking, personalized spend controls, seamless accounting integration, powerful analytics, and reliable charge card services. Our cardholders can tap into our vast network of reward program publishers and card-linked merchant offers, ensuring even bigger cash back rewards for their business.

We are always working on redefining the boundaries of digital financial services and aim to stay one step ahead in the ever-evolving fintech landscape. Joining Finfare allows you to become part of a rapidly growing organization, grow to your full potential, and be a part of the next big thing. Finfare is proud to be recognized as a Great Place To Work recipient in 2024, with a majority of our employees praising Finfare's strong internal culture and supportive team members.

About the Role

The IT Service Desk Manager is responsible for keeping up with Finfare's unprecedented growth and building the team that delivers IT services and projects supporting the business both on time and within budget through proactive team management and leadership. 

At this role level, you will: ensure support of existing and emerging information and communications technology services, and provide technical advice to ensure efficient and effective functioning of the organization. This role requires a strong understanding of IT, information security, and data privacy considerations for financial technology, operational processes, and regulatory requirements within the fintech industry. This role collaborates closely with cross-functional teams, including information security, compliance, engineering, product, finance, and customer service, to meet IT needs, maintain compliance requirements (PCI DSS, ISO 27001 and SOC2) and achieve strategic goals.

Responsibilities:

• Deliver frontline technical support for Finfare employees. 
• Establish and implement ITIL standards.
• Manage incoming help desk tickets and assist employees with technical issues
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
• Foster positive end-user relationships and drive customer satisfaction. 
• Provide Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meetings.
• Escalation and resolution of third-party software/systems issues..
• Develop and maintain technical documentation and IT knowledge base
• Manage Finfare employee onboarding and offboarding
• Manage hardware procurement and monitor asset inventory
• Perform user access and physical inventory reviews
• Maintain documentation to comply with ISO 27001, PCI, and SOC2 controls
• Other duties as assigned.

Qualifications and Skills:

• Bachelors degree in: Management Information Systems, Information Technology, 
• Understanding of data privacy laws including: GDPR, Privacy Shield, CCPA, and others.
• Experience configuring and tuning information technology tools.
• Security considerations of desktop and cloud computing.
• Previous experience in a start-up environment or financial services/fintech environment is strongly preferred.

Compensation

The salary range for this position is $90K-$125K+ (depending on experience and level assessed post interviews).

Benefits at Finfare

• Competitive health, vision, and dental benefits (covering 100% premium for employee and all dependent(s))
• Unlimited PTO  
• 401K (with employer matching) 
• Catered lunches 3+ times a week
• Health and wellness reimbursement
• Employee stock purchase plan (if applicable)  
• Work sponsorship (if applicable) 
• Other employee perks

As part of our dedication to the diversity of our workforce, Finfare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances