Lead IT Support Technician

The Bancorp Bank, N.A.

Job Overview

Location

New York, NY

Job Type

Full-time

Full Job Description

📋 Description

• As the sole on-site IT presence for The Bancorp Bank's New York City office, you will be the pivotal point person for all local IT operations, ensuring seamless technology experiences for our employees. This senior individual contributor role demands a blend of deep technical expertise, exceptional operational discipline, and a relentless commitment to delivering outstanding customer service. You will own the end-to-end IT support lifecycle for local staff, manage and enhance our Audio-Visual (AV) systems and event technology, lead the onboarding IT experience for East Coast new hires, and meticulously manage the physical IT infrastructure within the office.
• You will act as the technical site owner for the New York City office, taking full accountability for the reliability, usability, and day-to-day operational health of all local IT systems and services. This includes independently assessing, prioritizing, and resolving a wide range of IT issues, with a clear understanding of when to escalate complex problems that have broader regional, security, or architectural implications. Your proactive approach will extend to planning and executing IT changes and improvements within the office, such as hardware refreshes, conference room upgrades, and enhancements to workspace technology, all while collaborating with the broader IT team for support and alignment.
• You will be the primary point of accountability for all IT outcomes within the NYC office, ensuring that all issues are clearly communicated, meticulously tracked, and driven to successful resolution. This role requires strong judgment to effectively balance competing demands, prioritizing urgency and impact while maintaining a high standard for long-term service quality and employee satisfaction.
• Deliver an exceptional, white-glove IT support experience to all employees, including executives and other high-visibility stakeholders, whether they are in the office or remote. You will own and manage high-complexity, high-impact escalations, serving as the user-facing incident lead for critical local IT incidents. Your approach to ticket handling, communication, and documentation will set the standard for best-in-class practices, serving as a model for other IT Support Engineers within the team.
• Take ownership of the maintenance, troubleshooting, and proactive improvement of all conference room and event AV systems. This includes expertise with solutions like Zoom Rooms, Logitech Rally, and similar enterprise-grade AV equipment. You will provide hands-on AV support for large meetings, all-hands sessions, and complex events, which may involve setting up advanced AV booths. Your commitment to preventative maintenance, diligent monitoring, and clear documentation will be key to ensuring AV system reliability and minimizing disruptions.
• Serve as the escalation owner for critical AV issues, ensuring thorough post-incident follow-up and implementing improvements to prevent recurrence. You will also lead new hire IT orientations and onboarding sessions specifically for East Coast employees, guaranteeing a consistent, high-quality, and welcoming first-day technology experience. This includes owning the local onboarding readiness, ensuring all necessary equipment is provisioned and access is validated prior to their start date.
• Manage the complete asset lifecycle execution for the NYC office, maintaining accurate inventory, providing break/fix support, overseeing shipping and receiving, and ensuring secure handling of all devices. You will maintain clean, organized, and auditable inventory and storage spaces, upholding a high bar for operational discipline and compliance. Close partnership with central IT Operations will be essential to ensure asset data accuracy and smooth logistics across all regions.
• Contribute to the definition, collection, and reporting of key IT support metrics, ensuring that the impact of IT services is measurable and transparent. You will build and maintain dashboards and reports that highlight critical indicators such as ticket volume, resolution times, escalation trends, onboarding readiness, AV system reliability, and asset health. This data-driven approach will help identify trends, gaps, and recurring issues, enabling proactive recommendations for improvements to tooling, processes, or service design.
• Act as a senior individual contributor role model, influencing team standards and best practices through your technical excellence and collaborative guidance, rather than direct management. You will serve as a trusted escalation and consultation resource for other IT Support Engineers across different regions. Furthermore, you will create, maintain, and curate essential IT documentation and runbooks to enhance consistency, scalability, and overall support quality. Proactive communication with Facilities, Workplace, People Ops, Security, and other key partners will be crucial to align local IT execution with broader business objectives and needs. You will also identify opportunities to improve or automate IT services, driving measurable enhancements in reliability, efficiency, and the overall employee experience.

🎯 Requirements

• 7+ years of hands-on IT support or IT operations experience in a modern corporate environment.
• Proven ability to operate independently, make sound decisions, and own outcomes with minimal oversight, demonstrating senior-level judgment.
• Strong experience supporting macOS (and some Windows), SaaS applications, identity management tools (e.g., Okta, Azure AD), and collaboration platforms (e.g., Slack, G Suite, Microsoft 365).
• Hands-on experience supporting enterprise AV solutions such as Zoom Rooms, Logitech Rally, or comparable systems.
• Demonstrated commitment to providing white-glove customer service, exceptional communication, and ensuring high employee satisfaction.
• Strong attention to detail, organizational skills, cleanliness, and adherence to established processes, reflecting operational discipline.

🏖️ Benefits

• Competitive salary range ($127,000 - $175,000) based on experience, location, and qualifications.
• Eligibility for a bonus and a competitive equity package.
• Comprehensive medical, dental, and vision insurance.
• 401k match program.
• Generous vacation policy and company-wide paid days off (Chime Days).
• Annual wellness stipend for eligible wellness-related expenses.
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• Access to Maven, a family planning tool, with a $15k lifetime reimbursement for fertility treatments, adoption, and more.

Skills & Technologies

Senior

Remote

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The Bancorp Bank, N.A.

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About The Bancorp Bank, N.A.

Chime is a financial technology company that partners with The Bancorp Bank, N.A. to provide mobile-first banking services including fee-free checking and savings accounts, early direct deposit, and automatic savings tools. It operates without physical branches, offering debit cards, peer-to-peer payments, and credit-building products through a mobile app. Revenue is generated primarily through interchange fees and optional paid services.

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