Fire Service Manager overseeing operations, sales, and administration in company's Service/Inspection Department. Responsible for strategic guidance and team leadership while ensuring performance and compliance.
About the role
- 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
- 401(k) match
- Health and wellness programs
- Flexible time off policies for salaried employees
- Up to 16 weeks paid parental leave
- Relocation based on actual job level
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