Senior IT Support Specialist

Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri. Additionally, we have offices in San Francisco, Sunnyvale, and New York City, where our technical, product, design, and legal teams operate.

We are built for a constantly evolving financial landscape, where new ventures and technological advancements emerge daily. Guided by a team of entrepreneurs and technologists with decades of experience navigating intricate banking and payments regulations, Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

Simply put, Lead offers the essential attributes that every fintech seeks in a partner bank. First, unparalleled technical expertise from a distinguished team of developers with an advanced understanding of the banking and payments systems. Second, oversight expertise, automated compliance systems, and bespoke program management to navigate the ever-shifting regulatory landscape. Finally, a commitment to transparency and operational rigor to ensure everyone’s money does what it’s supposed to do.

Role Description:

We are seeking a skilled and experienced Senior IT Support Specialist to join our IT team. This role is critical in ensuring seamless technology operations by providing advanced technical support to employees, resolving complex issues, and maintaining core IT infrastructure, including AV systems. With 4–6 years of hands-on experience, the ideal candidate will thrive in a fast-paced environment and demonstrate a strong ability to manage multiple support requests while delivering exceptional customer service.

In this role you will:

• Act as the primary point of contact for employees requiring technical support across hardware, software, mobile devices, and AV systems.

• Troubleshoot and resolve complex technical issues, escalating unresolved problems to appropriate teams as needed.

• Serve as a Level 2 escalation point for the IT help desk team, providing guidance and support on advanced incidents.

• Maintain and manage AV systems, ensuring readiness and reliability for meetings, presentations, and events.

• Track and document support activities using the IT ticketing system, ensuring clear communication and timely follow-up.

• Contribute to the ongoing development of support processes and documentation to improve service quality and efficiency.

• Coordinate with internal teams to support the installation, configuration, and maintenance of IT equipment.

• Support medium-scale IT-related projects and contribute to infrastructure upgrades as needed.

• Provide on-site support at branch locations to maintain IT and AV systems.

• Performs other duties as assigned

Qualifications:

• 4–6 years of experience in IT support, technical assistance, or related roles.

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

• Proficiency in troubleshooting computer systems, mobile devices, AV equipment, and related technology products.

• Strong knowledge of Windows and macOS environments, Microsoft 365, and remote support tools.

• Experience maintaining and supporting AV systems (e.g., Zoom Rooms, projectors, conference equipment).

• Familiarity with ITIL or other IT service management frameworks is a plus.

• Relevant certifications (e.g., CompTIA A+, Microsoft, ITIL) are advantageous.

• Willingness to learn and grow in a team-oriented environment.

What we offer:

• At Lead, we design our benefits to support company culture and principles, to foster an efficient and inspiring work environment, and to create the conditions for our team to give their best in both work and life

• Competitive compensation based on experience, geographic location, and role

• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits, including FSA, HSA and HRA

• Paid parental leave

• Flexible vacation policy, including PTO and paid holidays

• A fun and challenging team environment in a dynamic industry with ample opportunities for career growth

*Lead Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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