IT Support Lead
Apply NowCompany: Upstart
Location: San Mateo, CA 94403
Description:
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.
Upstart is a digital-first 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, we'd 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 fast-paced environments, has experience supporting VIP end users, and can lead cross-functional 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 you'll make an impact:
What we're looking for:
What you'll love:
#LI-MidSenior
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 location-with our "digital first" philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related 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).
San Mateo - Anticipated Base Salary Range
$118,000-$163,100 USD
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 pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com
https://www.upstart.com/candidate_privacy_policy
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.
Upstart is a digital-first 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, we'd 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 fast-paced environments, has experience supporting VIP end users, and can lead cross-functional 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 you'll make an impact:
- Invaluable resource to the company and the team in proactively identifying problems and recommending solutions.
- 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.
- Track support SLA's and other relevant metrics.
- Engaging with stakeholders to identify problems, gather requirements, propose and implement solutions.
- Resolve escalated issues with Upstart's important internal system including Okta, Jamf, GSuite, Atlassian, Slack, Zoom, Global Protect etc.
- Engage with various internal teams such as security to help identify and resolve vulnerabilities.
- Being proactive in 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.
- Have on call responsibilities as well as provide executive level support.
What we're looking for:
- Minimum requirements:
- 4+ years of experience in a technical support or customer service environment supporting Mac OS.
- 4+ years of work experience in second and third level support of systems such as SSO, GSuite, Atlassian, Slack, Jamf MDM, Zoom, Palo Alto Networks, Global Protect, Meraki
- Experience with leading and driving impactful IT projects
- Strong customer service experience
- Excellent written and verbal communication skills.
- Strong aptitude for logical thinking.
- Ability to work 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
- 3+ years of experience with Okta and Jamf
What you'll 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 $4,500 and immediate vesting and after-tax 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, all-company 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
#LI-MidSenior
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 location-with our "digital first" philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related 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).
San Mateo - Anticipated Base Salary Range
$118,000-$163,100 USD
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 pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com
https://www.upstart.com/candidate_privacy_policy