IT Support Manager / IT Support Specialist

SmartBiz Loans

Austin, TX, US
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 02/18/2021
  • Website:
  • Company Address: 417 Montgomery Street, San Francisco, CA, 94104

About SmartBiz Loans

SmartBiz grew out of the 2008 financial crisis when banks weren’t equipped to provide the funding small businesses needed for growth. SmartBiz became the white knight galloping in with a smart solution. With nearly $1 billion in funded loans, SmartBiz is the #1 bank marketplace for online SBA loans and is now expanding into bank term loans as well.

Job Description

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SmartBiz Loans, a fast growing privately held FinTech headquartered in San Francisco, is looking for an IT Manager / Senior IT Specialist to handle the day-to-day technical support (MacOS) for two physical sites in the San Francisco, CA and Austin, TX, as well as numerous remote locations across the US.


The person will help manage the people, equipment, tools, networks, documentation and support for our offices. 


The Ideal Candidate

  • Mac Administration
  • Experience managing a fast paced team in multiple locations 
  • JAMF Pro Mac administration, including scripting experience to build automations
  • Google Workspace, Atlassian Jira, VoIP and Network Administration
  • Strong customer service and interpersonal communication skills
  • Strong problem solving skills and the ability to think outside of the box. 
  • Proactive when trying to find solutions and implementing systems to help scale the company and keep things running with 99% uptime
  • Maintaining composure in stressful situations
  • Multi-tasking in a fast-paced environment 
  • Highly process oriented - ability to create documentation and processes for new applications, including the steps and communications from start to finish
  • Following company and department policies and procedures


Key Responsibilities

  • Configuration, maintenance, and management of all office computers and equipment including new system builds, migrations and upgrades to new machines. Working with end users to make sure that upgrades are completed successfully. Managing employees in all four time zones to keep the company running smoothly.
  • Network and phone system maintenance (RingCentral/Meraki preferred)
  • New equipment and vendor research, evaluation, procurement, and ongoing relationship management. Working consistently with our vendors to find cost savings and better pricing on our contracts and licensing
  • Project management skills. Have the ability to run a project through to completion from specing out new SAAS systems and figuring out which to go with, as well as working with upper management on decision making and cost
  • Manage and administer internal application stack; Okta, RingCentral, MS Office, Google Workspace, Slack, Sophos, Adobe products, JAMF Pro and other software.
  • Helpdesk experience with a ticket system such as Jira, Desk or Zendesk. Ability to triage tickets and calls when they come in and to escalate as appropriate using established protocols. Ability to know how to train 1st level support people on how to give great customer service. Having patience is a must!
  • Perform remote troubleshooting through diagnostic techniques using Teamviewer for users that are in Austin or remote
  • Maintaining, updating and creating accurate documentation and procedures for IT processes. Atlassian Confluence experience is a plus
  • Maintaining licensing which includes keeping the license details up to date and managing the relationship with the vendors. Working with vendors to save money with licensing costs
  • Performs IT Helpdesk On Call duties as assigned in case of emergency situations arise
  • Maintaining tasks, projects and the daily workflow using the Asana task management system


Experience / Education / Background / Skills

  • Required:
    • 7+ years hands-on IT Support experience including telephony experience
    • 5+ years of MacOS architecture/troubleshooting experience
    • 5+ years experience managing a team of people
    • 2+ years experience managing Jira or a similar helpdesk product including the ability to customize and code within the system if necessary
    • Python or other coding experience required for managing JAMF scripting
    • Proven track record of maintaining IT structural integrity
    • Excellent written and verbal communication skills including creating and maintaining documentation
    • Ability to prioritize tickets/work and meet deadlines
    • Ability to manage the IT team as well as deal with end users and a variety of people tactfully
    • Excellent organizational and “keeping the server room neat” skills
    • Loves working in a team environment including strong management and organizational skills
  • Preferred:
    • Bachelor of Science in Computer Science
    • Google Workspace knowledge
    • Salesforce knowledge is a plus
    • Experience with Audio/Visual and video conferencing systems (Google Meet, Zoom, GoTo Meeting) A/V Systems (sound boards, wireless microphones, speaker systems) for company meetings when in the office
    • JAMF Pro device management experience - 2+ years required
    • Apple and Android mobile experience
    • Okta experience - 1+ years required
    • Asana experience
    • RingCentral or other VoIP experience
    • Cisco Meraki Network Management and WiFi experience
    • Jira Service Desk experience is a plus


Our Perks

  • Competitive salary and equity in a fast-growing start-up
  • 100% paid comprehensive health and dental insurance for you and your dependents
  • 401(k) program offering Roth and Traditional options
  • Generous vacation and holidays so you can take time off when you need to
  • Offering WFH through the end of 2020, but still promoting team building through virtual happy hours, events, and other fun activities such as wellness olympics!
  • We are excited to return to the office, not only because we miss seeing our incredible team in person, but also because we have amazing in-office perks: lunches catered three times a week, unlimited snacks, coffee, espresso, La Croix, company happy hours, off-sites, and other events


Who We Are

SmartBiz LoansⓇ ( empowers small businesses to achieve their dreams and banks to successfully serve their customers by making the best financial products and insights easily accessible. 


Our innovative technology platform provides banks with a secure cloud-based small business loan origination platform for SBA and bank term loans that accounts for more than 10% of the entire nation’s volume of traditional SBA 7(a) loans under $350,000. As a result, SmartBizⓇ has become the #1 online platform for SBA 7(a) loans under $350,000 for small businesses.


The Company helps banks unify key steps in the lending process from online application through packaging, underwriting and automated decisioning, automated loan pricing, document verification, closing, e-sign as well as new customer referrals. SmartBiz’s “loan origination as a service” includes an expert team in California and Texas providing packaging and white-glove service for businesses which helps banks create an exceptional customer experience. 


At SmartBiz, we are committed to the banks and to the small business entrepreneurs who we serve. We are proud that the loans we support are some of the most affordable in the market, and that over 50% of the loans funded by our banks are for women-owned, minority, or veteran businesses. 


SmartBiz Loans was featured as one of American Banker's Best Places to Work in Financial Technology in both 2017 and 2020. TechBullion named SmartBiz as one of the 5 Best Fintech Companies to Work For in 2019 as well.  SmartBiz was honored as #313 on the Inc. 5000 list of fastest-growing private companies in the U.S. in 2018 and named one of the Best Place to Work and one of the Bay Area’s Fastest-Growing Private Companies by the San Francisco Business Times. The company maintains an A+ rating with the Better Business Bureau and is rated "excellent" by review websites TrustPilot, Consumer Affairs, and Google reviews.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.