Technology Support Director

We are seeking an experienced and collaborative Technology Support Director to join our Technology team at Bridgewater Bank in St. Louis Park. Reporting to the Chief Technology Officer, in this role, you will oversee the daily operations of the help desk, manage a team of support staff, and work closely with internal business users to meet their technical needs. This role requires a strong focus on customer satisfaction, experience in information security, and familiarity with Sarbanes-Oxley (SOX) audits. The ideal candidate will thrive in a highly demanding user environment and possess excellent leadership and problem-solving skills.

RESPONSIBILITIES: 

• Lead, mentor, and motivate a team of customer support representatives to deliver high-quality service
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members
• Develop and maintain strong relationships with key business stakeholders, understanding their needs and providing tailored support solutions
• Proactively engage with users to gather feedback, address concerns, and identify opportunities for improvement
• Oversee the day-to-day operations of the technology support team, ensuring timely response to employee inquiries and issue resolution
• Maintain identity and access management systems to ensure that only authorized users have access to the organization’s IT resources.
• Monitor support ticket queues, prioritize tasks, and allocate resources effectively to meet service level agreements (SLAs)
• Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction
• Collaborate with internal stakeholders to identify areas for automation and optimization within the support workflow
• Develop a deep understanding of our banking software solutions and stay updated on new features and enhancements
• Provide guidance and training to the support team to ensure they are equipped to address end user inquiries effectively
• Track key support metrics such as response time, resolution time, customer satisfaction scores, and churn rates
• Generate regular reports and dashboards to monitor performance trends and identify areas for improvement
• Effectively manage and own internal IT controls for user provisioning, access
• Handle escalated customer issues promptly and effectively, coordinating with internal teams as needed to ensure timely resolution
• Act as a point of contact for critical incidents, managing communication and escalation processes to minimize impact on customers

QUALIFICATIONS:

• Bachelor's degree in business, computer science, or a related field or equivalent experience in a similar role
• Proven experience in customer support management, preferably in a financial services environment
• 2 years in direct people management with all related HR leadership duties
• Strong leadership skills with the ability to inspire and motivate a team
• Excellent communication and interpersonal skills, with a customer-centric approach
• Analytical mindset with the ability to use data to drive decision-making and process improvement
• Proficiency in using support tools and systems (e.g., ServiceNow, Microsoft M365)
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities
• Fiserv Premier banking platform experience
• Organized, task management

PREFERRED QUALIFICATIONS

•  Certifications in Information Security and/or Audit
• Background in Banking or Finance.

ABOUT BRIDGEWATER BANK:

Picture yourself at one of the Twin Cities’ best places to work, surrounded by people who challenge you, support you, and inspire you to be your best. Welcome to Bridgewater Bank.

We are on a mission to be the finest entrepreneurial bank in the Twin Cities. Like true entrepreneurs, we run fast and lean. We are in constant evolution and the runway for personal and professional growth is long. People are our strength, and that’s why we’ve created and sustained an award-winning culture that promotes growth and celebrates the big and little wins along the way.

At the end of the day, we believe competitive salaries, top-tier benefits, a hybrid work model, and transparency into the business is a given. Working together toward something meaningful with people you enjoy, is just a bonus!

COMPENSATION & BENEFITS:

The typical base pay range for this role is between $92,200 – 127,500. Compensation may vary based on individual job-related knowledge, skills, expertise, and experience. This position is eligible for a discretionary annual incentive program driven by organization and individual performance.

Bridgewater Bank provides a broad offering of competitive benefits including (but not limited to):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Parental leave
• 401(k) with employer match
• Paid vacation & paid holidays

PLEASE NOTE:

The above is intended to describe the general content of and requirements for this position. It is not to be construed as an exhaustive list of duties, responsibilities, or requirements. It is Bridgewater Bank’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

STATUS: Exempt

Salary : $92,200 - $127,500