ABOUT US

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

Check out our video here!

OVERVIEW

The IT Support Lead is more than just a technician—they're the orchestrator of support operations, the mentor behind team performance, and a strategic player in modernizing infrastructure. This person blends deep technical acumen with leadership finesse to ensure smooth service delivery across both cloud and on-prem environments. We’re looking for extensive technical proficiency, robust cybersecurity expertise, and excellent communication skills to uphold and advance Coastal Community Bank’s technology infrastructure, encompassing both on-premises and cloud-based systems.

RESPONSIBILITIES TO INCLUDE

IT Support Team Excellence:

• Provide expert-level guidance for the IT support team and drive IT Service Management process improvements, fostering a culture of collaboration and continuous improvement.
• Lead training and documentation efforts, enforce best practices and process adherence, and maintain high SLAs in a compliance-driven industry.
• Ensure prompt and effective responses to technical inquiries from employees, customers, and stakeholders.
• Mentor and coach junior IT engineers; foster a culture of accountability, shared knowledge, and service excellence.

Technical Operations Leadership:

• Automate onboarding, provisioning, patching, deprovisioning, and configuration workflows via scripting (e.g. PowerShell, Python) and infrastructure-as-code principles
• Oversee the troubleshooting and resolution of hardware, software, network, and cloud service issues, ensuring minimal downtime.
• Lead comprehensive device lifecycle management for Windows and MacOS laptop fleets, including automated provisioning, configuration, and compliance monitoring.
• Develop, enforce, and regularly update procedures, and best practices, emphasizing zero-trust security models, automation, and disaster recovery.
• Monitor system performance using fleet management, advanced analytics, and proactive tools to identify and resolve potential issues before they impact operations. Maintain, optimize, and secure IT systems, ensuring compliance with regulations (e.g., FFIEC and CPRA) and industry standards

Organizational Leadership:

• Identify cross-functional process gaps and lead projects to scale service delivery and reduce manual toil.
• Collaborate with cross-functional teams to implement innovative technology solutions, including AI-driven tools, automation, and cloud-based platforms, to boost operational efficiency.
• Design and deliver training programs to enhance employees’ technical literacy, focusing on cybersecurity awareness, cloud tools, and modern workplace technologies.
• Research, adopt, and operationalize technology solutions and emerging technologies, as needed to support IT service objectives.

QUALIFICATIONS

• Exceptional problem-solving, critical-thinking, and decision-making skills.
• Knowledge of C, CIS, cloud platforms (e.g., AWS, Azure, or Google Cloud), IT infrastructure, Operating Systems (Windows, MacOS), IdP, and MDM (Intune, JAMF Pro).
• Prior experience in a regulated environment (e.g. finance, healthcare) with exposure to NIST, ISO, or similar frameworks.
• Strong hands-on expertise with Azure AD (Entra ID), Okta, Intune, Jamf, Windows and macOS management systems.
• Knowledgeable in secure architecture, risk management, change control, and audit response processes
• Strong communication skills: ability to interface with business stakeholders, support teams, security groups, and potentially with regulators.
• Proficiency with modern IT service management (ITSM) platforms (e.g., ServiceNow, Jira Service Management) and ticketing systems.
• Familiarity with scripting or automation tools (e.g., PowerShell, Python) to streamline IT processes is a plus.

EDUCATION/EXPERIENCE

• Bachelor’s degree in Information Technology, or equivalent experience.
• 7+ years of progressive experience in IT support, infrastructure, or desktop engineering.

HOW YOU’LL THRIVE AT COASTAL

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.
• Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.
• Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.
• Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.
• Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.
• Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness and build your emotional intelligence.

BEING YOU AT COASTAL

Coastal is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are also committed to compliance with all fair employment practices.

PHYSICAL DEMANDS

• The physical demands described below are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee must:
• Can sit for extended periods of time.
• Can stand for extended periods of time.
• Can perform repetitive finger, hand, and arm movement.
• Can use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.
• Able to view and read computer screens for extended periods.
• Can occasionally stoop, kneel, crouch, or crawl.
• Can occasionally lift or move up to 10 pounds.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

ACKNOWLEDGEMENT

The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies. Job Descriptions are not intended as and do not create employment contracts. Coastal Community Bank maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.