Lead IT Support Engineer

About Us

Rho is the modern banking platform built for startups. Open accounts in minutes, issue cards, manage expenses, pay bills, and close the books – all in one connected platform backed by real human support.

About the Role

The Lead IT Support Engineer is the operational backbone of Rho’s IT function — ensuring technology runs smoothly day-to-day and supporting employees across all offices.
The ideal candidate is both hands-on and strategic — equally comfortable troubleshooting a Zoom call, managing a new MDM rollout, or refining IT processes to scale with the company’s growth.

Key Responsibilities

Operational Leadership

• Lead Rho’s global IT support operations across NYC, SLC, and remote teams.

• Serve as the escalation point for all IT incidents, requests, and employee support issues.

• Oversee the IT ticketing queue in Jira Service Management, ensuring timely and high-quality resolution.

• Provide mentorship, direction, and process guidance to IT support staff.

• Maintain an approachable, service-oriented presence for employees across all teams and locations.

Technical Ownership

• Manage and optimize Okta, Google Workspace, Kandji, Slack, Zoom, and Jira Service Management environments.

• Oversee device lifecycle management — procurement, configuration, deployment, and decommissioning — for a Mac-first fleet.

• Support and maintain office AV systems and conference room setups for all-hands, leadership, and external meetings.

• Partner with the Director of IT on infrastructure improvements, office expansions, and vendor relationships.

Process & Systems Improvement

• Lead the continuous improvement of IT workflows, automations, and self-service capabilities (e.g., Okta Workflows, Slack bots, or Jira automations).

• Maintain IT documentation, runbooks, and onboarding guides.

• Help define and enforce IT standards, security practices, and operational checklists.

Collaboration & Project Support

• Collaborate closely with Security, Finance, and Engineering on access management, compliance (SOC 2, PCI DSS), and tool integrations.

• Support system rollouts, audits, and IT-related projects across Rho.

• Proactively identify issues or inefficiencies before they impact employees.

Qualifications

• 5+ years of experience in IT support or systems administration, including at least 1–2 years in a lead or senior capacity.

• Deep experience with:

  • Okta (SSO, lifecycle automation, policies)

  • Google Workspace (Admin Console, identity management)

  • Kandji (macOS MDM)

  • Slack, Zoom, Jira Service Management

• Strong background in macOS environments and SaaS-based infrastructure.

• Excellent communication and organizational skills — able to prioritize, delegate, and act with urgency.

• Passion for operational excellence and providing an exceptional employee experience.

Our people are our most valuable asset. The salary range for this role is $102,000 - $138,000. Base salary may vary depending on relevant experience, skills, and business needs. In addition to base pay, Rho offers equity, healthcare benefits and paid time off.

Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.