Company Overview:
Good Life Companies is a fast-growing, independent RIA platform dedicated to empowering financial advisors to achieve true independence and long-term success. We provide education, tools, and ongoing support advisors need to build, manage, and grow thriving independent practices so they can focus on what matters most: serving clients, growing their business, and living their version of the good life.
Position Summary:
This role is responsible for overseeing the seamless operation of the organization's IT support services and overall IT infrastructure. You will also have the opportunity to lead continuous improvement efforts by optimizing technology in support of advisor and firm operations. The position requires strong critical thinking, troubleshooting, and interpersonal skills to ensure alignment with company goals and deliver measurable results. The role is accountable for developing and enforcing IT policies, managing software and hardware assets, and ensuring data security and compliance.
What Success Looks Like in 12–18 Months:
- Primary owner of IT service and support infrastructure
- Provide hands on management and strategic oversight of the department
- Analyze current processes, activities and workstreams and develop tools and process improvements to optimize department and service excellence
Primary Responsibilities:
Operational Excellence
- Research and recommend innovative and automated approaches for system administration tasks; identify outcomes that leverage our resources and provide economies of scale
- Accountable for outstanding customer service to staff and team members
- Create, track, and maintain reports and provide updates to upper management
Procedure Ownership
- Develops and maintains effective relationships through effective, timely communication and meets deadlines.
- Clearly documents all IT procedures and follows best practice change management for configuration changes to IT systems
- Create and manage escalation procedures and ensure service levels are maintained.
- Oversee the establishment of resources such as knowledge-based articles and white papers to resolve user issues
Technology Management
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs
- Repair and recover from hardware or software failures; coordinate and communicate with impacted departments
- Ensure compliance with relevant laws, regulations, and best practices in IT support and cybersecurity
Leadership Intangibles:
- Strong alignment with Good Life values in Winning Together:
- Being the best takes 110%
- Deliver on Your Promises
- Be Curious & Embrace Change
- Serving on Purpose for the Greater Good
· Ability to build trust and credibility across teams.
· Exceptional communication and critical thinking skills.
· Multi-tasking and time management skills
· Prioritization and triage of inbound service volume to meet SLA commitment
Required Skills:
· Proficiency in computer hardware, software, cabling, installation, networking, and security
· Setup, repair, and maintenance of networking equipment
· Excellent understanding of IT infrastructure, including hardware, software, and network systems.
· Exceptional time management and prioritization skills.
Required Qualifications:
- Bachelor’s Degree required; preferred in Information Technology, Computer Science and Network Administration or related field
- 4-6 years of experience in IT service and support
- Proven experience in Managed Services, Tech Support, and IT Infrastructure
Position will start as remote in the Charlotte area with the expectation of moving to in office once a location is secured.