IT Operations Manager

• Lead, coach, and develop network administration and help desk/end-user support staff
• Establish performance expectations, service objectives, and accountability standards
• Support employee development through coaching, mentoring, and continued skills training
• Participate in hiring and workforce planning for IT Operations
• Oversee enterprise infrastructure, including networking, servers, virtualization, cloud platforms, and end-user computing
• Maintain system stability, security, and availability through monitoring, patching, maintenance, and lifecycle management
• Support data centers and branch technology, including documentation, asset management, and physical security
• Lead technology implementations for new branches, facilities, and organizational initiatives
• Provide operational oversight for critical enterprise systems
• Serve as the primary escalation point for major incidents, outages, and after-hours emergencies
• Coordinate issue resolution and communicate with leadership and business stakeholders
• Manage on-call rotations and incident-response standards
• Oversee organization-wide support for computers, printers, scanners, desktop software, and related technology
• Establish and improve service-level agreements, key performance indicators, and customer satisfaction measures
• Support disaster-recovery readiness, infrastructure monitoring, change execution, and modernization efforts
• Coordinate major upgrades, deployments, and cross-functional technology initiatives
• Partner with cybersecurity, project management, and business teams
• Identify opportunities to improve service reliability, security, resiliency, and operational efficiency

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Five to seven years of experience in IT operations, infrastructure, and end-user support
• Experience managing incident response, escalations, and after-hours or on-call support
• Strong knowledge of enterprise infrastructure, networking, servers, virtualization, cloud platforms, and end-user computing environments
• Experience monitoring service levels, operational performance, and customer satisfaction
• Responsible for compliance with applicable Federal and State rules and regulations, including Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations, Regulation B, Regulation Z, Service Members Civil Relief, FCRA/FACTA, and Fair Debt Collections Act
• Required to attend initial and ongoing annual Bank Secrecy Act training
• Preferred: previous people-management or supervisory experience
• Preferred: experience with Cisco network support
• Preferred: experience supporting branch-based or multi-site organizations
• Preferred: relevant technical certifications or an advanced degree

Demonstrates expertise in managing IT operations, including enterprise infrastructure, incident response, and end-user support. Proven ability to lead teams, establish performance standards, and ensure compliance with regulatory requirements.

• IT Operations Management
• Enterprise Infrastructure Oversight
• Incident Response Management
• Team Leadership and Development
• Regulatory Compliance Knowledge

• Networking
• Servers
• Virtualization
• Cloud Platforms
• End-User Computing
• Service Level Monitoring
• Operational Performance Analysis
• Disaster Recovery Readiness
• Change Execution
• Asset Management

• Coaching
• Mentoring
• Communication
• Problem-Solving
• Collaboration

• Technical Certifications
• Bank Secrecy Act Training

• Bank Secrecy Act
• Anti-Money Laundering
• Bank Bribery Act
• NCUA Privacy Regulations
• Regulation B
• Regulation Z
• Service Members Civil Relief
• FCRA/FACTA
• Fair Debt Collections Act

• Cisco Network Support
• Monitoring Tools
• Help Desk Software
• Documentation Systems
• Incident Management Systems