IT Operations Manager

Scope of Work

The IT Operations Manager is responsible for overseeing the daily operations of the bank’s IT support services, including help desk and end‑user support, production systems monitoring, and Endpoint environment management. This role ensures operational continuity, system reliability, and exceptional service delivery across all technology touchpoints. Be a senior level Engineer for escalated items

• Help Desk and End User Support
  • Lead and manage the IT Help Desk team to ensure timely and effective resolution of technical issues
  • Develop and enforce service‑level agreements (SLAs) and customer service standards
  • Implement best practices for ticketing systems, escalation protocols, and user training
  • Reporting and IT Management of ITSM
• Production Support of Core Systems
  • Monitor performance and availability of production systems including core banking platforms, CRM, and compliance tools
  • Work with Information Systems Manager and CTO Coordinate incident response and root cause analysis for system outages or performance degradation
  • Maintain documentation of system configurations, support procedures, and recovery plans as needed.
  • Oversee deployment and maintenance (desktops, laptops, mobile devices)
  • Management of Printing Solutions and MFP Contract.
  • Augmentation of Engineering Staff. projects dealing with operational activities.
• Branch Operations Interface
  • Ensure all business technical needs are met for the COCC Core and all associated Fin Techs
  • Find efficiencies in support management between branch operations and IT Operations.
  • Manages and troubleshoots File Transfer Activities that occur between the bank and respective Fin Techs.
• Team Management
  • Manage Non-Engineering IT Staff including System Administrators, Network Administrators, and Tech Support Specialists.
  • Indirectly manage all IT resources when tracking ticket resolution and day-to-day support issues are being addressed. Hold all IT responsible for meeting SLA’s that are defined.
  • Guides engineers in career development, performance improvement, and technical growth.
  • Ensure the team has the technical skills needed to support day-to-day operations staff.
  • Recruits top talent and ensures smooth integration into the engineering team

• Promotes the Kennebunk Savings Brand by recommending our products and services, supporting our community focus & commitment to being a premier employer
• Understands, supports and adheres to organizational policies and procedures
• Consistently emphasizes the importance of teamwork in the department and company at large
• Responsible for keeping abreast of company news and information
• Responsible for completing required training and policy review
• May assist in end-user training
• Willingness to take on additional tasks and duties
• After (business) hours work and support as necessary

• A+ Certification
• Net+ Certification or equivalent knowledge

• Expertise in network, server, cloud services, and Microsoft 365 environments.
• Strong understanding of security, compliance, and disaster recovery principles.
• Working knowledge of Server Virtualization (VMWare), DFS, and SAN Storage
• Ability to mentor and lead senior technical staff.
• Strong communication and collaboration skills across technical and business teams.
• Displays high level of regard for trust and confidentiality
• Proficient in Microsoft Office Products
• Displays strong written and verbal communication skills
• Displays strong organization skills and the ability to multi-task to meet established deadlines
• Demonstrates a high level of accuracy and attention to detail
• Effectively uses analytical skills to solve technical, as well as, non-technical problems
• Prior knowledge of banking regulations is preferred
• Ability to adapt to change

• 7+ years in IT infrastructure or engineering roles, with at least 3 years in a leadership position.
• Experience managing help desk system with solid understanding of ITIL Framework.
• Proven experience in architecture design, project management, and regulatory compliance within the banking or financial sector.

• High school or General…