IT Manager

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Maple Grove, MN, US

Salary Range: $91,600.00 To $ Annually

SUMMARY: The IT Manager is responsible for coordinating and overseeing Highland Bank’s information technology operations in a managed services environment. This position serves as the primary internal contact for IT service delivery, user support, vendor coordination, technology-related documentation, access administration, audit support, and operational technology needs. The IT Manager works closely with the Chief Operations Officer (COO), employees, Navanta/Bankers Private Cloud, and other technology vendors to help ensure IT services are secure, reliable, responsive, and aligned with Bank objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: other duties may be assigned.

• Oversees day-to-day IT operations, service delivery, user support, application support, and vendor coordination.
• Aligns IT priorities with Bank goals, operational needs, regulatory expectations, and the managed services model.
• Supports COO with IT planning, committee reporting, policy and procedure updates, risk assessments, audits, examinations, and remediation tracking.
• Monitors service levels, ticket trends, recurring issues, and vendor performance; escalates concerns as appropriate.

• Serves as a primary liaison between Highland Bank and Navanta/Bankers Private Cloud for managed infrastructure, network, workstation, server, firewall, patching, vulnerability, backup, monitoring, and support services.
• Coordinates vendor tickets, service requests, escalations, implementation activities, documentation updates, and follow-up items.
• Maintains awareness of vendor responsibilities and Bank-retained responsibilities to ensure requests are routed appropriately and completed in accordance with approved processes.
• Reviews vendor reports, service activity, open items, and recurring issues; communicates status and concerns to COO as needed.

• Provides internal oversight of the Bank’s technology environment, including workstations, servers, network connectivity, remote access, Microsoft 365, SharePoint, security tools, communications systems, and related services.
• Coordinates with Navanta and other vendors on infrastructure administration, patching, firewall monitoring, vulnerability remediation, backups, endpoint protection, remote access, and network performance.
• Works with the COO, supports incident response activities by coordinating internal communication, vendor engagement, documentation, escalation, and follow-up.
• Assists COO with technology risk management, information security awareness, access control review, and remediation tracking.

• Oversees IT support intake, troubleshooting, employee communication, and escalation to Navanta or other vendors when appropriate.
• Coordinates user access requests, changes, approvals, terminations, VPN access, MFA issues, security group changes, and other access-related activities using approved Bank procedures.
• Provides or coordinates support for common employee technology issues, including workstations, Outlook, One Drive, Microsoft Office, printers, VPN, MFA/Duo, phones, and application access.
• Identifies recurring support issues and recommends process, training, communication, or vendor follow-up improvements.

• Works with the Application Support Manager, supports Bank technology applications and business systems by coordinating access, troubleshooting, vendor support, upgrades, testing, documentation, and user communication.
• Coordinates with Application Support Manager, business units and vendors for core banking systems, ancillary applications, Microsoft 365 tools, security tools, communications systems, ATM-related vendors, and other technology solutions.
• Maintains awareness of system changes, vendor releases, and operational impacts; helps coordinate communication and testing when changes affect users or Bank processes.
• Assists Application Support Manager, business units with technology-related questions, workflow issues, access needs, reporting, training materials, and vendor coordination.

• Works with the COO, coordinates technology-related business continuity and disaster recovery documentation, testing, evidence collection, and follow-up items.
• Works with the COO, Navanta and other vendors to obtain system documentation, recovery information, test results, vulnerability information, patch status, backup information, and other technology evidence.
• Supports the COO with audit and examination requests by coordinating evidence, tracking responses, documenting remediation, and ensuring timely follow-up.
• Maintains or…