Infrastructure and Service Manager

Bank of Bird-in-Hand is built on integrity, excellence, and teamwork. When you join the Bank of Bird-in-Hand team, you’ll be appreciated and celebrated for who you are every day.

Bank of Bird-in-Hand is actively seeking an Infrastructure and Service Manager to join our team in Paradise. This role is responsible for leading the organization’s infrastructure, network, Microsoft 365, and service desk functions while establishing disciplined IT Service Management practices across Technology Operations. This role is accountable not only for the effective operation of the underlying technology environment, but also for the quality, supportability, and ongoing improvement of the business services those technologies enable.

This is a wonderful opportunity to join a community bank and make an impact on the local area!

• Establish and mature IT Service Management practices, including incident, request, change, knowledge, configuration, asset and service-level management
• Own the IT service delivery lifecycle, ensuring technology services are designed, transitioned, operated, measured and continuously improved.
• Lead and develop the infrastructure, network, Microsoft 365, and Service Desk teams, including performance management, coaching, skills development, succession planning and workload management.
• Maintain reliability and availability of critical technology services, including networks, servers, virtualization, storage, cloud services, Microsoft 365, endpoint infrastructure, telecommunications, and related platforms.
• Lead major incident management, ensuring appropriate escalation, communication, technical coordination, root-cause analysis and corrective actions.
• Establish problem management practices that identify recurring incidents, eliminate underlying causes, and reduce technical debt.
• Develop and maintain technology standards, operating procedures, runbooks, and support documentation for infrastructure and operational services.
• Create and maintain a service catalog, clearly defining available IT services, service ownership, support expectations, request processes, and escalation paths.
• Manage technology lifecycle and capacity planning, including infrastructure refreshes, software/platform lifecycle, technical debt, licensing, capacity, scalability, and end-of-support risks.
• Oversee infrastructure monitoring and operational observability, ensuring proactive identification of performance, availability, capacity, and service-impacting issues.
• Own infrastructure resilience and recovery capabilities, including backup, disaster recovery, technology recovery procedures, testing, recovery objectives, and remediation of identified gaps.
• Manage Microsoft 365 operational governance, including Exchange Online, Teams, SharePoint, One Drive, identity integration, licensing, administration, and adoption of new capabilities.
• Partner with architecture, security, application, and business teams on technology projects, ensuring solutions can be effectively supported once transitioned into production.
• Establish production-readiness and operational-acceptance standards so new systems enter production with appropriate monitoring, documentation, support procedures, ownership, security controls, and recovery capabilities.
• Maintain an inventory of infrastructure assets, services, dependencies, owners, and lifecycle status, with appropriate integration into configuration and asset-management processes.
• Perform other duties as required.

• Degree in Information Technology, Computer Science, or related field (advanced degree preferred).
• Minimum 7 years of progressive IT leadership experience, including…