IT Operations Manager

The IT Operations Manager is a key leader within the IT department, responsible for driving and executing the technology strategy defined by the Executive Director of IT & Operational Efficiency. This role ensures the effective delivery of IT services across support, infrastructure, and project management functions. The IT Operations Manager oversees teams in IT Support and System Administration, maintaining seamless service operations and system reliability.

Working closely with the Executive Director, this position helps shape IT strategies aligned with organizational goals, identifies opportunities for technology improvements, and manages the IT Operations budget to support business objectives. Additionally, the IT Operations Manager partners with the Information Security Officer to develop and execute information security strategies, ensuring compliance and safeguarding organizational assets.

• Upholds the Bank’s mission and vision towards customer satisfaction and success.
• Monitors the efficiency of the IT Support Team and System Administration Team, ensuring optimal operational productivity.
• Contributes to and implements the Bank’s Information Technology Strategy.
• Identifies areas for efficiency improvements within the scope of responsibility.
• Participates in the Incident Handling Team and plays an active role in the Cyber Incident Response Plan.
• Strategically designs and maps business requirements to system/technical requirements.
• Participates in the Technical Change Management Committee and Business Continuity Planning Committee.
• Acts as a Subject Matter Expert on networking and server infrastructure.
• Works independently and effectively with both technical and non-technical team members and customers.
• Demonstrates excellent brainstorming and consensus-building skills, interacting with executive-level project sponsors and management.
• Successfully facilitates meetings.
• Manages third-party relationships such as security vendors and remote support vendors.
• Escalates issues to senior management as needed.
• Trains, supervises, and delegates assignments to their team, holding them accountable through coaching, constructive criticism, assessment, and disciplinary action when required by establishing clearly defined responsibilities and performance expectations while assuring full compliance with all policies and procedures.
• Creates and manages work schedules of their team, including but not limited to approving or denying requests for time off from work, Paid Time Off in Paylocity, etc.
• Provides leadership, mentorship, and guidance to their team, fostering a culture of innovation, collaboration, accountability, and continuous improvement.
• Recognizes red flags, scams, fraud, phishing, etc.
• Stays current on applicable banking regulations and security procedures and practices to prevent fraud or other bank losses and to comply with regulatory requirements.
• Performs responsibilities during Bank hours by being physically present in the Bank an average of 40 hours each week based on business needs.
• Travels between branches as needed.
• Performs other responsibilities as assigned by management.

• Develops and maintains comprehensive documentation for all IT processes, ensuring clarity and consistency.
• Creates and implements Standard Operating Procedures (SOPs) to standardize IT operations and enhance efficiency.
• Regularly reviews and updates documentation and SOPs to reflect changes in technology and business requirements.
• Ensures all IT policies and procedures are clearly defined, communicated, and enforced across managed teams.
• Provides training and support to team members on IT policies, procedures, and SOPs to ensure compliance and understanding.
• Monitors adherence to IT policies and procedures, taking corrective actions as necessary to maintain compliance and operational integrity.
• Ensures compliance with data security policies, access control measures, and GLBA (Gramm‑Leach‑Bliley Act) requirements.

• Develops and implements key performance indicators (KPIs) to measure the success of IT operations and projects.
• Sets SMART goals and individual metrics for managed…