Information Systems Support Manager

Information Systems Support Manager

Mid American Credit Union

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Credit Unions are not-for-profit organizations that exist to serve their members rather than to maximize profits. As a member-owned institution, our focus is on providing a safe place to save and borrow at reasonable rates! That is why our mission at Mid American Credit Union is to be the best choice for quality financial services, above and beyond all other alternatives.

Mid American Credit Union is looking for individuals that like to be challenged, rewarded and inspired! This job is perfect for self-motivated, quick thinkers with unmatched problem‑solving skills. Are you ready to be a part of a team that provides outstanding service each and every day?

The Information Systems Support Manager is responsible for implementing and overseeing upgrades to Mid American Credit Union’s network infrastructure and operating systems. This role includes evaluating existing systems, recommending new hardware and software, installing updates, managing configurations, testing functionality, and ensuring smooth transitions to new environments while minimizing downtime. The manager leverages automation tools and cloud expertise for efficient deployments across both on‑premises and cloud environments.

Additionally, the position involves managing the helpdesk support staff and ensuring that Key Performance Indicator (KPI) standards are met.

• Management
  • Hire, coach and lead direct reports to maximize productivity and efficiency in the delivery of IS Network and Support services to internal and external members while protecting IS assets and member information.
  • Establish performance expectations and monitor staff performance, including KPI standards, assuring compliance with regulatory requirements, organizational and departmental goals.
• Department Support
  • Manage and assist the Helpdesk support team.
  • Participate in other IT projects as assigned, adhering to deadlines and collaborating with team members.
  • Provide after‑hours on‑call support and Saturday support on a rotation basis as assigned. Periodically work evenings/weekends while implementing new systems, performing an upgrade or installing a fix to minimize impact to the daily production system.
• IT Compliance/Vendor Liaison Responsibilities
  • Assist with internal and external audits and examination processes, including resolving any findings and implementing best practices.
  • Assist management and the IT Security Teams in maintenance of comprehensive Disaster Recovery, Business Continuity, and Incident Response plans.
  • Participate in regular disaster recovery, business continuity and incident response testing including maintaining detailed documentation of plans and scheduled and completed activities.
  • Ensure that all internal audits are completed according to the established schedule.
  • Serve as a liaison with vendors regarding system issues, updates, and improvements.
• Needs Analysis, Problem Identification and Remediation
  • Evaluate existing network and system performance, identify areas for improvement, and define upgrade requirements based on business needs. Investigate problems in systems and processes.
  • Implement agreed upon remediation and preventative measures assigned. Collaborate with vendors, peers and system users as appropriate to ensure remediation efforts are successful.
• Hardware/Software Selection
  • Research and recommend appropriate network hardware (routers, switches, firewalls) and software updates considering compatibility, performance, end‑of‑life, and security aspects.
  • Install new hardware and software, configure network settings and implement updates according to established standards and best practices.
• Upgrade Planning and Execution
  • Participate in infrastructure project development and planning including development of detailed upgrade plans, timelines, resource allocation, change management procedures, rollback strategies, and risk mitigation measures.
  • Conduct thorough testing of assigned upgrades to ensure functionality, performance and compatibility across different…