Information Technology Service Manager

River Bank is a locally-owned community bank that serves communities in La Crosse, Monroe, Trempealeau, and Vernon counties. Committed to providing quality, community-based financial solutions, River Bank offers a supportive and rewarding work environment where employees are valued for their contributions.

River Bank offers a robust benefits package including insurances such as health, dental, vision, life, long-term and short-term disability, and more. In addition to insurance benefits, team members accrue Paid Time Off (PTO) at a rate equivalent to 18 days annually for full-time employees. River Bank also offers paid holidays, paid volunteer hours, and 401(k) with an employer match.

We are seeking an energetic and detail-oriented Information Technology (IT) Service Manager to lead our IT service delivery and infrastructure management. In this pivotal role, you will oversee the planning, implementation, and maintenance of our IT systems, ensuring seamless support for business operations. Your leadership will drive continuous improvement in IT services, foster collaboration across teams with strong communication skills, and uphold the highest standards of system reliability.

• Lead and manage the IT team, fostering a collaborative, productive, learning working environment focused on success.
• Manage the IT Service Desk to ensure bank employees, stakeholders, and key vendors receive attention, resolution, and effective communication.
• Maintain the IT Service Management Program (SMP), delivering excellent IT support to bank employees by addressing, resolving, or escalating technical issues to minimize disruptions.
• Oversee the day-to-day IT support and operations activities completed by the IT SMP, ensuring that the bank is aware of scheduled, new, and emerging service outages.
• Provide monthly updates on the IT department and service performance.
• Assist with internal and external audits.
• Perform Disaster Recovery documentation and testing.
• Assist with Incident Response.
• Collaborate with Information Security (IS) Officer to improve security.
• Monitor all IT procedures, processes and configurations of server and end user equipment.
• Participates in IS Steering committee.
• Own and manage the relationships with the IT service providers, leveraging the relationships to ensure high-quality IT service delivery.
• Ensure that all IT issues are tracked, addressed, and resolved according to service level agreements. Collaborate frequently with the operations vice president and/or the Information Security Officer to address risks or concerns.
• Manage the IT Change Management process and ensure the availability and reliability of critical and high-priority IT systems, scheduling and obtaining stakeholders' approval for service outages.
• Associate Degree in Information Technology. Will consider equivalent combination of education and experience in lieu of.
• Five (5) years professional experience working in IT, preferably within the banking or financial services sector.
• Ability to pass a background check.

• Bachelor Degree in Information Technology
• Proven experience managing IT services within a complex environment with supervisory responsibilities.
• Demonstrated leadership skills with experience supervising technical teams and managing vendor relationships effectively.
• Certifications:
  
  ITIL Foundations 4.0, CompTIA A+, CompTIA Network+ or CompTIA Project+.
• Knowledge of various IS frameworks.
• Ability to educate a non-technical audience on security measures.
• Outstanding customer service skills and interpersonal behaviors.
• Exceptional verbal and written communication skills.
• Excellent problem solving and analytical skills.