ITS Infrastructure Manager

Position Purpose

Upholds the Credit Union’s mission to “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by overseeing all responsibilities and functions related to ITS (Information Technology Services) by overseeing the system and network administrators responsible for various IT functions, including managing servers, infrastructure, storage, telephony systems, maintenance, and updates. Additionally, they ensure staff proficiency and smooth operation within the MS365 ecosystem, all while emphasizing security-focused execution. The role involves strategic planning, team management, ensuring operational efficiency, and prioritizing security measures to safeguard the organization's digital assets and optimize staff productivity.

The ITS Infrastructure Manager will work closely with all areas of the IT department and across the credit union to ensure that the employee experience from an end user standpoint is a positive one and will from time to time work outside of regular business hours to respond to issues or assist with implementations or changes.

Essential Responsibilities 

Plan, organize, and manage staff and overall operations to ensure the stable operation of the organization’s IT infrastructure. This includes:

• Design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.
• Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration.
• Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts.
• Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for infrastructure projects and associated efforts.
• Negotiate with vendors, outsourcers, and contractors to implement and secure infrastructure-specific products and services.
• Assist with the planning and deployment of infrastructure security measures.
• Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, and so on.
• Schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion.
• Conduct feasibility studies for various upgrade projects, improvements, and other conversions.
• Define hardware and software standards in conjunction with owners and stakeholders.
• Test network performance and provide network performance statistics and reports; develop strategies for maintaining network infrastructure.
• Test server performance and provide network performance statistics and reports; develop strategies for maintaining server infrastructure.
• Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base.
• Practice IT asset management, including maintenance of component inventory and related documentation.
• Establish service level agreements (SLA) with and provide metrics to business units.

Supervise and ensure the efficient operation of the company’s network, client servers, databases, communications, telephony, and all associated equipment. This includes:

• Work closely with the ITS executive staff and decision-makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.
• Organize and negotiate the allocation of IT resources to ensure the efficient utilization of IT resources including personnel and equipment.
• Develop maintenance schedules for network and systems equipment.
• Conduct system feasibility studies and testing.
• Develop and implement all functional policies and procedures, including those for network architecture, standards, purchasing, and service provision.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, PCs, operating systems, and associated hardware.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
• Approve purchase of equipment and supplies to meet operational requirements of the business.
• Analyze existing operations and make recommendations for the improvement and growth of the network infrastructure and IT systems.
• Conduct research and remain current with the latest technologies and solutions in support of procurement efforts.
• Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Assist in asset management for IT hardware, software, and equipment.
• Oversee all reports and documentation related to network and systems operations.
• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
• Establish service level agreements (SLA) with and provide metrics to business units.

Collaborates with CCU Employees and Technology Partners. This includes:

• Follows and exemplifies the vision, mission, and values of Capital Credit Union.
• Uses excellent communication and listening skills to communicate highly technical information to both technical and non-technical users.
• Collaborates with Talent Development on technical training and employee onboarding.
• Works closely with technology partners and manages vendor relationships. 
• Elicit feedback from departments across the credit union through monthly check-ins and quarterly reviews to discuss performance, feedback, and collaborate on any concerns employees have identified as areas of improvement and unreported issues.
• Performs other duties as assigned by Supervisor.

Manages ITS Projects. This includes:

• Leads and oversees the planning, execution, and completion of operational and continuous improvement projects within the IT support domain.
• Collaborates with stakeholders to define project objectives and deliverables and ensure projects meet or exceed expectations.
• Collaborates with the Project Management Office on scheduling and resource management for organizational and cross-functional projects.

Necessary Experience and Qualifications

• Bachelor’s or Master’s Degree in computer science, information systems/technology, or related field or equivalent work experience.
• Seven years of progressive experience in an information technology role
• Three years of experience leading, mentoring, and managing an IT team
• ITIL and/or COBIT certifications are preferred.
• High integrity, ethical standards, and trustworthiness.
• High level of interpersonal skills necessary to deal effectively and efficiently with a diverse group of employees, technicians, and vendors in sometimes stressful situations.
• Excellent verbal/written communication skills and listening skills. 
• Strong mentoring and coaching skills and experience.
• Technical planning, project management, and supervisory experience. 
• Ability to analyze, research, and resolve technical problems.
• Ability to exercise a high degree of independent judgement and decision making. 
• Must possess valid driver's license. Some travel required to various branches, meetings, seminars, and conferences.

Work Environment and Physical Requirements

• Office environment with moderate to high level of noise.
• Frequent use of telephone, copier, computer, fax machine, and other office machines.
• Prolonged sitting or standing, and ability to stay in one place or work in a confined area for extended periods.
• Frequent mental and visual concentration.
• Ability to concentrate and pay close attention to detail for over 90 percent of work time. 
• Some work to be performed outside of normal business hours.
• Moderate lifting of up to 25 pounds. Also, ability to transport objects weighing between 5 and 25 pounds for 5 to 10 percent of work time. 

NOTE: This job has the potential to work hybrid, contingent upon supervisor approval.  Approval will be based on the Work From Home Policy eligibility requirements as well as the department needs.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements. 

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.