People Driven Credit Union

Operations

• Direct, manage, and execute the Credit Union’s day-to-day IT operations and infrastructure services
• Lead service desk, infrastructure, systems, network, telecommunications, cloud, endpoint, and operational technology functions
• Provide leadership, coaching, supervision, performance management, and professional development for assigned IT Operations staff
• Manage workload distribution, scheduling, on-call responsibilities, resource allocation, staffing, succession, cross-training, and operational continuity
• Attend operational leadership meetings, communicate technology initiatives, and identify service improvement opportunities
• Provide end-user training, technology adoption support, and guidance for approved technology platforms and artificial intelligence tools
• Execute approved technology roadmap initiatives, operational projects, infrastructure modernization, and departmental priorities
• Own IT service desk operations, including ticketing standards, service level agreements, escalation procedures, service quality, and end-user support
• Monitor service levels, ticket trends, recurring issues, workload distribution, user satisfaction, and operational performance metrics
• Oversee employee technology onboarding and branch, after-hours, and escalation support
• Direct administration and operational performance of Microsoft 365, Entra ID, Active Directory, Exchange, SharePoint, Teams, OneDrive, Intune, Defender, server infrastructure, and related platforms
• Administer user accounts, permissions, access provisioning, endpoint management, device compliance, software deployment, patching, backups, monitoring, and documentation
• Support implementation, deployment, configuration, integration, administration, monitoring, and audit evidence collection for approved AI tools
• Oversee network infrastructure, telecommunications, wireless services, cloud connectivity, Internet services, and related platforms
• Perform network administration, monitoring, troubleshooting, configuration, maintenance, and incident response when required
• Coordinate infrastructure support with vendors, service providers, consultants, and business partners
• Own technology asset lifecycle management, including procurement, deployment, assignment, inventory, refresh, recovery, and disposal
• Lead technology changes, testing, documentation, approvals, implementation, communication, scheduling, and rollback activities
• Own backup administration, recovery, restoration testing, disaster recovery procedures, and business continuity testing support
• Direct vulnerability remediation and technical response, containment, eradication, recovery, and restoration for technology and cybersecurity incidents
• Oversee monitoring, alerting, logging, system management, capacity forecasting, infrastructure growth planning, and service availability reporting
• Serve as primary operational liaison for technology vendors and support departmental budgets, refresh planning, contract renewals, and operational expenditures
• Lead technology projects, implementations, upgrades, migrations, and infrastructure initiatives
• Maintain technology inventories, network diagrams, support documentation, and operational records for ongoing operations and audits

Head of IT Operations – Infrastructure