Head of IT Operations – Infrastructure

People Driven Credit Union

. Direct, manage, and execute the Credit Union’s day-to-day IT operations and infrastructure services .

Posted 9/19/2026full-timeMiddletown • Rhode Island • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing IT operations, infrastructure services, and technology projects within a financial institution. Proficient in Microsoft 365 technologies, network administration, and leading technical teams to ensure operational excellence and service quality.

Highest-signal resume keywords

IT Operations ManagementMicrosoft 365 TechnologiesNetwork AdministrationLeadership in Technical TeamsService Desk Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementChange ManagementAsset ManagementOperational DocumentationNetwork Infrastructure AdministrationDisaster Recovery TechnologiesArtificial Intelligence ToolsEndpoint ManagementVirtualization PlatformsTicketing Platforms

Soft Skills

Analytical AbilitiesOrganizational SkillsProblem-Solving SkillsEffective Communication

Tools & Technologies

Microsoft 365Exchange OnlineEntra IDIntuneSharePoint OnlineTeamsOneDriveConditional AccessFirewallsTelecommunications

Certifications & Qualifications

Microsoft CertificationsITILCompTIAVMwareCisco

Industry Keywords

Financial InstitutionRegulated IndustryEnterprise TechnologyOperational Performance MetricsService Level Agreements

Tech Stack

Tools & technologies

CloudCyber SecurityFirewallsITSMSwitchingVMware

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Technology, or related field; equivalent combination of education and experience may be considered
Seven (7) to ten (10) years of progressively responsible experience supporting enterprise technology environments
Minimum five (5) years of leadership or supervisory experience managing technical staff, projects, vendors, or operational teams
Experience within a financial institution, regulated industry, or highly controlled technology environment is preferred
Experience leading technical teams within a multi-site organization is preferred
Experience managing service desk operations, ticketing platforms, service level expectations, and operational performance metrics
Strong experience supporting Microsoft 365 technologies, including Exchange Online, Entra ID, Intune, SharePoint Online, Teams, OneDrive, Conditional Access, and endpoint management
Working knowledge of enterprise artificial intelligence tools, Microsoft Copilot capabilities, AI-enabled productivity platforms, and related operational security, privacy, data protection, access, monitoring, and support considerations
Hands-on experience administering, monitoring, troubleshooting, and supporting enterprise network infrastructure, including routing, switching, firewalls, wireless services, connectivity, and telecommunications
Experience with server infrastructure, virtualization platforms, storage systems, backups, and disaster recovery technologies
Experience managing technology projects, operational implementations, technology lifecycle initiatives, vendors, service providers, and third-party support relationships
Strong understanding of IT service management, change management, asset management, operational documentation, and technology support best practices
Ability to communicate effectively with executive leadership, business units, vendors, auditors, and regulators
Proven analytical, organizational, troubleshooting, and problem-solving abilities
Relevant industry certifications such as Microsoft, ITIL, CompTIA, VMware, Cisco, or equivalent certifications are preferred
Ability to lift and carry IT equipment of up to 50 lbs.
Ability to perform primarily sedentary work with limited physical exertion
Ability to routinely perform computer work for an average of 6–8 hours per day when necessary
Must be able to work additional hours whenever required or requested by management
Must be capable of regular, reliable, and timely attendance
Must be able to work indoors in a climate-controlled shared work area with minimal noise

Benefits

Comp & perks

Medical, dental (BCBSRI), and vision (VSP) coverage
401(k) and Roth options with a competitive employer match
Performance based incentive (target 4% of salary)
Employee discounts on loan products
Paid day off for annual primary care visit
Paid volunteer day and company-wide “Day of Purpose”
Emerging Leaders program designed for high potential employees
Proven career mobility and professional development opportunities
Employee events and team connection opportunities