Function

Primary responsibility of this position is to provide management, leadership, motivation, and development of the IT Infrastructure team. The position is operationally responsible for ensuring the availability, integrity and accessibility of all IT systems and infrastructure, including networking and telecommunications systems, servers, and storage applications, as well as data center management. Infrastructure systems need to be maintained, serviced, updated, and enhanced to ensure efficiency and availability. This position also has frequent interaction with customers, direct reports, peers, and independent vendors.

Duties and Responsibilities

• Oversees and leads the IT Infrastructure resources for optimal performance, including providing resource management for incoming customer inquiries, problems, and administrative work.
• Oversee the IT Infrastructure operations, policies, and procedures to ensure system, data, and information accessibility across all organizational assets.
• Responsible for all aspects of the infrastructure, including data center facilities, physical and virtual servers, switches, routers, firewalls, Exchange e-mail systems, system and data back-ups and restoration, software, communication lines, telephone systems, mobile devices, patch management, policy enforcement, VPN/remote access, vendor connectivity, wireless solutions, and asset management systems.
• Oversee the design, planning, implementation, and maintenance of the infrastructure, ensuring that the systems provide the upmost efficiency and availability in support of the organization’s goals and strategies.
• Lead the organization’s disaster recovery testing on a regular, ongoing basis for the entire technology infrastructure with our business partners in Risk and with our external Business Continuity Partner to ensure the prompt and continued delivery of all the organization’s Tier One systems, applications and services.
• Support and contribute to all internal and external audits, guaranteeing that all documentation and materials are accurate, current, and readily available. Ensure prompt and thorough response to and remediation of all findings and recommendations.
• Evaluate the efficiency and effectiveness of the infrastructure and identify areas for improvement. Suggest action plans that will increase the system availability and functionality for end-users.
• Oversee and lead routine infrastructure processes, including configuration management reviews, hardening efforts, and remediation efforts to ensure compliance.
• Hands-on technical depth enables direct oversight, problem-solving leadership and participation for complex system implementations, system upgrades and operational incident and problem troubleshooting.
• Ensure issues are concisely documented in helpdesk application software to facilitate resolution and future knowledge base documentation and to maintain user satisfaction.
• Formulate short and long-term goals, action plans, policies, procedures and operating and capital budgets for areas of responsibility
• Play an active role on the IT Management team and work with other leaders to drive continuous improvement for the overall group
• Analyze IT Infrastructure activity and reports and make recommendations for increased organizational efficiency and effectiveness.
• Formulate and recommend Operational policies and objectives that reflect the mission of Citadel and are consistent with the short- and long-range strategic initiatives of the organization.
• Manage and maintain process and procedure documentation for areas of responsibility, ensuring thoroughness, relevance, and accuracy.
• Provide leadership and direction for the problems and incidents reported through the Service Desk, as well as, those identified through the course of projects.
• Oversees teams that are responsible for day to day operating needs and participate in providing ongoing management of service level compliance.
• Assist in professional and technical development of team members enabling them to set goals, monitor, mentor, coach, and assist team members to deliver quality support.
• Meet regularly with staff to review project status and update UKG with respect to current and future goals.
• Maintain a high level of employee morale within the team.
• Support the daily operations of Citadel Federal Credit Union.
• Ensure that all changes to CFCU Information Systems areas are documented.
• Manage outside vendors to optimize performance of all Information Systems.
• Maintain up to date knowledge of all systems.
• Ensure that appropriate training is provided to all staff members.
• Perform special projects and other duties as assigned.

Qualifications and Education Requirements

Work Experience

• 8+ years’ experience in the Information Technology field with an emphasis on IT Infrastructure activities.
• Excellent knowledge of IT infrastructure operations to include a good knowledge of IT best practices, industry trends and compliance requirements.
• People management experience required.
• Working knowledge of the full range of network, infrastructure and telecommunications systems required.
• Working knowledge of IT processes and procedures, including system backups, business continuity, disaster recovery, asset management, audits, and compliance.
• Working knowledge of IT security measures and best practices required to protect and maintain corporate networks.
• Working knowledge of IT Service Desk and Operations activities, including customer service and communications.
• Must have excellent analytical, organizational and communications skills.
• Must have team building skills.
• Ability to learn and apply new technologies to the wide range of Citadel information systems.
• Must have good communication and problem-solving skills. Excellent customer service and conversational skills.

Education

• Bachelor’s Degree in related field required. Five years demonstrated technical experience may be substituted in lieu of degree.