Head of IT Operations & Infrastructure

Position Summary

This position is responsible for directing, managing, and executing the Credit Union's day-to-day Information Technology operations, infrastructure, service delivery, endpoint management, systems administration, network administration, telecommunications, cloud services, Microsoft 365 administration, technology asset lifecycle management, and operational technology control execution.

This role ensures reliable, secure, efficient, and well-documented technology services for employees, branches, departments, and business units. Responsibilities include oversight of IT service management, infrastructure operations, system administration, network operations, endpoint lifecycle management, vulnerability remediation, backup and recovery operations, operational monitoring, technical project implementation, vendor coordination, and operational documentation.

This position works closely with the Head of Information Security & Technology to ensure operational activities are performed in accordance with approved policies, governance programs, regulatory requirements, audit expectations, and the Credit Union's approved enterprise risk appetite. This position owns and is accountable for the execution of day-to-day technology operations, infrastructure management, service delivery, service desk management, Microsoft 365 administration, operational security controls, remediation activities, incident response execution, and technology project implementation. Information security governance, policy ownership, risk assessments, risk acceptance, audit coordination, and Board and Risk Committee reporting remain the responsibility of the Head of Information Security & Technology.

Essential Responsibilities and Accountabilities

IT Operations Leadership

• Leads the Credit Union's IT Operations function, including service desk operations, infrastructure administration, systems administration, network administration, telecommunications, cloud services, and operational technology support.
• Provides leadership, coaching, supervision, performance management, and professional development for assigned IT Operations staff.
• Oversees staff workload distribution, scheduling, on-call responsibilities, and resource allocation to ensure operational support requirements are consistently met.
• Establishes and maintains operational procedures, technical standards, service expectations, documentation requirements, staff accountability, and cross-training practices that support operational continuity and succession planning.
• Develops staffing, succession, cross-training, and operational continuity strategies to ensure adequate technical coverage and resiliency.
• Ensures appropriate cross-training and technical knowledge transfer across IT Operations and maintains the ability to provide direct operational coverage for critical network administration responsibilities.
• Conducts recurring staff meetings, performance reviews, goal-setting activities, and development planning.
• Attends Retail Management and other operational leadership meetings to understand business requirements, communicate technology initiatives, identify service improvement opportunities, and maintain strong partnerships with business units.
• Provides operational end-user training, technology adoption support, and user guidance for approved technology platforms and services, including approved artificial intelligence tools and use cases.
• Executes approved Technology Roadmap initiatives, operational projects, infrastructure modernization efforts, and departmental priorities established through the Credit Union's technology planning process.

IT Service Management & Helpdesk Operations

• Owns the Credit Union's IT service desk program, including ticketing standards, service level agreements, escalation procedures, service quality, and end-user support delivery.
• Oversees ticket management processes to ensure requests and incidents are prioritized, documented, resolved, and reported appropriately.
• Monitors service levels, ticket trends, recurring issues, workload distribution, user satisfaction metrics, and other key performance indicators to support operational reporting and continuous improvement initiatives.
• Develops, maintains, and reports operational performance metrics including service desk performance, platform availability, asset lifecycle management, project delivery, and operational support effectiveness.
• Oversees new employee technology onboarding activities and ensures employees are equipped to effectively utilize approved technology platforms and services.
• Ensures appropriate branch support, after-hours support, and escalation coverage.

Infrastructure, Systems, and Microsoft 365 Operations

• Directs and is accountable for administration, support, maintenance, and operational performance of Microsoft 365, Entra ID, Active Directory, Exchange, SharePoint, Teams, OneDrive, Intune, Defender, server infrastructure, and related technology platforms.
• Directs and supports the technical implementation, deployment, configuration, integration, administration, monitoring, and audit evidence collection for approved artificial intelligence tools and use cases in accordance with established AI governance, security, privacy, data handling, and change management requirements.
• Oversees operational administration and support of business applications, core supporting technologies, and end-user technology platforms utilized throughout the Credit Union.
• Oversees administration of user accounts, permissions, and operational access provisioning activities in accordance with approved access management procedures.
• Ensures systems are maintained, monitored, patched, documented, backed up, and administered in accordance with established standards and operational requirements.
• Oversees endpoint management, device compliance, software deployment, and operational support activities.
• Maintains technology configuration standards, operational baselines, and platform administration procedures for supported systems and services.
• Ensures technology changes are implemented in accordance with approved change management requirements and operational procedures.
• Coordinates with Information Security & Technology Governance regarding access governance, security standards, logging requirements, data governance requirements, and audit support activities.

Network, Telecommunications, and Cloud Operations

• Oversees the Credit Union's network infrastructure, telecommunications environment, wireless services, cloud connectivity, Internet services, and related technology platforms.
• Maintains sufficient hands-on technical proficiency with the Credit Union's network environment to provide operational coverage and serve as the primary backup to the Network Administrator.
• Performs network administration, monitoring, troubleshooting, configuration, maintenance, and incident-response activities when required to support operational continuity, address escalated issues, or provide coverage during the Network Administrator's absence.
• Ensures network, telecommunications, and cloud services remain secure, available, documented, monitored, and operationally supported.
• Plans, executes, and validates network, telecommunications, infrastructure, and connectivity changes in accordance with approved standards and procedures.
• Coordinates infrastructure support activities with vendors, service providers, consultants, and business partners as needed.

Endpoint and Asset Lifecycle Management

• Owns the technology asset lifecycle process, including procurement coordination, deployment, assignment, inventory management, refresh planning, recovery, and disposal.
• Ensures technology inventories remain accurate, complete, and aligned with operational and audit requirements.
• Oversees endpoint deployment, configuration, compliance, maintenance, and retirement activities.
• Oversees technology provisioning, recovery, and lifecycle activities supporting employee onboarding, transfers, remote work, and termination processes.

Change Management & Technical Implementation

• Leads execution of technology changes in accordance with the Credit Union's Change Management Program and approved governance requirements.
• Ensures technology changes are appropriately tested, documented, approved, implemented, and reviewed.
• Coordinates change scheduling, communication, implementation, and rollback activities.
• Ensures appropriate documentation is maintained to support operational, audit, and compliance requirements.

Backup, Recovery, and Operational Resilience

• Owns operational administration of backup, recovery, restoration testing, and disaster recovery technical procedures.
• Ensures backup jobs, recovery processes, retention requirements, and restoration testing activities are performed and documented.
• Maintains recovery documentation and technical recovery procedures while supporting disaster recovery and business continuity testing activities in coordination with Information Security & Technology Governance.

Vulnerability Remediation & Operational Security

• Owns and directs operational remediation of identified vulnerabilities across infrastructure, endpoints, systems, applications, cloud services, and network environments.
• Directs and executes technical response, containment, eradication, recovery, and restoration activities associated with technology and cybersecurity incidents.
• Ensures vulnerabilities, patching activities, configuration issues, and security findings are remediated within established timeframes.
• Ensures operational security controls are implemented and maintained in accordance with approved standards and governance requirements.
• Provides remediation evidence and technical support for audits, examinations, penetration tests, vulnerability assessments, and monitoring activities.
• Monitors recurring vulnerabilities, unsupported systems, remediation aging, and operational security risks.

Monitoring, Logging, and Operational Support

• Oversees administration of operational monitoring, alerting, logging, and system management platforms.
• Monitors technology capacity, resource utilization, system performance trends, and infrastructure growth requirements to ensure technology platforms remain capable of supporting business needs.
• Develops operational capacity forecasts, staffing utilization reviews, infrastructure growth plans, and technology service delivery strategies to support future organizational growth.
• Ensures technology alerts, system issues, outages, and operational events are reviewed, escalated, documented, and resolved appropriately.
• Maintains operational reporting and visibility into infrastructure health, system performance, capacity utilization, and service availability.

Vendor Coordination, Budgeting, and Operational Planning

• Serves as the primary operational liaison for technology vendors, service providers, consultants, and implementation partners.
• Evaluates technology solutions, infrastructure enhancements, hardware, software, and operational tools to support business and operational requirements.
• Assists in development and management of departmental budgets, technology refresh planning, contract renewals, and operational expenditures.
• Leads operational technology projects, implementations, upgrades, migrations, and infrastructure initiatives while coordinating with Information Security & Technology Governance on governance, risk, and compliance requirements.
• Maintains technology inventories, network diagrams, support docum