ROLE SUMMARY The Information Technology Operations Manager is responsible for the leadership and day-to-day management of the Bank's technology operations, infrastructure, engineering, and end-user support functions. Reporting to the Director of Information Technology, this role ensures reliability, security, scalability, and performance of the Bank's technology environment while delivering exceptional service to employees across all locations.
The IT Operations Manager oversees support services, network and systems infrastructure, cloud platforms, technology engineering initiatives, and operational processes that support the Bank's mission and business objectives. This leader partners closely with business stakeholders, vendors, and technology teams to drive operational excellence and resiliency, and implement technology solutions that enable growth, regulatory compliance, and an outstanding employee experience. As a key member of the IT team, the Operations Manager fosters a culture of continuous improvement, service excellence, accountability, and innovation while ensuring that technology services remain secure, efficient, and aligned with the strategic goals of City First Bank.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES - Oversee the daily operation and administration, maintenance, and security of systems, servers, endpoints, network infrastructure, telecommunications systems, and related technologies.
- Develop and sustain a high-performing, collaborative IT culture that promotes accountability, continuous learning, innovation, and service excellence.
- Lead and deliver complex technology projects and initiatives from planning through implementation and ongoing support.
- Develop, analyze, and present technology operational metrics, key performance indicators (KPIs), and risk indicators to senior leadership and executive stakeholders.
- Manage and oversee the user lifecycle management process, including employee onboarding, transfers, role changes, and offboarding, ensuring timely and accurate provisioning and deprovisioning of system access, hardware, software, and related technology resources.
- Ensure all critical data is securely backed up and recoverable by maintaining effective backup, recovery, disaster recovery, and business continuity capabilities.
- Maintain oversight of patch management, system updates, and vulnerability remediation programs.
- Ensure hardware, software, and technology remain operational, properly maintained, inventoried, and aligned with organizational needs.
- Support regulators, auditors, and examiners by coordinating responses to audit findings, recommendations, and examination requests.
- Manage relationships with third-party technology vendors, service providers, and consultants, including service reviews, and performance management.
- Oversee user support operations, ensuring prompt resolution of technology incidents and service requests meeting define SLAs.
- Stay informed regarding emerging cybersecurity threats, technology trends, and regulatory developments affecting financial institutions.
- Perform other duties and special projects as assigned.
Requirements
EDUCATION & EXPERIENCE Required Education/Experience:- Bachelor's degree from an accredited four-year college or university in Computer Science, Information Technology, Information Systems, or a related field; equivalent combination of education and experience may be considered.
- Minimum of 8 years of progressively responsible information technology experience.
- Experience managing enterprise technology infrastructure, cybersecurity programs, vendor relationships, and regulatory compliance activities.
- Experience supporting technology operations within the banking or financial services industries.
- Experience developing and managing budgets, technology projects, and operational initiatives.
- Demonstrated leadership and people management experience.
Preferred Education/Experience:- Community banking or financial institution technology leadership experience.
- Experience with FFIEC standards, GLBA requirements, OCC examinations, business continuity planning, and cybersecurity risk management.
- Experience supporting cloud-based platforms, Microsoft technologies, and multi-site environments.
CERTIFICATIONS Preferred Certifications:- Microsoft Certification(s)
- Certified Information Systems Security Professional (CISSP)
- Certified Information Security Manager (CISM)
- Certified Information Systems Auditor (CISA)
- Other relevant industry-recognized technology or cybersecurity certifications
KNOWLEDGE, SKILLS, AND ABILITIES Required Knowledge & Skills:- Strong knowledge of network infrastructure, server administration, telecommunications systems, and enterprise technology environments.
- Knowledge of cybersecurity principles, risk management practices, and information security frameworks.
- Familiarity with banking technology environments and applicable regulatory requirements.
- Demonstrated ability to develop and sustain a high-performing, collaborative IT culture that promotes accountability, continuous learning, innovation, and service excellence.
- Ability to interpret technical documentation, professional publications, regulations, and industry guidance.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong project management and organizational skills.
- Exceptional verbal, written, presentation, and interpersonal communication skills.
- Ability to effectively manage multiple priorities and deadlines.
- Customer service-oriented mindset with a commitment to supporting business users.
Preferred Knowledge & Skills:- Knowledge of FFIEC guidance, GLBA, cybersecurity regulations, and banking compliance standards.
- Experience overseeing third-party technology service providers and managed service organizations.
- Familiarity with website administration and digital platform management.
Salary Description
$135,000 - $145,000, annually
