SUMMARY: The IT Manager is responsible for coordinating and overseeing Highland Bank's information technology operations in a managed services environment. This position serves as the primary internal contact for IT service delivery, user support, vendor coordination, technology-related documentation, access administration, audit support, and operational technology needs. The IT Manager works closely with the Chief Operations Officer (COO), employees, Navanta/Bankers Private Cloud, and other technology vendors to help ensure IT services are secure, reliable, responsive, and aligned with Bank objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: other duties may be assigned.

Technology Operations and Governance

• Oversees day-to-day IT operations, service delivery, user support, application support, and vendor coordination.
• Aligns IT priorities with Bank goals, operational needs, regulatory expectations, and the managed services model.
• Supports COO with IT planning, committee reporting, policy and procedure updates, risk assessments, audits, examinations, and remediation tracking.
• Monitors service levels, ticket trends, recurring issues, and vendor performance; escalates concerns as appropriate.

Managed Services and Vendor Management

• Serves as a primary liaison between Highland Bank and Navanta/Bankers Private Cloud for managed infrastructure, network, workstation, server, firewall, patching, vulnerability, backup, monitoring, and support services.
• Coordinates vendor tickets, service requests, escalations, implementation activities, documentation updates, and follow-up items.
• Maintains awareness of vendor responsibilities and Bank-retained responsibilities to ensure requests are routed appropriately and completed in accordance with approved processes.
• Reviews vendor reports, service activity, open items, and recurring issues; communicates status and concerns to COO as needed.

Infrastructure, Network, and Security Oversight

• Provides internal oversight of the Bank's technology environment, including workstations, servers, network connectivity, remote access, Microsoft 365, SharePoint, security tools, communications systems, and related services.
• Coordinates with Navanta and other vendors on infrastructure administration, patching, firewall monitoring, vulnerability remediation, backups, endpoint protection, remote access, and network performance.
• Works with the COO, supports incident response activities by coordinating internal communication, vendor engagement, documentation, escalation, and follow-up.
• Assists COO with technology risk management, information security awareness, access control review, and remediation tracking.

User Support, Access, and Service Delivery

• Oversees IT support intake, troubleshooting, employee communication, and escalation to Navanta or other vendors when appropriate.
• Coordinates user access requests, changes, approvals, terminations, VPN access, MFA issues, security group changes, and other access-related activities using approved Bank procedures.
• Provides or coordinates support for common employee technology issues, including workstations, Outlook, OneDrive, Microsoft Office, printers, VPN, MFA/Duo, phones, and application access.
• Identifies recurring support issues and recommends process, training, communication, or vendor follow-up improvements.

Applications, Banking Systems, and Operational Support

• Works with the Application Support Manager, supports Bank technology applications and business systems by coordinating access, troubleshooting, vendor support, upgrades, testing, documentation, and user communication.
• Coordinates with Application Support Manager, business units and vendors for core banking systems, ancillary applications, Microsoft 365 tools, security tools, communications systems, ATM-related vendors, and other technology solutions.
• Maintains awareness of system changes, vendor releases, and operational impacts; helps coordinate communication and testing when changes affect users or Bank processes.
• Assists Application Support Manager, business units with technology-related questions, workflow issues, access needs, reporting, training materials, and vendor coordination.

Business Continuity, Disaster Recovery, and Audit Support

• Works with the COO, coordinates technology-related business continuity and disaster recovery documentation, testing, evidence collection, and follow-up items.
• Works with the COO, Navanta and other vendors to obtain system documentation, recovery information, test results, vulnerability information, patch status, backup information, and other technology evidence.
• Supports the COO with audit and examination requests by coordinating evidence, tracking responses, documenting remediation, and ensuring timely follow-up.
• Maintains or coordinates inventories of hardware, software, applications, vendor systems, access points, and other technology assets.

Budget, Projects, and Continuous Improvement

• Assists the COO with IT budgeting, invoice review, expense tracking, renewal planning, and technology purchasing recommendations.
• Coordinates with the COO on technology projects, including scope, timelines, vendor involvement, employee communication, testing, implementation, and post-implementation follow-up.
• Supports technology roadmap activities, service improvement efforts, documentation, and cost or efficiency opportunities.
• Performs other duties as assigned.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

QUALIFICATIONS
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Strong customer service, communication (written and verbal), organization, documentation, and problem-solving skills.
2. Ability to coordinate multiple priorities, vendors, tickets, projects, audits, and internal requests in a timely and professional manner.
3. Working knowledge of banking operations, technology risk, information security, vendor management, audit support, and regulatory expectations.
4. Ability to communicate technical information clearly to employees, managers, executives, auditors, examiners, and vendors.
5. Ability to work independently while collaborating with Bank staff, Navanta, and other technology service providers.
6. Maintain a high level of knowledge and regulatory banking compliance in order to properly perform the duties of this position

EDUCATION/EXPERIENCE

Associate's degree, technical degree, or equivalent combination of education, certification, and related experience required. Experience in information technology support, infrastructure coordination, banking technology, managed services, cybersecurity, vendor management, or financial institution operations preferred.

Benefits Available:

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Dependent Life Package

Accidental Death and Dismemberment Insurance (AD&D)

Salary Continuation

Long-Term Disability

Voluntary Life Insurance for Employee, Spouse, and Child(ren)

Voluntary Accidental Death and Dismemberment Insurance (AD&D) for Employee, Spouse, and Child(ren)

Health Savings Account

Flexible Spending Accounts

401(k) with 4% employer match

21 Days of PTO, accrued per pay period

Employee Incentive Program