Information Systems Support Manager

Mid American Credit Union•Wichita, KS

49d

About The Position

The Information Systems Support Manager is responsible for implementing, and overseeing upgrades to MidAmerican Credit Union's network infrastructure and operating systems. This role includes evaluating existing systems, recommending new hardware and software, installing updates, managing configurations, testing functionality, and ensuring smooth transitions to new environments while minimizing downtime. The manager will leverage automation tools and cloud expertise for efficient deployments across both on-premises and cloud environments. Additionally, this position involves managing the helpdesk support staff and ensuring that Key Performance Indicator (KPI) standards are met.

Requirements

Bachelor's degree in computer science, MIS, or completion of a specialized course of study at a business or trade school.
5+ years' relevant experience, including experience in managing technology projects and collaborating with non-technical business departments on IT initiatives.
Network Engineering Expertise: Strong understanding of network protocols (TCP/IP, routing, switching), network design, and network security principles.
System Administration Skills: Proficiency in operating systems (Windows, Linux), system configuration management, and patching processes.
Automation Skills: Knowledge of automation tools or scripts (e.g., PowerShell, Python, Ansible) to streamline upgrade and deployment processes.
Cloud Infrastructure: Experience with cloud services (AWS, Azure, Google Cloud) and hybrid cloud environments, especially in relation to network and system upgrades.
Troubleshooting Abilities: Advanced troubleshooting skills to identify and resolve network and system issues during upgrades.
Project Management Skills: Ability to plan, execute, and monitor complex upgrade projects within budget and timelines.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position.
In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or high confidential nature is a normal part of the day-to-day experience.
Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Must be able to work extended hours and/or travel off site when requested by management.
24x7 on call is required with on-site Saturday rotation duties.
Must be able to perform job functions independently or with limited supervision and work effectively on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Strong verbal and written communication skills.
Strong organizational skills
Ability to demonstrate a high degree of integrity, trust-worthiness, and maintain confidentiality of information and job-related data.
Ability to prioritize multiple tasks and adjust to changing priorities, as well as, meet hard deadlines.

Responsibilities

Hire, coach and lead direct reports to maximize productivity and efficiency in the delivery of IS Network and Support services to internal and external members while protecting IS assets and member information.
Establish performance expectations and monitor staff performance, including KPI standards, assuring compliance with regulatory requirements, organizational and departmental goals.
Manage and assist the Helpdesk support team.
Participate in other IT projects as assigned, adhering to deadlines and collaborating with team members.
Provides after-hours' on-call support and Saturday support on a rotation basis as assigned.
Periodically work evenings/weekends while implementing new system, performing an upgrade or installing a fix to minimize impact to the daily production system.
Assist with internal and external audits and examination processes, including resolving any findings and implementing best practices.
Assist management and the IT Security Teams in maintenance of comprehensive Disaster Recovery, Business Continuity, and Incident Response plans.
Participate in regular disaster recovery, business continuity and incident response testing including maintaining detailed documentation of plans and scheduled and completed activities.
Ensure that all internal audits are completed according to the established schedule.
Serve as a liaison with vendors regarding system issues, updates, and improvements.
Evaluate existing network and system performance, identify areas for improvement, and define upgrade requirements based on business needs.
Investigate problems in systems and processes.
Implement agreed upon remediation and preventative measures assigned.
Collaborate with vendors, peers and system users as appropriate to ensure remediation efforts are successful.
Research and recommend appropriate network hardware (routers, switches, firewalls) and software updates considering compatibility, performance, end-of-life, and security aspects.
Install new hardware and software, configure network settings, and implement updates according to established standards and best practices.
Participate in infrastructure project development and planning including development of detailed upgrade plans including timelines, resource allocation, change management procedures, rollback strategies, and risk mitigation measures.
Conduct thorough testing of assigned upgrades to ensure functionality, performance and compatibility across different platforms and applications.
Perform maintenance and upgrades, validate results ensuring systems are compliant.
Upgrade planning and execution activities must consider minimization of service level impact and security risks.
Utilize automation tools (e.g., PowerShell, Python, Ansible) to streamline deployment processes and reduce manual intervention.
Collaborate with the IT Security team to ensure security measures during upgrades to protect data and prevent vulnerabilities.
Coordinate data migrations to the new system(s), including backup procedures and data integrity checks.
Collaborate with other IT staff and department owners to ensure accuracy of data migrations.
Document, communicate, and manage changes ensuring Change Management processes are followed.
Maintain detailed documentation of network changes, configurations, and upgrade processes, including post-implementation reports on performance improvements.
Maintain and update technical documents and procedures, ensuring the impact of all upgrades are incorporated.
Show commitment to learning and growth.
Consistently demonstrate a positive attitude and strong people skills during interactions with co-workers and members.
Be able to work individually as well as with a team.
Embrace change and be able to think of new ideas to assist our members.
Demonstrate financial responsibility and professionalism.