Information Technology Operations Manager

Community Financial System, Inc.•Syracuse, NY

About The Position

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration. Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day. To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities. The IT Operations Manager is responsible for the leadership, management, and operational performance of the Bank’s IT infrastructure and support services. This role ensures the stability, security, and scalability of all technology platforms, while driving continuous improvement, operational efficiency, and a high level of end-user satisfaction. The position oversees infrastructure, network operations, end-user support, and enterprise systems, ensuring alignment with business objectives, regulatory requirements, and information security standards.

Requirements

Bachelor’s degree in management information systems (MIS), Computer Science, Business, or a related field, or equivalent combination of education and experience. Ongoing professional development in infrastructure, cloud technologies, and cybersecurity preferred.
Minimum of eight (8) years of progressive IT experience, including leadership or supervisory responsibilities within infrastructure, operations, or support functions.
Strong leadership, team development, and organizational management skills
Excellent communication and stakeholder engagement abilities
Proven ability to manage multiple priorities in a fast-paced environment
Strong customer service orientation with a focus on user experience
Deep technical knowledge of enterprise infrastructure, networking, and telecommunications
Strong analytical, problem-solving, and decision-making capabilities
Ability to work both strategically and hands on when required

Nice To Haves

Ongoing professional development in infrastructure, cloud technologies, and cybersecurity preferred.

Responsibilities

Ensure timely resolution of IT incidents and service requests, promoting a responsive, customer-focused support model
Maintain and improve system uptime, performance, and operational resilience across all platforms
Lead infrastructure initiatives including upgrades, migrations, and modernization efforts (e.g., cloud, data center, VDI)
Partner with auditors, regulators, and external consultants during audits and examinations
Work closely with Information Security to implement and enforce policies, controls, and best practices
Provide technical leadership across core platforms including Microsoft 365/Exchange, Citrix/VDI, Active Directory, and Nutanix environments
Serve as an escalation point for complex technical issues across network, server, and application domains
Establish and track key performance indicators (KPIs), SLAs, and operational metrics
Ensure proper change management, incident management, and problem management processes are followed
Lead, mentor, and develop IT staff, fostering a culture of accountability, collaboration, and continuous improvement
Support remote locations and branch operations as needed (approximately 10% travel required).