Infrastructure and Service Manager

Bank of Bird-in-Hand•Paradise, NV

21d

About The Position

Bank of Bird-in-Hand is seeking an Infrastructure and Service Manager to lead its infrastructure, network, Microsoft 365, and service desk functions and establish disciplined IT Service Management practices across Technology Operations. The role is accountable for the effective operation of the technology environment and for the quality, supportability, and ongoing improvement of the business services it enables. The position is based in Paradise. The manager will lead and develop the infrastructure, network, Microsoft 365, and Service Desk teams; oversee the IT service delivery lifecycle; and ensure the reliability, availability, resilience, and operational readiness of technology services. The role partners with architecture, security, application, and business teams so that new solutions can be effectively supported in production. Other duties may be assigned as required.

Requirements

Degree in Information Technology, Computer Science, or a related field.
At least 7 years of progressive IT leadership experience, including key roles in strategic initiatives, operational priorities, and governance.
Experience implementing, managing, or maturing IT Service Management practices, preferably in an ITIL-aligned environment.
Proven ability to work in dynamic environments and adjust to shifting goals and opportunities.
A proactive, customer-oriented, curious, and solution-oriented approach, balancing demands on budget and resources.

Nice To Haves

An advanced degree is preferred.
Experience in the financial and/or banking sector is strongly desired.
Familiarity with core systems such as Jack Henry is strongly desired.

Responsibilities

Establish and mature IT Service Management practices, including incident, request, change, knowledge, configuration, asset, and service-level management.
Own the IT service delivery lifecycle, ensuring technology services are designed, transitioned, operated, measured, and continuously improved.
Lead and develop the infrastructure, network, Microsoft 365, and Service Desk teams, including performance management, coaching, skills development, succession planning, and workload management.
Maintain the reliability and availability of critical technology services, including networks, servers, virtualization, storage, cloud services, Microsoft 365, endpoint infrastructure, telecommunications, and related platforms.
Lead major incident management, including escalation, communication, technical coordination, root-cause analysis, and corrective actions.
Establish problem management practices to identify recurring incidents, eliminate underlying causes, and reduce technical debt.
Develop and maintain technology standards, operating procedures, runbooks, and support documentation for infrastructure and operational services.
Create and maintain a service catalog defining IT services, service ownership, support expectations, request processes, and escalation paths.
Manage technology lifecycle and capacity planning, including infrastructure refreshes, software and platform lifecycle, technical debt, licensing, capacity, scalability, and end-of-support risks.
Oversee infrastructure monitoring and operational observability to proactively identify performance, availability, capacity, and service-impacting issues.
Own infrastructure resilience and recovery capabilities, including backup, disaster recovery, technology recovery procedures, testing, recovery objectives, and remediation of identified gaps.
Manage Microsoft 365 operational governance, including Exchange Online, Teams, SharePoint, OneDrive, identity integration, licensing, administration, and adoption of new capabilities.
Partner with architecture, security, application, and business teams on technology projects to ensure solutions can be effectively supported after transition into production.
Establish production-readiness and operational-acceptance standards so new systems enter production with appropriate monitoring, documentation, support procedures, ownership, security controls, and recovery capabilities.
Maintain an inventory of infrastructure assets, services, dependencies, owners, and lifecycle status, with appropriate integration into configuration and asset-management processes.
Perform other duties as required.