IT Manager

Highland Bank • Maple Grove, MN

3d • $91,600 - $138,000

About The Position

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.

Requirements

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

Nice To Haves

• Experience in information technology support, infrastructure coordination, banking technology, managed services, cybersecurity, vendor management, or financial institution operations preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree