Manager of Technology Operations

Job Description

Job Description

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “ Always improve the financial well-being of our members and make a positive difference in our community .” One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. The Manager of Technology Operations is responsible for the operation, maintenance, and management of the Credit Union’s technology services that support all phases of financial operations. This includes infrastructure and cloud services, networks and remote access, identity and access management, Microsoft 365 collaboration, Intune-managed endpoints, virtualization and storage platforms, enterprise backup and recovery, observability and alerting, and approved third-party services used by business units. Manages the execution of IT service operations, including Incident, Major Incident, Problem, Change, Release, and Knowledge Management, with defined service levels and a structured on-call rotation. Performs activities related to these functions including ensuring compliance with applicable policies, audits, and regulations in coordination with Information Security; establishing standard operating procedures and configuration baselines; leading capacity planning and lifecycle management; developing staff; and communicating operational status, risks, and recommendations to leadership to maintain stability while enabling planned growth.

Essential Duties

• Demonstrates enthusiastic support of corporate mission, core values and long term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
• Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all established service goals.
• Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities and contributions of others and conveys a willingness to assist and cooperate with others for the benefit of the organization.
• Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
• Service Operations & ITSM : Own Incident, Major Incident, Problem, Change, Release, and Knowledge Management. Maintain an IT service catalog with defined SLO / SLAs. Operate a structured on‑call rotation and major‑incident bridge with clear communications and post‑incident reviews.
• Endpoint & Collaboration : Manage Windows endpoint standards via Intune, compliance policies, EDR coverage, and Microsoft 365 collaboration services. Maintain gold images, configuration baselines, and automated patching.
• Infrastructure & Cloud : Operate servers, virtualization, storage, and backups. Ensure capacity planning, monitoring, lifecycle management, and tested restores that meet RTO / RPO.
• Networks & Connectivity : Operate LAN, WAN, Wi‑Fi, Internet, and remote access with disciplined change controls.
• Identity & Access : Administer Entra ID and active directory services. Enforce conditional access, MFA, and privileged access workflows in partnership with Security.
• Observability & Reliability : Maintain monitoring and alerting. Report uptime, availability, capacity, and MTTR. Drive continuous reliability improvements.
• Security & Compliance Collaboration : Implement secure configurations and timely patching per CIS benchmarks and vulnerability findings. Provide evidence for audits and exams together with Information Security.
• Disaster Recovery & Business Continuity : Maintain DR runbooks and perform exercises. Document results and remediate gaps.
• Vendor, Budget & Asset Management : Manage vendors and support contracts for operations tooling. Provide budget inputs. Maintain CMDB / asset inventory accuracy.
• People Leadership : Hire, coach, and develop staff. Set goals, conduct reviews, and build a culture of accountability and service excellence. Maintain SOPs and internal knowledge base.
• Governance : Participate in the IT Steering Committee. Provide capacity / WIP updates, change calendars, risk acceptance inputs, and operational readiness assessments.
• Participates in after-hours systems support activities as required.
• Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Performs other related duties and works on special projects as assigned.

Environment And Physical Activity

The environment for this position is an open, non-confined office-type setting that is clean and comfortable where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors and drafts.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 50 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching. The employee will also be required to drive their vehicle between CCU branches as needed.

The incumbent for this position may operate any or all of the following : telephone, cellular telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers.

Mental Demands

The incumbent in this position must be able to : read and interpret documents or instruments, perform highly detailed work, assist or guide problem solving, resolve employee issues, perform mathematical functions, conduct meetings and presentations, prepare written communication, perform analytical reasoning, withstand stress, handle multiple, concurrent tasks and constant interruptions. Possess excellent member contact and verbal and written communication skills.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and / or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

The incumbent must be able to perform this position safely, without endangering the health or safety to himself or herself or others.