Director Infrastructure & Operations (Desktop)

Overview

The IT Infrastructure & Operations Director is responsible for leading the Bank's desktop technical operations, infrastructure, and associated teams. This role ensures the performance, reliability, security, and cost-effectiveness of enterprise infrastructure, including software, hardware and related tools. The position provides strategic leadership, operational oversight, and technical expertise while managing and developing a high-performing IT organization supporting critical business and regulatory needs.

This role manages an organization of approximately 20 associates, with 3-4 direct reports, and partners closely with business stakeholders, vendors, and senior leadership.

Responsibilities

Infrastructure & Operations Leadership

• Provide oversight for enterprise infrastructure and technical operations, including desktop hardware, software, and end-user support services.
• Lead associate teams responsible for daily technical operations and long-term infrastructure stability.
• Establish performance monitoring, reporting, and service metrics to ensure reliability, capable responsiveness and cost-effectiveness.
• Guide teams through the resolution of complex technical incidents and escalations.
• Ensure infrastructure solutions are scalable, resilient, and aligned with overall operational needs.

Strategy & Business Alignment

• Align infrastructure strategy and operational initiatives with evolving business objectives and regulatory requirements.
• Partner with internal business leaders to understand needs and translate them into effective technical solutions.
• Develop and maintain strong relationships with vendors, service providers, and external partners.
• Lead and execute infrastructure-related initiatives, continuous improvement efforts, and modernization programs.

Management & Leadership

• Set clear expectations and accountability to achieve departmental and organizational goals.
• Manage budget planning, forecasting, and resource allocation for infrastructure and operations.
• Develop, update, and enforce IT policies, standards, processes, and controls to improve efficiency and compliance.
• Recruit, coach, develop, and evaluate management and technical staff.
• Foster a supportive, inclusive, and performance-driven team environment focused on professional growth.

Technical Expertise & Governance

• Serve as a technical and strategic advisor to senior management on infrastructure and operations matters.
• Maintain strong knowledge of infrastructure technologies, including Windows-based environments and key end-user computing platforms/services.
• Oversee identity and access management, security controls, vulnerability management, and system hardening as required.
• Ensure compliance with financial services regulatory requirements, security standards, and internal controls.
• Monitor industry trends, emerging technologies, and vendor offerings to inform roadmap and investment decisions.

Qualifications

Bachelor's Degree and 8 years of experience in Technology Delivery, Project, Program, or Portfolio Management OR High School Diploma or GED and 12 years of experience in Technology Delivery, Project, Program, or Portfolio Management

Preferred Skills & Experience

• Strong people manager with experience leading managers and technical teams
• Deep understanding of enterprise infrastructure in regulated environments
• Experience supporting end-user teams and production operations
• Windows-based infrastructure experience (engineering, design, implementation)
• Knowledge of networking, infrastructure hardware, and enterprise software platforms
• Experience with access management, security controls, and vulnerability management
• Financial services or similarly regulated industry experience preferred
• Strong communication, leadership, and stakeholder management skills
• Experience with DEX or similar tools 1

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at

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