IT Operations Manager

Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe in the value of people over profit. If you’re looking for a place to start a rewarding career you can be proud of, then Red Canoe might be the place for you.

We’ve been a cooperative since 1937. That means any money we earn goes back to our members, not into the pockets of stockholders like a bank. For more than 80 years, we’ve held the traditions of credit unions near and dear to our hearts. We are not for profit, but for people.

Red Canoe Credit Union has 10 branches spread across Washington and Oregon. We even have members living in all 50 states. But Red Canoe is still a local credit union at its core. For us, being local means an ongoing commitment to go beyond serving our members and giving back to the communities we call home. At Red Canoe, we strive to make a difference in the lives of our neighbors. 

POSITION PURPOSE

Responsible for management of credit union pc/laptop/mobile devices and deployments, phone system support, IT helpdesk (support) functions, patching, and staff. Provides IT project management, analysis, and coordination of staff training to accomplish credit union technology goals. Responsible for development and review of IT operational staff and services as primary resource for credit union operations. Provides IT oversight and direction for IT operations.

ESSENTIAL JOB FUNCTIONS

IT Operations Manager

·        Develop employees professionally through coaching and training. Manage IT employees and processes.

·        Effective communication with the team and with management. Making department decisions to maintain atmosphere of cooperation, efficiencies, and teamwork within the department. Keep management informed.

·        Work with credit union managers to build and maintain transparency in support tickets. Work to build and strengthen ticketing system. Maintain continual reporting and updates with managers on ticketing system.

·        Perform, maintain, and observe assumed duties including performance management, coaching, training, cross-training, staff relations, quality, scheduling, staffing, inventory. Support and backup for IT employees.

·        Provide IT Operations leadership, direction, and support for all operations related to administration, implementations, development and automation. Manage workload and set team priorities. Effectively delegate tasks to team.

·        Responsible for identifying risks, managing, and escalating risks.

·        Provide IT direction in technology planning, budgeting, assessment, implementation, and integration. Responsible for achieving goals consistent with credit union mission values and initiatives.

·        Responsible for IT Operations project management, including discovery, due-diligence, planning, leadership, direction, communication, implementation, training, support, documentation, and troubleshooting of support projects. Communicate and work with team to meet project deadlines.

·        Responsible for development of policies and procedures, including security policies related to IT Operations.

·        Active engagement in credit union related technology audits to ensure compliance and resolution with notated issues.

·        Responsible for working with team to make sure operations are maintained in timely manner.

·        Collaborate with credit union leaders and work with cross functional teams to understand business objectives and provide guidance as needed.

IT Helpdesk Management

·        Provides help desk support for operational calls/tickets as needed. Provide backup to helpdesk team, including coaching and training of helpdesk team.

·        Perform helpdesk system administration and maintenance.

·        Performs additional duties as assigned by management.

·        Responsible for support to IT Operations, including performing installation, maintenance, scheduling, and troubleshooting for all Red Canoe Credit Union hardware and software systems.

·        Ensure help desk resolution for all escalated tickets and follow-up as needed.

·        Manage helpdesk system. Work with staff and managers to build and maintain effective SLA’s. Track and analyze helpdesk trends.

·        Ensure timely, accurate, and efficient operations and scheduling of tickets, daily jobs, and reports.

·        Manage IT assets and hardware checkout.

·        On-call technical support. Responsible for or assists with after-hours system failures and emergencies.

OTHER CRITICAL JOB & MANAGEMENT DUTIES

IT Management

·        Evaluate credit union needs, objectives, and goals. Research and evaluate products available. Make or direct purchasing decisions based on needs analysis.

·        Research and implement efficiencies for IT. Work with staff and managers to create efficiencies for other depts.

·        Responsible for system integrity and security.

·        Accountable for the quality of work within the department.

·        Evaluate departmental needs and responsibilities to ensure adequately trained staff. Effectively communicate to staff policies and procedures. Directs or oversees the effective ongoing training of department staff. Direct or assist with any IT personnel training.

·        Conduct or assist with development and training for upgrades or changes. Responsible for procedure documentation. Work with staff to create documentation for staff regarding software updates or changes.

·        Responsible for disaster recovery planning and testing with IT Managers. Assist in direction and development of future DR considerations as per credit union goals. Responsible for DR processes and documentation, including working with staff to complete these processes.

·        Work with IT Managers to assist in preparing IT annual operating budget. Control and monitor all planned and unplanned costs.

·        Maintain related system hardware and upgrades as needed.

·        Responsible for analyzing, developing, implementing, and supporting new or existing software and utilities to improve CU efficiencies.

BASIC REQUIREMENTS

·        Work with others tactfully and professionally; and use of tact and diplomacy when working with confidential information.

·        Proficiency with current Microsoft operating system and software.

·        Demonstrated ability to consistently schedule and meet deadline commitments.

·        Comprehension of system concepts, programming scripts and the ability to recommend or create integrated system solutions to problems.

·        Strong desire and ability to maintain ongoing education and knowledge to meet ever-changing job duties.

·        High degree of organization in personal workload and the ability to work unsupervised in the accomplishment of routine tasks and project deadlines.

·        Proficient verbal and written communication abilities, including ability to teach and explain ideas and concepts to co-workers, clients with varying levels of technical knowledge.

·        Ability to plan, coordinate and set priorities with changing business needs.

·        High degree of accuracy

·        Willing to work irregular hours including weekends and nights. Ability to handle stressful work situations. Keeps consistent office hours. May work additional hours, including Saturdays, holidays, etc as may be required or needed.

·        Must be bondable

MINIMUM QUALIFICATIONS

·        BS/BA in Computer Science; or demonstrated comparable professional experience, preferred.

·        Management Experience – previous leadership experience required. Comparable professional experience may be considered.

·        Extensive experience with all areas of helpdesk, including support, setup, and administration. Extensive experience with personal computers and software applications, including Microsoft suite.

·        Financial Services Experience – Five (5) year-plus credit union core processing or administration experience; other equivalent banking/core experience may be considered.

·        Project/Implementation Management Experience – Three (3) year-plus project experience with a Credit Union/banking environment; other experience may be considered.

·        Technical Experience – At least five (5) year-plus professional experience in similar environment, PC, network or help desk technical support; other equivalent work experience may be considered. In depth knowledge of all aspects of Information Technology.

·        Keyboard proficiency;

·        Ability to hear by telephone and in person

·        Ability to read English by sight; and both speak and write English

JOB RELATIONSHIPS

·        This position reports directly to the VP of IT. Supervises department employees. Has day-to-day, or periodic, contact with employees, management team members, members, vendors, suppliers, etc.

Red Canoe Credit Union provides the following benefits to all employees.

·        Medical, Dental & Vision Insurance

·        Employee Assistance Program

·        Life Insurance

·        401K with employer match

·        Wellness Program

·        Flexible Spending Account

·        PTO leave

·        Paid Jury Duty Leave

·        Paid volunteer time

A few more perks

·        Annual logo wear allowance

·        Gym Reimbursement

·        Tuition Reimbursement for full time employees

·        Employee loan discount

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