Michigan First

  • IT Operations Manager

    Location : Location US-MI-Lathrup Village
    Job ID
    2018-1103
    Category
    Technology Solutions
  • Responsibilities

    JOB SUMMARY:

     

    The IT Operations Manager leads the IT Operations Team \ Support Center in planning, deploying, monitoring, and maintaining the enterprise desktop environment and daily operations tasks.  With a major focus on the end user experience this position will demonstrate and teach technical individuals how to delivery great service with great customer service.  The IT Operations Manager will act as a manager and mentor to their employees.  This is considered to be a working manager role for someone who is able to teach through demonstration.

     

    The IT Operations Manager is responsible for managing the Support Center which includes Technical Support Specialists and Systems Administrators.  The Support Center is the first line of technical support for the organization.  They take all calls, perform triage, and solve issues or route them to the appropriate resource for resolution.  The Support Center monitors all systems and takes appropriate action when alert conditions are identified. As part of the operations role the Support Center is responsible for scheduling and execution of all operational processes such as file uploads, downloads, automated reports, etc.  In addition the Support Center is responsible for creating, modifying, and disabling all network and system accounts as needed as well as all User Access Administration.

     

    The Support Center also handles all Operational tasks including daily backups, managing the enterprise antivirus solution, ensuring the creation and maintenance of monitoring systems to provide advance notice of issues or potential issues.  During times of service disruption the Support Center will be the hub of tracking and disseminating information to the executive team.

    The IT Operations Manager acts to ensure integrity of organizational-wide data, propriety information and related intellectual property through information security and access management (Physical and logical).  Any security issues discovered by the Support Center are reviewed by the IT Operations Manager for further action and if necessary are forwarded to the Director of IT Service Delivery.

     

     

    KEY JOB RESPONSIBILITIES:

    • Ensures systems availability and performance are meeting business needs through constant monitoring of all systems.
    • Drives the continual improvement of the end user experience and monitoring capabilities by staying abreast of new technologies and processes that can benefit our member experience.
    • Provides detailed status reports and provide metrics to measure performance for both systems and team.
    • Manages numerous projects including new branch deployments, major software roll outs, and technology refresh.
    • Ensures the Code of Conduct, Core Values, Isms and other aspects of the culture are upheld and encouraged by all team members within the team. Be an advocate of the Michigan First culture, supporting diversity, philosophy and other Credit Union initiatives. Fosters a positive image of Michigan First via professional representation in all contacts and complies with all of Michigan First’s mission and vision goals. Reflects each of the Credit Union’s “Isms” in daily job performance.
    • Directly supervises team members in the IT Operations team.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities may include interviewing and making hiring recommendations; training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
    • Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs.  Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members.  Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives.  Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.

    Qualifications

    QUALIFICATIONS/REQUIREMENTS:

    • Bachelor’s degree in finance, business, computer science or management information systems.  Specific Leadership, Management or Project Management certifications are a plus. 
    • 8+ years of leadership experience leading a technical team ensuring that the Technical Support function of the Credit Union performs according to member and market demands for service and security.
    • 8+ years of significant project management experience, including infrastructure consolidations and major product and release upgrades.
    • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • A proven track record of achieving extraordinary results in challenging environments.
    • Experience with managing service levels to achieve extraordinary performance.
    • A respected reputation for partnership and collaboration with Technology service partners and the internal lines of business.
    • Absolute commitment to ensuring the Operations Team meets all audit and regulatory internal controls requirements.
    • Demonstrated competence in leading a team and building teamwork to achieve exceptional results.
      Financial Institution experience is preferred
    • Fully knowledgeable in credit union terminology and acronyms commonly utilized in the day to day communication of staff, policymakers and others involved in the credit union system.


    KNOWLEDGE, SKILLS & ABILITIES:

    • Thorough knowledge of the Windows Desktop Operating System and troubleshooting techniques.
    • Must be familiar with ITIL Foundation.  Knowledge of an ITIL based tool set such as ServiceNow would be a plus.
    • Knowledge of monitoring Frameworks or applications is essential for success.
    • Experience with Enterprise Job Scheduling software a plus.
    • Ability to respond to common inquiries or complaints from management or members, regulatory agencies, or members of the business community. 
    • Ability to prioritize support issues based on business\member impact. 
    • Ability to write policy statements, procedural and operating manuals, and speak effectively before groups of team leaders or team members of the credit union.
    • Knowledge of all credit union departmental procedures and ability to adjust computer parameters to conform to policy changes. 
    • Ability and willingness to work alone, and irregular hours and days.


    CORE COMPETENCIES:

    • Challenges the status quo and champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes and improvements; manages implementation effectively; demonstrates the emotional strength to manage the anxiety of change; learns from mistakes and successes; uses the inputs and ideas of others as stimuli for change.  Focuses on the “possibilities" rather than the "obstacles" to success.
    • Seeks advice from anyone in the company; openly operates across lines of business to accomplish organization objectives, especially going to any level that is appropriate to solve or address issues; is cross-functional, and values team success greater than individual success.  Creates an open atmosphere; is non-controlling, trustworthy, empathetic;, and encourages, supports and accepts the boundary less behavior of their staff; assumes that others are well-intentioned; views the company as an entire team rather than as individual lines of business and cares more about the organization’s success than individual success.
    • Believes in the power and synergistic value of teams; equates personal success with team success; focuses on team accomplishment and recognition rather than personal recognition.  Remains optimistic and enthusiastic toward work and others, despite obstacles and setbacks.
    • Is committed to total client satisfaction; thinks things through from the client’s perspective; regularly seeks client feedback and adjusts actions to provide continuous improvement and value to the client; is immediately responsive to client concerns; is a trusted advisor to clients and earns client loyalty by providing products/services to meet the client’s needs
    • Believes in doing things right the first time; has strong commitment to completeness and accuracy of work; has high work standards and holds self-accountable for meeting the performance expectations of customers and clients, and performing at the highest level; is committed to continuous performance improvement

     

    Who We Are

    Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 140,000+ members at our branches throughout Michigan, and we’re growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.

     

    Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture centered around service, professionalism, and growth. The perks are pretty cool, too – we’re consistently named as a 101 Best & Brightest Place to Work (nationally!) as well as several other local workplace awards, mainly because of our competitive pay, excellent benefits package, and supportive policies.

     

    Michigan First highlights:

    • 400+ team members
    • 26 branches by 2019 spanning the Lansing area, Grand Rapids and Metro Detroit.
    • Industry leader in community support and charitable giving through the Michigan First Foundation
    • Member Services Call Center operates 24/7/365
    • Current assets of more than $920 million

                             

    Awards

    Michigan First Credit Union has been the proud recipient of:

    • 2018 Detroit Free Press Top Workplaces
    • 2018 Best & Brightest in Metro Detroit
    • 2018 Best & Brightest in West Michigan
    • 2018 Best & Brightest in the Nation
    • 2018 Crain’s Coolest Places to Work in Michigan #10 spot out of 100
    • 2018 Channel 4 - Vote for the Best - 1st Place
    • 2018 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level 

     

    Benefits:
    Perks of joining our award-winning team include:

    • Competitive pay
    • A low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
    • 401(k) - 100% match up to 5% deferral
    • Tuition reimbursement for both Undergraduate and Master’s programs
    • Access to a complimentary concierge service that assists with nearly any item on your to-do list
    • Free, state-of-the-art fitness center at our Evergreen headquarters with exercise equipment, showers and locker rooms
    • Wellness initiatives and events throughout the year to help employees stay healthy
    • Loan discounts for certain secured and unsecured loans and mortgages
    • Opportunities for increases, incentives and profit-sharing, based on performance 

     

     

     

    Michigan First Credit Union is an Equal Opportunity Employer.

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