IT Support

• Consult with senior-level stakeholders across the company to continuously improve the company’s use of technology by identifying new possibilities and optimizing how technology is used.
• Set mission, vision, and strategy of the I&O organization to maximize the success of business and IT enterprise initiatives.
• Introduce innovative, differentiating infrastructure and operations capabilities that enhance the company’s overall competitive capabilities and enhance employee productivity.
• Create, align and oversee I&O roadmap by linking targeted business outcomes with the future-state business capabilities required to achieve them.
• Analyze business requirements of all departments to determine their technological needs that form the basis for the strategy and roadmap for the function.
• Define, develop, and manage a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets.
• Deliver a comprehensive IT asset management program.
• Ensure reliable delivery and operation of IT services by monitoring systems performance.
• Operate a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&O teams.
• Continuously evaluate the business value of I&O, including the use of metrics such as Key Performance Indicators, Outcome Driven Metrics and Objectives, and Key Results.
• Develop maturity of I&O to improve efficiency, deliver new innovations and increase collaboration with other IT and business areas (e.g., through Agile, DevOps, platform, and product approaches).
• Drive adoption of (and commitment towards) service improvements through a programmatic approach to continuous improvement which also measures impact and shares results.
• Collaborate with Information Security and Cybersecurity leadership to ensure I&O contributes to, embraces, and applies security strategy to ensure security of all systems and data.
• Improve IT resilience by executing strategies that improve reliability, tolerability, and disaster recovery readiness
• Work with HR and the IT leadership team to develop and execute workforce plans that ensure I&O can supply skilled resources to meet demand.
• Develop and control annual I&O budget to ensure that it's consistent with the overall strategic objectives of IT and the enterprise and is within plan.
• Create a culture of continuous improvement.
• Perform other duties as assigned.

Director, IT Infrastructure and Operations

Regional Credit Specialist

Helpdesk Technician