IT Solutions Manager

Job Title: IT Solutions Manager

Department: All Departments

Department Location: Littleton, MA

Reports to: Sr. IT Manager

Career Stream: Individual Contributor

Classification: Hybrid

Compensation: The base pay of the budgeted range is $110,000. Actual compensation offered may vary from the posted hiring range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

FUNCTION: The IT Solutions Manager is responsible for overseeing the IT support team and ensuring the delivery of high-quality IT support services. Working alongside the Sr. IT Manager, this role involves leading and mentoring the support team, managing complex IT issues, and coordinating with other departments to meet business needs. You'll be providing day to day operational support, while contributing to and supporting the department's overall strategic vision.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Accountability: Management & Oversight of

• Team Leadership and Help Desk Coordination: Provide hands-on guidance and support to the IT team, fostering a collaborative work environment, oversee ticket queue management, SLA adherence, prioritizing incoming requests, working tickets and delegating tasks to help desk staff.
• Compliance and Audit: Ensure all IT practices comply with relevant laws, regulations, and internal policies, preparing for and managing audits as necessary.
• Project and Vendor Management: Lead IT projects from inception to completion, ensuring timely delivery and budget adherence, while managing relationships with external vendors and negotiating contracts.
• User Access and Data Security: Ensure secure provisioning and deprovisioning of user accounts, maintaining compliance with security policies and regulatory requirements, and implementing robust data security protocols.
• System Performance and Incident Response: Oversee system performance and reliability, implementing proactive measures to prevent downtime, and develop incident response plans to address IT emergencies and security incidents.

Accountability: Best Practices, Process Improvement, and Automation

• Implementation of Best Practices: Ensure adherence to industry standards in IT management, security, and operations, leveraging frameworks like ITIL, CIS, GLBA.
• Process Improvement and Automation: Identify and enhance current IT processes, utilizing automation tools such as Ninja RMM, Microsoft Intune, PowerShell, Power Automate, Jira, and Ansible to streamline tasks, drive innovation, improve accuracy, and reduce costs.
• Performance Metrics and Documentation: Develop and monitor key performance indicators (KPIs) in Jira and Jira Service Manager, to measure effectiveness, ensuring comprehensive documentation and training for staff on best practices and new technologies.

Accountability: Documentation & Asset Management

• Documentation Management: Ensure the creation, maintenance, and secure storage of all IT-related documentation, including policies, procedures, and system configurations. Implement version control and access management to maintain document integrity and security, utilizing Confluence and SharePoint.
• Asset Inventory and Optimization: Utilize tools like Device 42, Ninja RMM, Microsoft Intune, to maintain an accurate inventory of all IT assets, including hardware, software, and licenses. Monitor and analyze asset usage to optimize resource allocation, reduce costs, and implement efficient asset utilization and disposal strategies.
• Compliance and Reporting: Ensure all documentation and asset management practices comply with relevant laws, regulations, and internal policies. Prepare and present reports on asset status, utilization, and compliance.
• Vendor and Warranty Management: Manage vendor relationships related to IT assets, ensuring warranty and support agreements are upheld. Coordinate with vendors for asset procurement, maintenance, and disposal.
• Training and Support: Provide training and support to staff on documentation management systems and asset tracking tools, ensuring knowledge of best practices and procedures.

Accountability: Cross-Departmental Stewardship

• Interdepartmental Collaboration and Communication: Foster strong relationships and serve as the primary liaison between the IT department and stakeholders from other business units, ensuring clear communication, coordination, and alignment with organizational goals.
• Resource Allocation and Process Integration: Collaborate with department heads to allocate IT resources effectively and integrate IT processes with business workflows, enhancing efficiency and productivity across the organization.
• Training and Support: Provide training and support to other departments on IT systems and tools, ensuring staff are equipped to utilize technology effectively.
• Feedback and Continuous Improvement: Gather feedback from other departments to continuously improve IT services and solutions, ensuring they meet evolving business needs.

Other Duties:

• Adhere to all WCU policies and procedures, which include security compliance and following guidelines intended to limit risk exposure to fraud and losses.
• Participates in department and/or organizational projects as directed.
• Performs other tasks or functions as required, requested, necessary or prudent from time to time.
• Maintains confidentiality of all member and credit union information and data.
• Regularly demonstrates behaviors as defined by the credit union's Fundamentals, which are part of the Workers Way culture program.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Equivalent combination of education and experience will be considered.

Experience:

• Minimum of 5 years of experience in IT management, senior IT Support, or a similar role.

Knowledge/Skills/Abilities/Competencies:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Strong knowledge of ITIL, CIS, GLBA, and other industry frameworks.
• Proficiency in automation tools (e.g., PowerShell, Power Automate).
• Experience with advanced technologies (e.g., AI, cloud computing & networking).
• Excellent leadership, communication, and project management skills.
• Ability to manage vendor relationships and negotiate contracts.
• Strong analytical and problem-solving abilities.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Project Management experience and/or certifications a plus.

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

Physical Demands:

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.

• This is a largely sedentary role.
• While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
• This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.