IS Infrastructure & Service Desk Manager

TopLine Financial Credit Union has been a member-owned financial services cooperative since 1935. We are looking for outgoing individuals to join our TopLine team that is dedicated to building life-long relationships to help our members reach and manage their financial goals.

The IS infrastructure & Service Desk Manager is responsible for the operation, security, and reliability of the credit union's technology infrastructure while leading the Service Desk team that supports internal staff and branch operations. The Service Desk team ensures effective support processes, timely issue resolution, and a strong internal service experience for employees across the organization.

A successful IS Infrastructure and Service Desk Manager will be able to do:

• Provide administration and operational support for the credit union's infrastructure environment, including servers, virtualization platforms, storage systems, and cloud services.
• Manage and support core technologies such as Microsoft Active Directory, Group Policy, system and identity management platforms.
• Oversee network infrastructure, including LAN/WAN connectivity, firewalls, VPNs, wireless networks, and branch connectivity.
• Perform patch management, firmware updates, system upgrades, and lifecycle replacement planning.
• Maintain backup systems and disaster recovery environments; support testing and documentation of recovery procedures.
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
• Ensure consistent onboarding and offboarding processes, including proper access provisioning and deprovisioning.
• Participate in incident response activities and coordinate communication during major outages or service disruptions.
• Implement and maintain layered security controls across infrastructure systems.
• Monitor infrastructure alerts and escalate potential security incidents according to established procedures.
• Manage relationships with infrastructure vendors, telecommunications providers, and managed service partners.
• Maintain technology asset inventory and support lifecycle planning for hardware and software.

• Bachelor's degree in Information Technology or related field, or equivalent combination of education and experience.
• Minimum of 5-8 years of progressive IT infrastructure experience.
• Previous experience supporting enterprise systems including servers, networks, and cloud platforms.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience working in a credit union or financial services preferred.
• Experience working in a credit union, financial services, or other regulated industry environment.
• Hands-on experience administering Microsoft server technologies and enterprise environments.
• Experience with virtualization platforms such as VMware or Hyper-V.
• Experience supporting on-premises, cloud, or hybrid infrastructure environments.
• Solid knowledge of enterprise networking, including firewall technologies.
• Experience with backup and disaster recovery solutions.
• Familiarity with FFIEC guidance, GLBA requirements, and regulatory expectations for financial institutions.
• Prior leadership or team management experience preferred.

Referral program, Pet insurance, Health insurance, 401(k) matching, Paid time off, Dental insurance, Flexible spending account, Life insurance, * 401(k) with Employer Match

• Dental
• Disability Insurance
• Employee Perks
• Flexible Spending Accounts
• Life Insurance
• Medical
• Paid Holidays
• Paid Time Off
• Pet Insurance
• Referral Program
• Vision