Infrastructure and Service Manager

• Establish and mature IT Service Management practices, including incident, request, change, knowledge, configuration, asset and service-level management
• Own the IT service delivery lifecycle, ensuring technology services are designed, transitioned, operated, measured and continuously improved.
• Lead and develop the infrastructure, network, Microsoft 365, and Service Desk teams, including performance management, coaching, skills development, succession planning and workload management.
• Maintain reliability and availability of critical technology services, including networks, servers, virtualization, storage, cloud services, Microsoft 365, endpoint infrastructure, telecommunications, and related platforms.
• Lead major incident management, ensuring appropriate escalation, communication, technical coordination, root-cause analysis and corrective actions.
• Establish problem management practices that identify recurring incidents, eliminate underlying causes, and reduce technical debt.
• Develop and maintain technology standards, operating procedures, runbooks, and support documentation for infrastructure and operational services.
• Create and maintain a service catalog, clearly defining available IT services, service ownership, support expectations, request processes, and escalation paths.
• Manage technology lifecycle and capacity planning, including infrastructure refreshes, software/platform lifecycle, technical debt, licensing, capacity, scalability, and end-of-support risks.
• Oversee infrastructure monitoring and operational observability, ensuring proactive identification of performance, availability, capacity, and service-impacting issues.
• Own infrastructure resilience and recovery capabilities, including backup, disaster recovery, technology recovery procedures, testing, recovery objectives, and remediation of identified gaps.
• Manage Microsoft 365 operational governance, including Exchange Online, Teams, SharePoint, OneDrive, identity integration, licensing, administration, and adoption of new capabilities.
• Partner with architecture, security, application, and business teams on technology projects, ensuring solutions can be effectively supported once transitioned into production.
• Establish production-readiness and operational-acceptance standards so new systems enter production with appropriate monitoring, documentation, support procedures, ownership, security controls, and recovery capabilities.
• Maintain an inventory of infrastructure assets, services, dependencies, owners, and lifecycle status, with appropriate integration into configuration and asset-management processes.
• Perform other duties as required.

Team Player, Business Services, IT Service Management (ITSM), Microsoft Product Family, Technical Operations, Customer Support/Service, Process Improvement, Community Banking, Change Requests/Orders, Service Delivery, * Degree in Information Technology, Computer Science, or related field (advanced degree preferred).

• Minimum 7 years of progressive IT leadership experience, including key roles in strategic initiatives as well as operational priorities and governance.
• Proven success working in dynamic environments and adjusting to shifting goals and opportunities.
• A proactive and customer-oriented approach, bringing curiosity and solution-oriented energy to ideas and opportunities, while balancing demands on budget and resources.
• Experience implementing, managing, or maturing IT Service Management practices, preferably within an ITIL-aligned environment.
• Experience in financial and/or banking sector, and familiarity with core systems, such as Jack Henry, is strongly desired.

Here at Bank of Bird-in-Hand, we have a comprehensive benefit package for those who qualify. Below are the range of benefits we offer to meet the needs of our employees:

• Competitive Medical, Dental, Vision Coverage
• 401(k) Retirement Plan with 4% Match
• Company Paid Life, STD, and LTD

• Health Savings Account (HSA) & Flexible Spending Account (FSA) options

• Paid Time Off (PTO), Volunteer Time Off (VTO), and Birthday PTO
• 12 Paid Holidays
• Tuition Reimbursement
• Company Events and Picnics

Bank of Bird-in-Hand is built on integrity, excellence, and teamwork. When you join the Bank of Bird-in-Hand team, you’ll be appreciated and celebrated for who you are every day.