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# Infrastructure and Service Manager

- **Company:** Bank of Bird-in-Hand
- **Location:** Paradise, NV, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Disaster Recovery, IT Management, Microsoft Software, Cloud Services, Microsoft SharePoint, Technical Debt, Information Technology
- **Published:** November 7, 2026
- **Apply:** https://www.careerbuilder.com/job-details/infrastructure-and-service-manager-paradise-ca--0f43692f-914f-4e1d-b693-e868a67f9791

## About the Role

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.

## Description

* 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.