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Network Infrastructure and Helpdesk Manager  


Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace four years in a row.  Being part of the InformationTechnology Team and TFCU overall will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary: Tropical Financial Credit Union is looking for an experienced hands-on Network Infrastructure & Helpdesk Manager to work as a strategic partner for the business units, implementing, maintaining, and servicing all IT network and communications infrastructure of the credit union. The Network Infrastructure & Helpdesk Manager will lead a team of four IT professionals.

The successful candidate will be in charge of TFCU’s IT infrastructure including business and production systems with 24x7 uptime requirements. Will be responsible for managing the infrastructure team and troubleshooting issues related to software, hardware, devices, servers, networks, systems security, and database administration.

Areas of expertise:

  • Operational Excellence: Drive operational excellence in everything you do. This includes, but not limited to; creating processes, procedures, and automation to improve efficiency in day-to-day tasks and projects. Responsible for supporting the internal/external system infrastructure of – multiple branches, Headquarters Data Center, and Disaster Recovery site.
  • Helpdesk Efficiency: The position requires a hands-on technical leader responsible for delivering an excellent support experience for staff, members, and external partners. The candidate will manage all aspects of the Tropical CU helpdesk service delivery. Will coordinate with Applications Manager and other IT Team Leads to develop and manage incoming service requests. Manage the process from initial ticket request triage, escalation to IT SMEs, follow-up, and SLA reporting. Strong hands-on leadership and communication skills are required.
  • Infrastructure Health: Expected to collaborate with Technology planning lead to track, research, propose and implement infrastructure changes. This includes tracking developing projects, deployment schedules, KPI’s and SLA, and accuracy adherence for support tickets.
  • Performance Management/Team Health: Will own all facets of performance and career management for the team. Regular one-on-one meetings with all team members are required. Expected to provide both technical and ‘soft skill’ mentoring in order to maintain a well-rounded, well-balanced team. This includes project management, quality audits, and coordination of training sessions as well as day-to-day oversight of the team.
  • Change/Incident and Project Management: This Will be instrumental in developing and improving incident and change management within the infrastructure space. Requires exceptional skills to manage large-scale and complex IT projects.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Provides leadership and supervision to the four members of the team, ensuring that appropriately skilled resources are in place to meet required service levels.
  • Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieve annual goals that are established through the Performance Management Process.
  • Responsible for designing, specifying, configuring, installing, and maintaining LAN/WAN hardware, software, and telecommunications equipment. Manage network & IT infrastructure for headquarters, branches, and disaster recovery locations.
  • Responsible for the overall system and infrastructure availability and developing a resilient infrastructure to reduce failures.
  • Monitor the health of Enterprise Infrastructure, Platform, and Applications that are hosted on-premise and in the cloud environment, utilizing tools & technologies, to detect failures and degradations.
  • Develop and implement standard operating procedures and best practices related to network hardware, server, device, and software, implementation, use, support, security, and backup.
  • Drive quality into metrics and build reports focused on improvement. This includes measurement of project plans, deployment schedules, KPI’s and adherence to SLA’s for support tickets and accuracy.
  • Provide written protocols and guidance to staff.
  • Consults with other managers or IT staff to develop system solutions consistent with organizational objectives including researching and evaluating new technologies as appropriate.
  • Provides technical support and guidance to Service Desk staff.
  • In coordination with IT Planning Lead, develop and implement plans for the replacement of infrastructure at end of life.
  • Direct involvement in incidents or problems irrespective of priority that cause service impact and acts as an escalation point for incidents not being resolved in a timely manner.
  • Works with the helpdesk team to set SLA criteria for the availability and performance of the IT infrastructure.
  • Oversee all aspects of Information Technology Service Management (ITSM), including help desk and technical support services.
  • Identifies opportunities to simplify IT helpdesk operations through continuous improvement initiatives.
  • Create and draft reports for presentations, weekly/monthly status reports, and updates, outage reports.
  • Maintain up-to-date hardware and application inventory to facilitate lifecycle management and patch update process.
  • Coordinate, test, and install software upgrades, and new hardware deployment adhering to existing policy.
  • Collect and analyze network and system performance/utilization information and develop strategies to improve network/system performance.
  • Provide both technical and ‘soft skill’ mentoring in order to maintain a well-rounded, well-balanced team.
  • Coordinate vendor relations with IT Planning lead to research, recommend, negotiate and administer IT vendor relations, consultant contracts, and service agreements.
  • Oversees the maintenance of hardware and software at the company's disaster recovery site and provides technical support for disaster recovery testing.
  • Compliance:
    • BSA Compliance - every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
    • Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
    • Comply with all TFCU policies and procedures to ensure compliance with such regulations.
  • Performs other duties as required with or without accommodation.

We offer Excellent Benefits such as:

  • Medical, Rx,  Dental, and Vision Insurance
  • Retirement Profit Sharing 401K Plan
  • Accident, Cancer and Hospital Indemnity Plan
  • Prepaid Legal
  • Voluntary Life Insurance
  • Pet Discount Program
  • Paid Time Off/ 11 Paid Holidays
  • Tuition Reimbursement/Student Loan Paydown Program
  • And so much more!
Position Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature.

Work may involve motivating, influencing, or training others.

Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Education and/or Experience and Other Skills:

  • Bachelor’s or Master’s degree in Information Technology, Information Systems, Computer Engineering, or related field, or equivalent relevant work experience.
  • 8+ years of related experience in IT Infrastructure Management, Network Operations, and Helpdesk management
  • Desired IT-related certifications, MCSA, CCNA, CCA, VCP VMware, and ITIL V3.
  • Demonstrated capacity related to IT Systems administration & monitoring (Network, Compute, OS, Storage, Databases, and Web Applications), Event Management, Impact analysis & problem-solving skills to recover or minimize impact to production and customers.
  • Strong experience in disaster recovery and Cloud-based Infrastructure & Application is preferred.
  • Proven knowledge of IT Operations, ITIL framework, strategic planning and execution, project management, and best practices implementation.
  • 5+ years of successfully managing a team with a passion of leading and developing individuals to meet their highest level of potential.
  • Strong technical knowledge of telecommunications, MPLS networks, CISCO, network infrastructure, switched, and routers.
  • Strong technical knowledge of Microsoft Windows Server operating systems, emphasis on Windows Server 2016-2019, Linux Redhat, Unix, SAN, and VMware virtualization technology.
  • Strong technical knowledge of Active Directory (Design, Security, and Administration)
  • Strong technical knowledge of Messaging (MS Exchange, Archiving, Unified Communications)
  • Good understanding of Powershell scripting (Desirable)
  • Previous experience in a production environment with Cisco, Palo Alto Networks, and VPN tunnel applications.
  • Experience with Zoho Manage Engine tools and applications is a plus
  • Experience with Netbrain Software application is a plus
  • Demonstrated project management skills, PMP certification a plus.
  • Ability to coordinate, delegate and ensure accountability with multiple activities, team members, and work/projects in a high pace environment.
  • Strong interpersonal and leadership skills.
  • Excellent verbal and written communication skills and have the ability to make presentations to internal and external groups.
  • Ability to work and travel independently as needed and use general office equipment.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and the ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Location Miramar - Headquarters  
About the Organization Tropical is a not-for-profit, member-owned and member operated financial cooperative, serving South Florida since 1935. We operate a fun, and family-oriented work environment where every employee has the opportunity to learn and grow in their career and move up within the organization. It's an organization that values your contributions and rewards you for your performance. TFCU has proven to be an organization that is dedicated not only to TFCU's success, but the success of its employees and the financial success of our members.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

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