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Title

Network & Helpdesk Manager (Hybrid 50% Office/ 50% Remote) 

Description

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace five years in a row.  Being part of the IT 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 & 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 & 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. 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: Will be instrumental to developing and improving incident and change management within the infrastructure space. Requires exceptional skill to manage large scale and complex IT projects.
  • Vendor Relationship Management: The position requires extensive experience in working and managing IT vendor relationships. Excellent wtitten and oral communication skills are required to maintain healthy/productive vendor partneships. It will also require strict follow up and documentation of vendor related problems afecting service delivery.

 

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 appropriate skilled resources are in place to meet required service levels.
  • Provide IT support 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 overall system and infrastructure availability and develop 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 replacement of infrastructure at end of life.
  • Direct involvement in incidents or problems irrespective of priority that cause service impact and acts as 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.
  • Responsible for applying server and workstation patches according to defined patch cycle procedures and zero day vulnerability patching.
  • 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.
 
Position Requirements

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 the impact on 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 for leading and developing individuals to meet their highest level of potential.
  • Strong technical knowledge of telecommunications, MPLS networks, CISCO, network infrastructure, switches, and routers.
  • Strong technical knowledge of Microsoft Windows Server operating systems, with emphasis on Windows Server 2016-2019, Linux Redhat, Unix, Dell PowerStore SAN technology, 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 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.
 
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.  

This position is currently accepting applications.

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