IT Infrastructure & Network Services Manager (Hybrid in Syracuse, NY) at Empower Federal Credit Union in Syracuse, New York

Job Description:

Role:

The primary responsibility of this position is for leading the proactive management, maintenance, and continuous optimization of the organization’s IT infrastructure. This includes oversight of LAN, WAN, servers, messaging platforms, operating systems, and communications systems to ensure high performance, reliability, and scalability. In this role, you will drive the timely resolution of network and infrastructure issues, leveraging best practices to enhance operational efficiency. Additionally, you will lead a skilled team and allocate resources effectively to support and innovate across IT infrastructure, fostering a collaborative, solutions-driven environment.

Location: Our headquarters is located in Syracuse, NY. This position operates on a hybrid model, requiring a minimum of 5 days per month on-site at our headquarters.

Essential Functions & Responsibilities:

35%     Infrastructure, Network Design, & Management:

- Direct the design, implementation, and continuous optimization of both on-premises and cloud network architecture, ensuring reliability, scalability, and security across core components, including servers, switches, routers, firewalls, virtualization platforms, and cloud-based services.

- Oversee the installation, configuration, and integration of all hardware, software, and cloud resources, enforcing stringent security, performance, and efficiency standards to maintain system integrity, uptime, and seamless interaction between on-premises and cloud environments.

- Manage end-to-end network, covering LAN, WAN, VPN, and wireless solutions to deliver consistent, dependable connectivity across the organization.

- Support and manage telecommunications infrastructure, including VoIP, traditional phone systems, and cloud-based communication services, to ensure uninterrupted, effective communication.

- Implement and maintain sophisticated monitoring tools for both on-premises and cloud infrastructure to continuously assess system health, enabling quick identification and resolution of performance issues.

- Leverage performance data to identify and address issues early, applying targeted optimizations that improve stability and responsiveness ensuring seamless operation.

- Oversee patch management processes and maintain accurate inventory records of IT assets.

- Implement and maintain robust virus protection measures to safeguard IT infrastructure.

25%     Technical & Supervisory Support:

Provide technical guidance and supervisory support to the infrastructure/network team, including:

- Coordinating daily activities and workflows

- Offering second-level support for the IT Help Desk

- Managing staffing processes, including interviewing, hiring, and training

- Planning, assigning, and directing work of staff

- Monitoring employee performance and providing feedback regularly

- Coaching and mentoring team members to promote their personal growth and career development.

10%      Business Continuity & Disaster Recovery:

Develop and maintain business continuity and disaster recovery plans for IT equipment and services, including:

- Managing and executing regular tests of these plans

- Overseeing the maintenance of hardware, software, and connectivity for disaster recovery sites

- Ensuring the integrity and availability of backup systems.

10%      Executing Strategy & Overseeing Budgeting:

Engage in short and long-range planning for the IT department, focusing on:

- Contributing/Implementing a technical strategy that aligns with the organization’s goals

- Researching and recommending new technologies to meet the evolving needs of the credit union and its members

- Assisting in the development and maintenance of the IT budget

10%      Communication & Documentation:

Provide timely updates on project statuses and issues, ensuring:

- Documentation of all procedures and processes

- Adherence to IT change management protocols

- Creation and maintenance of comprehensive network diagrams and documentation.

10%      Information Security Compliance:

- Implement and enforce company policies and procedures related to information security, ensuring compliance across all IT operations.

- Perform all other duties as assigned.

Performance Measurements:

See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Knowledge and Skills:

Experience: 5 to 8 years of relevant experience in IT infrastructure management and support.

Education: Bachelor’s degree in a relevant field such as Information Technology, Computer Science, or related disciplines.

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/or can be of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills:

- Excellent problem-solving and analytical skills

- Strong project management abilities

- Effective communication skills, both written and verbal

- Proficiency in IT documentation and reporting tools

- Familiarity with compliance standards and best practices in IT security 

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds. 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.