Infrastructure and Service Manager

Bank of Bird-in-Hand; Paradise (PA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

401(k) Retirement Plan with 4% Match

Company Paid Life, STD, and LTD

Health Savings Account (HSA) & Flex. 1

Paid Time Off (PTO), Volunteer TimeOff

12 Paid Holidays

Tuition Reimbursement

Company Events and Picnics

Job summary

Bank of Bird-in-Hand is hiring an Infrastructure and Service Manager in Paradise, PA. You will lead infrastructure, network, Microsoft 365, and service desk functions, establishing disciplined IT Service Management practices across Technology Operations.

The role emphasizes service delivery, incident response, capacity planning, and governance to support critical banking services. A strong banking background and ITIL experience are highly valued, with opportunities to shape IT strategy in a

Qualifications

• Degree in Information Technology, Computer Science, or related field.
• Minimum 7 years of progressive IT leadership experience.
• Experience in IT Service Management, preferably ITIL-aligned.
• Banking/financial sector experience and familiarity with core systems such as Jack Henry is strongly desired.
• Proactive, customer-oriented approach with ability to balance budget and resources.

Responsibilities

• Establish and mature IT Service Management practices across incident, request, change, knowledge, configuration, asset and service-level management.
• Lead the IT service delivery lifecycle to ensure services are designed, transitioned, operated and improved.
• Develop and coach the infrastructure, network, Microsoft 365, and Service Desk teams.
• Maintain reliability and availability of networks, servers, virtualization, storage, cloud services, and endpoint infrastructure.
• Lead major incident management with escalation, coordination, root-cause analysis and corrective actions.
• Establish problem management to reduce recurring incidents and technical debt.
• Create and maintain runbooks, SOPs, and a service catalog with ownership and escalation paths.
• Manage lifecycle planning, capacity, licensing, and end-of-support risks for infrastructure.
• Oversee monitoring and observability for proactive issue detection and resolution.
• Ensure infrastructure resilience, backup, DR planning and testing.

Skills

IT Leadership

IT Service Management

Incident Management

Team Leadership

Budget & Resource Mgmt

Cross-functional Collaboration

Education

Degree in Information Technology / Computer Science or related field

Advanced degree preferred

Tools

Jack Henry

Microsoft 365

ITSM tooling

Job description

Position:Infrastructure and Service Manager

Location: Paradise, PA

Job Id:488

# of Openings:1

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.

Bank of Bird-in-Hand is actively seeking an Infrastructure and Service Manager to join our team in Paradise. This role is responsible for leading the organization’s infrastructure, network, Microsoft 365, and service desk functions while establishing disciplined IT Service Management practices across Technology Operations. This role is accountable not only for the effective operation of the underlying technology environment, but also for the quality, supportability, and ongoing improvement of the business services those technologies enable.

This is a wonderful opportunity to join a community bank and make an impact on the local area!

Responsibilities:

• 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.

Education and Experience:

• 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:

• 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

Equal Opportunity Employer

The employment policy of Bank of Bird-in-Hand is to provide equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of race, color, religion, creed, sex, pregnancy, national origin, ancestry, age, physical or mental disability, genetic information, military, and/or veteran status, or any other Federal or State legally protected classes.