Infrastructure and Service Manager

Bank; Paradise (PA); On-site; USD 115,000 - 155,000; 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 01

Paid Time Off (PTO), Volunteer TimeOff

12 Paid Holidays

Tuition Reimbursement

Company Events and Picnics

Job summary

Bank of Bird-in-Hand is seeking an Infrastructure and Service Manager to lead our IT Service Management practices and oversee infrastructure, network, Microsoft 365, and the Service Desk. You will drive disciplined ITSM, reliability, and continuous improvement across Technology Operations, partnering with security, architecture, and business teams.

The role requires 7+ years in IT leadership within banking or financial services, ITIL experience, and a proactive, customer-focused approach to

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (advanced degree preferred).
• Minimum 7 years of progressive IT leadership experience, including strategic initiatives and governance.
• Experience implementing or maturing IT Service Management practices, preferably ITIL-aligned.
• Experience in financial and/or banking sector, familiarity with core systems such as Jack Henry.

Responsibilities

• Establish and mature IT Service Management practices (incident, request, change, knowledge, configuration, asset, and service-level management).
• Own the IT service delivery lifecycle from design to operation and continuous improvement.
• Lead infrastructure, network, Microsoft 365, and Service Desk teams with performance and succession planning.
• Maintain reliability and availability of networks, servers, virtualization, storage, cloud, and related platforms.
• Lead major incident management with escalation, coordination, and root-cause analysis.
• Develop and maintain technology standards, runbooks, and support documentation for infra and ops.
• Create and maintain a service catalog with ownership, processes, and escalation paths.
• Manage technology lifecycle, capacity planning, licensing, and end-of-support risks.
• Oversee infra monitoring and observability for proactive issue detection.
• Establish production-readiness and operational-acceptance standards for new systems.
• Maintain inventory of infra assets and lifecycle status; integrate with CMDB/asset-management.

Skills

IT leadership

Customer oriented

Proactive

Solution oriented

Education

Information Technology degree

Advanced degree preferred

Tools

ITIL practices

Jack Henry core systems

Microsoft 365 admin

Job description

Bank of Bird-in-Hand is built on integrity, excellence, and teamwork. If you identify with these values and are looking for a career where you can put them into practice, consider applying to one of our open positions. When you join the Bank of Bird-in-Hand team, you’ll be appreciated and celebrated for who you are every day.

Why Work at Bank of
Bird-in-Hand?

At Bank of Bird-in-Hand, we are our community – committed to the acceptance of our customers and employees. We celebrate inclusion and focus on making those in our community feel valued, respected, and welcomed into our family.

Our employees’ successes are our success and we celebrate them as we continue to grow and develop their skills for the future.

+

• 401(k) Retirement Plan
• Company Paid Life
• Company Paid STD & LTD
• Health Savings Account
• Flexible Spending Account
• Paid Time Off (PTO)
• Birthday PTO
• Paid Holidays
• Company Events and Picnics

• Tuition Reimbursement for Continuing Education
• Internal Career Opportunities
• Leadership Training

Community Involvement

+

• Support of local non-profit organizations
• Present at Local Parades & Events

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.

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.

Our people make the difference—and it shows. Being named a Central Penn Business Journal Best Places to Work in PA and an American Banker Best Bank to Work For reflects the culture we’ve built: one grounded in care, collaboration, and opportunities for our employees to grow and succeed.

I came to Bank of Bird-in-Hand because I wanted to get back into community banking and work with a company where my values aligned with the bank.

Fay L.

Join a Team That’s Focused On Your Growth