Information Technology Operations Manager

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

The IT Operations Manager is responsible for the leadership, management, and operational performance of the Bank's IT infrastructure and support services. This role ensures the stability, security, and scalability of all technology platforms, while driving continuous improvement, operational efficiency, and a high level of end-user satisfaction.

The position oversees infrastructure, network operations, end-user support, and enterprise systems, ensuring alignment with business objectives, regulatory requirements, and information security standards.

Essential Duties:

• Ensure timely resolution of IT incidents and service requests, promoting a responsive, customer-focused support model
• Maintain and improve system uptime, performance, and operational resilience across all platforms
• Lead infrastructure initiatives including upgrades, migrations, and modernization efforts (e.g., cloud, data center, VDI)
• Partner with auditors, regulators, and external consultants during audits and examinations
• Work closely with Information Security to implement and enforce policies, controls, and best practices
• Provide technical leadership across core platforms including Microsoft 365/Exchange, Citrix/VDI, Active Directory, and Nutanix environments
• Serve as an escalation point for complex technical issues across network, server, and application domains
• Establish and track key performance indicators (KPIs), SLAs, and operational metrics
• Ensure proper change management, incident management, and problem management processes are followed
• Lead, mentor, and develop IT staff, fostering a culture of accountability, collaboration, and continuous improvement
• Support remote locations and branch operations as needed (approximately 10% travel required).

Bachelor's degree in management information systems (MIS), Computer Science, Business, or a related field, or equivalent combination of education and experience. Ongoing professional development in infrastructure, cloud technologies, and cybersecurity preferred.

Minimum of eight (8) years of progressive IT experience, including leadership or supervisory responsibilities within infrastructure, operations, or support functions.

Skills & Competencies:

• Strong leadership, team development, and organizational management skills
• Excellent communication and stakeholder engagement abilities
• Proven ability to manage multiple priorities in a fast-paced environment
• Strong customer service orientation with a focus on user experience
• Deep technical knowledge of enterprise infrastructure, networking, and telecommunications
• Strong analytical, problem-solving, and decision-making capabilities
• Ability to work both strategically and hands on when required

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

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 this 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 may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.