Head of IT Operations & Infrastructure

We need to output HTML fragment with sections only where content exists. The posting includes many sections: "Your Values Align With Ours", "Your Voice Is Heard", "Your Team Makes You Stronger", "Your Future Is Bright", "What You’ll Gain" with subsections: Growth and Development, Benefits That Support You, Time & Flexibility, Culture & Connection. Also Position Summary, Essential Responsibilities and Accountabilities with subheadings like IT Operations Leadership, IT Service Management & Helpdesk Operations, etc. We must use

for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). However the instruction says: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It seems they expect those generic headings, but we should use actual headings from the posting? The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It suggests we should use those as possible headings, but we need to map content to those headings. However the posting does not have those exact headings; it has its own headings like "Your Values Align With Ours", etc. The instruction says: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It may be that we should use those generic headings for sections we create, but we need to decide which sections to include based on content. The typical approach: we create sections like Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But the posting includes many narrative sections about culture, values, etc. Those could go under maybe "About the role" or "Qualifications"? However the instruction says: "Prefer a few substantive sections over many thin ones." Also: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we need to decide which of the generic headings have content. Let's parse the posting for content that fits: - About the role: could be Position Summary and maybe overview. So we can put Position Summary under About the role. - Responsibilities: Essential Responsibilities and Accountabilities (the long list). So we can put that under Responsibilities. - Requirements / Qualifications / Skills: The posting includes "Your Values Align With Ours" (values), "Your Voice Is Heard", "Your Team Makes You Stronger", "Your Future Is Bright", "What You’ll Gain" (growth, benefits, time/flexibility, culture). Those are more about culture and benefits, not strict requirements. There's no explicit list of required qualifications (education, experience). So we may not have content for Requirements/Qualifications/Skills. Could we treat "Your Values Align With Ours" as Skills? It lists genuine, trustworthy, earnest, empathetic, resourceful. Those could be skills/attributes. But the instruction says: do not create sections unless posting has real, specific content for it. It does have that content. So we could make a Skills section with those values. However the instruction gave examples of section headings; we could also use other headings like "Values" but they said use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It seems they expect us to use those headings only. So we should map content to those headings. Thus we need to decide which of those headings have content: - About the role: Position Summary (yes) - Responsibilities: Essential Responsibilities and Accountabilities (yes) - Requirements: maybe none (no explicit education/experience). Could we infer from responsibilities? Not really. So we skip Requirements. - Qualifications: maybe none. - Skills: we have values and attributes (genuine, trustworthy, earnest, empathetic, resourceful) plus maybe technical skills implied in responsibilities (Microsoft 365 admin, network, etc). But those are in responsibilities. Could we extract a Skills section from the values? Might be okay. - Benefits: Benefits That Support You, Time & Flexibility, Culture & Connection (these are benefits). So we have benefits content. - Pay: none (no salary info). So skip. - Schedule: none (no schedule info). So skip. Thus we will output sections: About the role, Responsibilities, Skills, Benefits. We need to use

for each section heading. Inside each, we need to use

for prose and

• for any list of duties/requirements/benefits. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can reorganize under sections. We must remove boilerplate, navigation, legal, EEO, etc. The posting seems not to have those. We need to avoid repeating job title as heading (not present). Avoid Job ID etc. We need to output only HTML fragment. Let's extract content. First, About the role: Position Summary paragraph(s). The Position Summary is a long paragraph: "This position is responsible for directing, managing, and executing the Credit Union's day-to-day Information Technology operations, infrastructure, service delivery, endpoint management, systems administration, network administration, telecommunications, cloud services, Microsoft 365 administration, technology asset lifecycle management, and operational technology control execution. This role ensures reliable, secure, efficient, and well-documented technology services for employees, branches, departments, and business units. Responsibilities include oversight of IT service management, infrastructure operations, system administration, network operations, endpoint lifecycle management, vulnerability remediation, backup and recovery operations, operational monitoring, technical project implementation, vendor coordination, and operational documentation. This position works closely with the Head of Information Security & Technology to ensure operational activities are performed in accordance with approved policies, governance programs, regulatory requirements, audit expectations, and the Credit Union's approved enterprise risk appetite. This position owns and is accountable for the execution of day-to-day technology operations, infrastructure management, service delivery, service desk management, Microsoft 365 administration, operational security controls, remediation activities, incident response execution, and technology project implementation. Information security governance, policy ownership, risk assessments, risk acceptance, audit coordination, and Board and Risk Committee reporting remain the responsibility of the Head of Information Security & Technology." We should keep that as prose (

  ). Might be long but okay. Second, Responsibilities: Essential Responsibilities and Accountabilities with subheadings. We need to turn each subheading into maybe a

  • list? The instruction: Use
    • for any list of duties/requirements/benefits. So we need to list duties as list items. The responsibilities section includes many bullet-like paragraphs each starting with a bold heading (like IT Operations Leadership, IT Service Management & Helpdesk Operations, etc). We can treat each as a list item, with the heading as part of the item text. We should preserve all details. Thus we will create a
      with
      • for each major responsibility area, containing the detailed sentences. We need to ensure we don't lose any detail. Let's extract each subheading and its content. From the text: **IT Operations Leadership** Leads the Credit Union's IT Operations function, including service desk operations, infrastructure administration, systems administration, network administration, telecommunications, cloud services, and operational technology support. Provides leadership, coaching, supervision, performance management, and professional development for assigned IT Operations staff. Oversees staff workload distribution, scheduling, on-call responsibilities, and resource allocation to ensure operational support requirements are consistently met. Establishes and maintains operational procedures, technical standards, service expectations, documentation requirements, staff accountability, and cross-training practices that support operational continuity and succession planning. Develops staffing, succession, cross-training, and operational continuity strategies to ensure adequate technical coverage and resiliency. Ensures appropriate cross-training and technical knowledge transfer across IT Operations and maintains the ability to provide direct operational coverage for critical network administration responsibilities. Conducts recurring staff meetings, performance reviews, goal-setting activities, and development planning. Attends Retail Management and other operational leadership meetings to understand business requirements, communicate technology initiatives, identify service improvement opportunities, and maintain strong partnerships with business units. Provides operational end-user training, technology adoption support, and user guidance for approved technology platforms and services, including approved artificial intelligence tools and use cases. Executes approved Technology Roadmap initiatives, operational projects, infrastructure modernization efforts, and departmental priorities established through the Credit Union's technology planning process. **IT Service Management & Helpdesk Operations** Owns the Credit Union's IT service desk program, including ticketing standards, service level agreements, escalation procedures, service quality, and end-user support delivery. Oversees ticket management processes to ensure requests and incidents are prioritized, documented, resolved, and reported appropriately. Monitors service levels, ticket trends, recurring issues, workload distribution, user satisfaction metrics, and other key performance indicators to support operational reporting and continuous improvement initiatives. Develops, maintains, and reports operational performance metrics including service desk performance, platform availability, asset lifecycle management, project delivery, and operational support effectiveness. Oversees new employee technology onboarding activities and ensures employees are equipped to effectively utilize approved technology platforms and services. Ensures appropriate branch support, after-hours support, and escalation coverage. **Infrastructure, Systems, and Microsoft 365 Operations** Directs and is accountable for administration, support, maintenance, and operational performance of Microsoft 365, Entra ID, Active Directory, Exchange, SharePoint, Teams, OneDrive, Intune, Defender, server infrastructure, and related technology platforms. Directs and supports the technical implementation, deployment, configuration, integration, administration, monitoring, and audit evidence collection for approved artificial intelligence tools and use cases in accordance with established AI governance, security, privacy, data handling, and change management requirements. Oversees operational administration and support of business applications, core supporting technologies, and end-user technology platforms utilized throughout the Credit Union. Oversees administration of user accounts, permissions, and operational access provisioning activities in accordance with approved access management procedures. Ensures systems are maintained, monitored, patched, documented, backed up, and administered in accordance with established standards and operational requirements. Oversees endpoint management, device compliance, software deployment, and operational support activities. Maintains technology configuration standards, operational baselines, and platform administration procedures for supported systems and services. Ensures technology changes are implemented in accordance with approved change management requirements and operational procedures. Coordinates with Information Security & Technology Governance regarding access governance, security standards, logging requirements, data governance requirements, and audit support activities. **Network, Telecommunications, and Cloud Operations** Oversees the Credit Union's network infrastructure, telecommunications environment, wireless services, cloud connectivity, Internet services, and related technology platforms. Maintains sufficient hands-on technical proficiency with the Credit Union’s network environment to provide operational coverage and serve as the primary backup to the Network Administrator. Performs network administration, monitoring, troubleshooting, configuration, maintenance, and incident-response activities when required to support operational continuity, address escalated issues, or provide coverage during the Network Administrator’s absence. Ensures network, telecommunications, and cloud services remain secure, available, documented, monitored, and operationally supported. Plans, executes, and validates network, telecommunications, infrastructure, and connectivity changes in accordance with approved standards and procedures. Coordinates infrastructure support activities with vendors, service providers, consultants, and business partners as needed. **Endpoint and Asset Lifecycle Management** Owns the technology asset lifecycle process, including procurement coordination, deployment, assignment, inventory management, refresh planning, recovery, and disposal. Ensures technology inventories remain accurate, complete, and aligned with operational and audit requirements. Oversees endpoint deployment, configuration, compliance, maintenance, and retirement activities. Oversees technology provisioning, recovery, and lifecycle activities supporting employee onboarding, transfers, remote work, and termination processes. **Change Management & Technical Implementation** Leads execution of technology changes in accordance with the Credit Union's Change Management Program and approved governance requirements. Ensures technology changes are appropriately tested, documented, approved, implemented, and reviewed. Coordinates