AVP, Director of IT Operations
UTFCU Supervisory Committee, Knoxville, TN, United States
Position Summary
Position Summary
– The AVP, Director of IT Operations is responsible for the reliability, security, and scalability of all Credit Union technology operations. This role provides leadership across infrastructure, networking, cybersecurity operations, end-user support, and vendor-managed services, while also serving as the interim Information Security Officer and a key leader in disaster recovery and business continuity management.
The position ensures alignment with NCUA Part 748, GLBA, FFIEC guidance, and industry frameworks (e.g., NIST, CIS), while enabling a secure and resilient technology environment that supports member growth and operational efficiency.
Key Responsibilities
IT Operations and Infrastructure Leadership
Responsible for:
Network infrastructure (LAN/WAN, SD-WAN, firewalls, VPN)
Servers, cloud environments, and storage systems
Endpoint management and device lifecycle
Ensure high availability, performance, and capacity planning of all systems
Establish and monitor SLAs, uptime metrics, and operational KPIs
Lead escalation and resolution of major system outages or incidents
Cybersecurity and Information Security
Serve as the interim Information Security Officer, responsible for governance of the information security program
Develop, maintain, and enforce:
Information security policies, standards, and procedures
Risk assessments and control frameworks
Vulnerability management and patching programs
Endpoint detection/response, SIEM/SOC, and threat monitoring
Identity and access management (IAM) controls
Lead incident response activities including detection, containment, and recovery
Report cybersecurity risks, metrics, and incidents to executive leadership and the Board
Ensure third-party security oversight aligns with regulatory expectations
Patch and Vulnerability Management
Establish and enforce enterprise patch management standards
Ensure timely remediation of vulnerabilities based on risk severity
Maintain secure system baselines (CIS/NIST aligned)
Report patch compliance and vulnerability posture to leadership
Align with regulatory expectations for proactive vulnerability management
Disaster Recovery and Business Continuity
Lead development, testing, and execution of Disaster Recovery plans
Ensure alignment with Business Continuity Planning requirements
Coordinate DR exercises and tabletop testing
Ensure critical system resiliency
Managed Service Provider Oversight
Oversee co-managed IT/MSP relationships
Define expectations, SLAs, and performance metrics
Conduct ongoing due diligence and security reviews of MSP and vendors
Ensure clear delineation of responsibilities
End-User Support and Service Delivery
Oversee help desk and end-user support functions
Ensure high-quality, timely resolution of user issues
Implement service management best practices (ticketing, knowledge base, escalation paths)
Drive user experience improvements and operational efficiency
Leadership and Strategy
Lead, mentor, and develop IT operations staff
Collaborate with executive leadership on technology strategy and risk posture
Develop and manage IT operations budget
Provide board-level reporting on IT performance, cybersecurity risk, and operational resilience
Required Qualifications
Education and Experience
Bachelor\'s degree in Information Technology, Cybersecurity, or related field (Master\'s preferred)
5+ years of progressive IT experience, including:
Infrastructure and network operations
Cybersecurity leadership
3+ years in a leadership or management role
Experience in financial services (credit union or banking strongly preferred)
Technical and Regulatory Knowledge
Strong knowledge of network architecture, firewalls, VPNs, and cloud environments
Microsoft 365 / Azure / EntraID
Endpoint security, SIEM, EDR/MDR solutions
Patch management and vulnerability remediation
Identity and access management
Backup and disaster recovery systems
Working knowledge of NCUA regulations (Part 748), GLBA Safeguards Rule, FFIEC IT Examination Handbook, risk assessments, audits, NIST CSF 2.0 / 800-53, and CIS Critical Security Controls
Certifications (Preferred)
CISSP, CISM, or CISA
ITIL
Microsoft, cybersecurity, or cloud certifications
Leadership and Soft Skills
Strong executive communication and Board presentation capability
Ability to balance operational execution with strategic oversight
Incident and operational leadership under pressure
Work Authorization and Background Checks
Background check is required as part of the employment process. This summary is provided for informational purposes and outlines the basic expectations for this role. All information will be treated confidentially in accordance with applicable law.
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Position Summary
– The AVP, Director of IT Operations is responsible for the reliability, security, and scalability of all Credit Union technology operations. This role provides leadership across infrastructure, networking, cybersecurity operations, end-user support, and vendor-managed services, while also serving as the interim Information Security Officer and a key leader in disaster recovery and business continuity management.
The position ensures alignment with NCUA Part 748, GLBA, FFIEC guidance, and industry frameworks (e.g., NIST, CIS), while enabling a secure and resilient technology environment that supports member growth and operational efficiency.
Key Responsibilities
IT Operations and Infrastructure Leadership
Responsible for:
Network infrastructure (LAN/WAN, SD-WAN, firewalls, VPN)
Servers, cloud environments, and storage systems
Endpoint management and device lifecycle
Ensure high availability, performance, and capacity planning of all systems
Establish and monitor SLAs, uptime metrics, and operational KPIs
Lead escalation and resolution of major system outages or incidents
Cybersecurity and Information Security
Serve as the interim Information Security Officer, responsible for governance of the information security program
Develop, maintain, and enforce:
Information security policies, standards, and procedures
Risk assessments and control frameworks
Vulnerability management and patching programs
Endpoint detection/response, SIEM/SOC, and threat monitoring
Identity and access management (IAM) controls
Lead incident response activities including detection, containment, and recovery
Report cybersecurity risks, metrics, and incidents to executive leadership and the Board
Ensure third-party security oversight aligns with regulatory expectations
Patch and Vulnerability Management
Establish and enforce enterprise patch management standards
Ensure timely remediation of vulnerabilities based on risk severity
Maintain secure system baselines (CIS/NIST aligned)
Report patch compliance and vulnerability posture to leadership
Align with regulatory expectations for proactive vulnerability management
Disaster Recovery and Business Continuity
Lead development, testing, and execution of Disaster Recovery plans
Ensure alignment with Business Continuity Planning requirements
Coordinate DR exercises and tabletop testing
Ensure critical system resiliency
Managed Service Provider Oversight
Oversee co-managed IT/MSP relationships
Define expectations, SLAs, and performance metrics
Conduct ongoing due diligence and security reviews of MSP and vendors
Ensure clear delineation of responsibilities
End-User Support and Service Delivery
Oversee help desk and end-user support functions
Ensure high-quality, timely resolution of user issues
Implement service management best practices (ticketing, knowledge base, escalation paths)
Drive user experience improvements and operational efficiency
Leadership and Strategy
Lead, mentor, and develop IT operations staff
Collaborate with executive leadership on technology strategy and risk posture
Develop and manage IT operations budget
Provide board-level reporting on IT performance, cybersecurity risk, and operational resilience
Required Qualifications
Education and Experience
Bachelor\'s degree in Information Technology, Cybersecurity, or related field (Master\'s preferred)
5+ years of progressive IT experience, including:
Infrastructure and network operations
Cybersecurity leadership
3+ years in a leadership or management role
Experience in financial services (credit union or banking strongly preferred)
Technical and Regulatory Knowledge
Strong knowledge of network architecture, firewalls, VPNs, and cloud environments
Microsoft 365 / Azure / EntraID
Endpoint security, SIEM, EDR/MDR solutions
Patch management and vulnerability remediation
Identity and access management
Backup and disaster recovery systems
Working knowledge of NCUA regulations (Part 748), GLBA Safeguards Rule, FFIEC IT Examination Handbook, risk assessments, audits, NIST CSF 2.0 / 800-53, and CIS Critical Security Controls
Certifications (Preferred)
CISSP, CISM, or CISA
ITIL
Microsoft, cybersecurity, or cloud certifications
Leadership and Soft Skills
Strong executive communication and Board presentation capability
Ability to balance operational execution with strategic oversight
Incident and operational leadership under pressure
Work Authorization and Background Checks
Background check is required as part of the employment process. This summary is provided for informational purposes and outlines the basic expectations for this role. All information will be treated confidentially in accordance with applicable law.
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