IT Field Services & System Engineering Manager

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 

POSITION SUMMARY:

We are seeking a highly experienced and dynamic Manager, IT Field Services & System Engineering to lead a critical IT service delivery area that encompasses end user asset management, branch & field support operations and system administration within Provident Bank. The successful candidate will possess a deep understanding of IT systems, network infrastructure, cybersecurity best practices, and the unique regulatory and operational requirements of the financial industry.

This role requires a proven leader capable of managing and mentoring a team of IT professionals, ensuring the reliable and secure operation of all IT systems across our branches and corporate offices, and driving continuous improvement in service delivery. A strong focus on employee satisfaction, operational efficiency, and adherence to compliance standards (e.g., PCI DSS, GLBA, SOX) is paramount

KEY RESPONSIBILITIES:

Team Leadership & Management

• Lead, mentor, and develop a team of IT Field Support team and System Engineers.

• Conduct performance reviews, set clear objectives, and foster a culture of continuous learning and professional growth.
• Manage team runbook, schedules, workloads, and resource allocation to ensure optimal coverage and efficient service delivery.
• Promote teamwork, collaboration, and knowledge sharing repository within the IT department.
• Assist in the development and management of the IT operational and capital expenditure budgets.
• Provide regular reports on IT service performance, system availability, and project status to senior management.

Field Support Operations

• Oversee the effective and efficient resolution of escalated IT incidents and service requests from end-users across all banking locations.
• Implement and enforce ITIL-based processes for incident management, problem management, and service request fulfillment.
• Ensure timely and accurate documentation of all support activities in the IT Service Management (ITSM) system.
• Manage escalation procedures and act as a point of escalation for complex technical issues.

System Engineering & Infrastructure Administration:

• Oversee system administration and optimization responsibilities around Active Directory, DHCP, DNS, FIS Horizon, Citrix, Microsoft 365, MECM, MFPs, and branch hardware.
• Manage escalation and service delivery model for Provident applications and systems.

Establish platform administration expertise for identified services and systems

Project Management:

• Lead and manage IT projects from inception to completion, including scope definition, resource allocation, budgeting, and timeline management.
• Coordinate with vendors, internal stakeholders, and other departments to ensure successful project delivery.

• Implement new technologies and solutions to enhance operational efficiency and security within the banking environment.

Vendor Management:

• Manage relationships with IT hardware, software, and service vendors.
• Evaluate vendor performance and ensure adherence to service level agreements (SLAs).

• Negotiate contracts and procure IT equipment and services.

Supervisory Responsibilities:

• This includes interviewing, hiring, training and leading employees. Planning, assigning and directing work; appraising performance, rewarding, developing and redirecting team members.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in computer science or a related field, OR at least 10 years of hands-on work experience in Information Technology / Information Systems
• Minimum of 8-10 years of progressive experience in IT infrastructure, system administration, and/or technical support roles.
• Minimum of 3-5 years of experience in a leadership or management role, overseeing IT teams.
• Preferred: Proven, in-depth experience within the Banking or Financial Services industry including familiarity with core banking systems, hardware/peripheral requirements and regulatory compliance.
• Extensive experience with Microsoft Windows Server operating systems (all versions), Active Directory, Group Policy, DNS, DHCP.
• Strong knowledge of virtualization technologies (VMware ESXi, Microsoft Hyper-V).
• Proficiency in network protocols and technologies (TCP/IP, VLANs, VPN, routing, switching, firewalls - e.g., Cisco, Palo Alto, Fortinet).
• Experience with storage solutions (SAN, NAS) and backup/recovery systems (e.g., Veeam, Commvault).
• Familiarity with cloud platforms (Azure, AWS) is a plus.
• Experience with IT Service Management (ITSM) tools (ServiceNow preferred).
• Exceptional leadership, team-building, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Proven ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Customer-centric approach with a focus on delivering high-quality service.
• Strong organizational and project management skills.

LICENSES AND/OR CERTIFICATES:

• ITILv4 Foundation certification preferred

• Comp TIA A+ (or similar certification) preferred
• Comp TIA Network+ (or similar certification) preferred
• Microsoft 365 Certified: Fundamentals preferred
• Microsoft Certified: Azure Fundamentals preferred
• Microsoft Certified: Windows Server Hybrid Administrator preferred

WORKING CONDITIONS

Work is mainly performed in a normal office environment.  Noise levels usually are moderate.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• The hazards are mainly those present in a normal office setting.

Pay Details:

$92,300 - $131,800 annually

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.