AVP Systems and Help Desk

ORNL Federal Credit Union

221 S. Rutgers Avenue

Oak Ridge, TN 37830


Position Description

This position is not remote.  It will be based at our Corporate Headquarters in Oak Ridge, TN.  The deadline to apply for this opportunity is October 4, 2022.

Role: The AVP Systems and Help Desk is accountable for managing, coaching and leading the teams responsible for provisioning, administering and supporting all servers, desktops, cloud-based applications and related vendor relationships and all help desk functions and delivery of help desk services to the credit union. The AVP helps define the long-term IT strategy as it relates to workstations, infrastructure and process improvement. The AVP oversees the systems team and is responsible for maintenance and management of systems as well as the budgetary responsibility for both physical and virtual systems.

Essential Functions & Responsibilities

  • Leads the Help Desk and Systems teams to sustain and enhance both high performance and high reliability across all desktop systems through change management, thorough monitoring and rapid troubleshooting. Actively strives for 100% SLA of Uptime of all systems under management.
  • Ensures ORNL FCU's ability to rapidly recover from system outages or disasters by reviewing and maintaining the disaster recovery plan, verifying backup processes and reviewing and supporting redundancy in the architecture. Develops staff backup to all systems and roles. Ensures there is more than one subject matter expert on any particular system.
  • Manages the work of the team, including developing and adhering to budget, project planning, task management, help desk procedures and support tasks.
  • Follows an ITIL process to develop and support robust IT services to the Credit Union that are fit for use and fit for purpose and follow a Change Management and Configuration Management process.
  • Secures IT assets through enforcing and improving controls on limited access, password management, patch management, network security and system best practices.
  • Actively monitors all systems and strives for 100% IT knows first success for any system outage.
  • Performs other job-related duties as assigned.

Experience: Ten or more years of professional experience in information technology required. Five or more years of experience as a technology lead or solutions architect within an infrastructure architecture role required. Demonstrated knowledge/experience with multiple IT infrastructure disciplines required. Experience managing outside vendors and strong knowledge of how to escalate issues within those vendors when needed required.

Must possess familiarity with technologies designed to make technology components highly available and disaster ready.
Must have experience with all of the following - Citrix and XenApps, MS Windows Desktops and MS Windows Servers.
Experience with the following preferred but not required - AWS, Google Cloud (GCP), VMWare and ITIL Knowledge. 

Education: Bachelor's degree in Information Technology or similar area of study, or an equivalent combination of education and experience is required.

Other Skills Required

  • Excellent ability to take a highly conceptual business need and translate it into a technical structure that can be concretely implemented.
  • Excellent ability to build relationships at all levels of the organization.
  • Strong organizational and planning skills.
  • Strong interpersonal, written and communication skills.
  • Ability to understand business problems and translate those problems into automated and non-automated solutions.
  • Strong technical skills required to ensure technical solutions are efficient and optimal.
  • Demonstrated ability to independently analyze and design complex systems within a minimum timeframe.
  • Ability to migrate complex issues in a professional and timely manner.
  • Ability to prioritize demands from multiple projects.
  • Track record of building strong, effective teams of people with complementary skills.
  • Strong collaborative problem solving skills and strong project management skills.
  • High proficiency with word processing and spreadsheets.
  • Must possess good data analysis skills.
  • Must have ability to prioritize demands from multiple projects.
How to Apply

To apply, please visit our career site: https://www.ornlfcu.com/careers


Job Position Type
Application Deadline
Oct. 4, 2022