Note: The job is a remote job and is open to candidates in USA. First Citizens Bank is a bank serving critical business and regulatory needs through enterprise technology operations. The Director Infrastructure & Operations—Desktop leads desktop technical operations, infrastructure, and associated teams while ensuring enterprise systems are reliable, secure, scalable, and cost-effective. The role also oversees strategy, budgets, governance, technical initiatives, and the development of an approximately 20-associate IT organization.
Responsibilities
- Provide oversight for enterprise infrastructure and technical operations, including desktop hardware, software, and end-user support services
- Lead associate teams responsible for daily technical operations and long-term infrastructure stability
- Establish performance monitoring, reporting, and service metrics to ensure reliability, capable responsiveness and cost-effectiveness
- Guide teams through the resolution of complex technical incidents and escalations
- Ensure infrastructure solutions are scalable, resilient, and aligned with overall operational needs
- Align infrastructure strategy and operational initiatives with evolving business objectives and regulatory requirements
- Partner with internal business leaders to understand needs and translate them into effective technical solutions
- Develop and maintain strong relationships with vendors, service providers, and external partners
- Lead and execute infrastructure-related initiatives, continuous improvement efforts, and modernization programs
- Set clear expectations and accountability to achieve departmental and organizational goals
- Manage budget planning, forecasting, and resource allocation for infrastructure and operations
- Develop, update, and enforce IT policies, standards, processes, and controls to improve efficiency and compliance
- Recruit, coach, develop, and evaluate management and technical staff
- Foster a supportive, inclusive, and performance-driven team environment focused on professional growth
- Serve as a technical and strategic advisor to senior management on infrastructure and operations matters
- Maintain strong knowledge of infrastructure technologies, including Windows-based environments and key end-user computing platforms/services
- Oversee identity and access management, security controls, vulnerability management, and system hardening as required
- Ensure compliance with financial services regulatory requirements, security standards, and internal controls
- Monitor industry trends, emerging technologies, and vendor offerings to inform roadmap and investment decisions
Skills
- This is a remote role that may only be hired in the following location(s): Arizona or North Carolina
- Bachelor's Degree and 8 years of experience in Technology Delivery, Project, Program, or Portfolio Management
- High School Diploma or GED and 12 years of experience in Technology Delivery, Project, Program, or Portfolio Management
- Strong people manager with experience leading managers and technical teams
- Deep understanding of enterprise infrastructure in regulated environments
- Experience supporting end-user teams and production operations
- Windows-based infrastructure experience (engineering, design, implementation)
- Knowledge of networking, infrastructure hardware, and enterprise software platforms
- Experience with access management, security controls, and vulnerability management
- Financial services or similarly regulated industry experience preferred
- Strong communication, leadership, and stakeholder management skills
- Experience with DEX or similar tools
Benefits
- Remote role that may only be hired in Arizona or North Carolina
Company Overview