Regional IT Support Manager - Harlingen, TX

Position Summary

The Regional IT Support Manager will be responsible for overseeing IT Support personnel and daily operations within the department. Will help determine the IT needs of the organization and bridge the gap between vision and execution. Will be responsible for coordinating, planning, and leading IT-related activities to fulfill the organization’s information systems requirements.

Principal Duties And Responsibilities

• Ensure the smooth operation of IT systems and services, including day-to-day operations, system maintenance, upgrades, and troubleshooting.
• Manage and lead the IT support team, providing technical guidance, training, and mentorship.
• Supervise and support Office 365 applications (Outlook, Teams, OneDrive) to ensure seamless collaboration and productivity.
• Lead incident response and problem resolution, ensuring timely issue resolution and minimal downtime.
• Establish and monitor SLAs (Service Level Agreements) and KPIs to maintain high service standards.
• Understand data security policies and compliance with financial industry regulations (e.g., SOC 2, PCI DSS, GDPR).
• Ensure proper access controls and identity management across all platforms.
• Collaborate with internal/external auditors during IT audits.
• Act as the primary liaison between the IT department and business units, ensuring alignment with organizational goals.
• Collaborate with third-party vendors, cloud service providers, and managed services, and TRB Infrastructure to ensure efficient operations.
• Provide regular updates and reports to senior management on IT performance, risks, and improvement initiatives.
• Collaborate with vendors, negotiate contracts, and manage relationships with external service providers. Optimize the use of resources to maximize value for the organization.
• Identify problematic areas and implement strategic solutions in time.
• Provide guidance, support, and supervision to team members, assign tasks, and ensure the team’s skills and expertise align with the organization’s needs.
• Foster a collaborative work environment, encourage professional development, mentor direct reports, and conduct performance evaluations.
• Assist in managing the IT budget. Assess cost-effectiveness and allocate resources effectively, making informed decisions about technology investments.
• Ensure IT offices maintain a revolving inventory of hardware and supplies.
• Collaborate with vendors, negotiate contracts, and manage relationships with external service providers. Optimize the use of resources to maximize value for the organization.
• Oversee IT projects from initiation to completion. Define project scopes, create project plans, allocate resources, and monitor progress.
• Contribute to the development and implementation of IT strategies that align with the organization’s goals and objectives.
• Oversee IT hardware and software upgrades. Assess criticality, risk, and testing prior to rollout. Ensure all applicable data is documented in the organization’s change control management system.
• Manage Service Level Agreements and monitor system performance. Handle incident responses through problem resolution. Minimize disruptions and maintain high levels of service availability.
• Work closely with other department managers to assess their needs and maintenance of ongoing business functions.
• Promote the expansion and upkeep of documentation for IT processes within the knowledge base repository.
• Promptly adapt to a change in work schedule to meet business needs within or outside of standard operating hours.
• Other duties as assigned
  
  

Other Responsibilities

• Support and promote the Bank vision, mission and core values, organizational structure and policies and procedures.
• Remain highly focused, able to rapidly determine key priorities, clearly communicate the priorities and ensure resources are properly aligned.
• Work under high pressure situations in a stressful atmosphere while remaining composed.
• Provide a strong, compassionate and visible leadership, which fosters positive attitudes and trust among employees, customers, and prospects.
• Comply with federal and state regulations as well as all established Bank policies and procedures.
• Other duties as assigned.
  
  

Qualifications, Education And Experience Requirements

• High School diploma and five (5) years of work experience in related field
• 2 years of experience in IT support management, preferably in the financial industry.
• Technical, analytical and interpersonal skills required
• Ability to manage personnel, accompanied with advanced leadership and conflict management skills
• Excellent communication skills (written and verbal)
• Work efficiently in a collaborative team environment
• Hands-on experience with Office 365 administration (Exchange, SharePoint, Teams, OneDrive).
• Some knowledge of banking systems and their integration in financial services.
• Understanding of networking, firewalls, and security protocols.
• Strong organizational skills and ability to multi-task in a business environment
• Knowledge of Fiserv Premier applications a plus
• Must be able to be physically present in the Bank to perform job duties.
• Texas Regional Bank is an Equal Opportunity Employer