Head of IT Operations

JOB SUMMARY:

The Head of IT Operations leads Cash Depot's IT Operations function and the Green Bay and Oshkosh data centers. This role provides the technical judgment, operational planning, and people leadership that keep services reliable, security controls effective, support responsive, and compliance remediation on time. This is a hands-on role that includes assessing designs, troubleshooting critical issues, and guiding a small specialist team.

The Head of IT Operations reports to the Chief Technology Officer. The scope includes infrastructure, networking, the Green Bay and Oshkosh data centers, security and compliance, and the help desk. Direct reports include the Infrastructure and Networking, Security and Compliance, and Help Desk leads or specialists.

ESSENTIAL FUNCTIONS / DUTIES & RESPONSIBILITIES:

Operations Leadership & Planning

- Set the Operations roadmap, operating budget recommendations, staffing priorities, vendor expectations, and infrastructure lifecycle plan. - Coach staff, build backup coverage for key responsibilities, manage vendors, and maintain usable operational documentation.

Infrastructure Reliability & Capacity

- Own reliability and capacity for VMware, servers, storage, networks, firewalls, connectivity, and data center infrastructure. - Keep firewalls and infrastructure updated, securely configured, and maintained under documented controls.

Incident, Change & Recovery Management

- Lead monitoring, incident management, root-cause follow-up, change management, and documented after-hours coverage. - Own backup and restoration readiness, disaster recovery planning, and recovery exercises with Engineering and business stakeholders.

Security & Compliance

- Manage Security and Compliance activities covering PCI DSS, PCI PIN audits, SOC compliance, penetration testing, audit evidence, and remediation. - Ensure findings get owners and timely corrective action.

Employee Support & Help Desk

- Lead employee support, access administration, asset management, and help desk service improvement.

Engineering Coordination & Reporting

- Coordinate production releases and incidents with Engineering. - Present material risks and investment recommendations to the CTO.

AI Initiatives

- Partner with the Head of AI & Automation on service readiness, access, vendor controls, monitoring, support, and operating costs. - Security and Compliance reviews AI risks across both departments.

Authority & Working Relationships

- Direct Operations staff and vendors within approved budgets and policies.

• Approve operational changes within delegated authority, and escalate material risks, major spending, and unresolved cross-department priorities.

- Preserve direct CTO access for Security and Compliance escalations. - Partner with Engineering on application dependencies and with business owners on service expectations.

REQUIREMENTS: (Education, Experience, Skills, Abilities)

- Demonstrated success leading infrastructure or IT Operations teams, including hands-on technical work and staff development. - Strong practical knowledge of virtualization, networking, firewalls, storage, backup and recovery, monitoring, and data center operations. - Experience managing production incidents, infrastructure changes, vendor relationships, budgets, and security remediation. - Experience supporting audited control environments and turning audit and testing findings into operational action. - Clear communication, sound prioritization, and willingness to coordinate critical incidents and planned maintenance outside normal hours. - Preferred: Multi-site data center experience and VMware expertise. - Preferred: PCI DSS or PCI PIN exposure and SOC audit support. - Preferred: Payment processing or ATM industry experience. - Preferred: Relevant education or equivalent practical experience.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, stoop, use hands to finger, handle or feel, and reach with hands and arms. The Team Member is also required to perform frequent repetitive hand and wrist motion, including keyboarding.

The Team Member may occasionally be required to lift and/or move office materials and supplies, typically up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and other office equipment.

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 am to 5:00 pm, with occasional overtime as business needs require.

OTHER DUTIES:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required for this role. Duties, responsibilities, and activities may change at any time with or without notice to meet the ongoing needs of the organization.