AVP Technology Connection

Tower • Laurel, MD

1d • Hybrid

About The Position

The AVP, Technology Connection provides strategic and operational leadership for all end‑user technology services at Tower Federal Credit Union. This role oversees three integrated teams; Help Desk, Identity & Access Management (IAM), and Digital Workspace to deliver secure, seamless, and human‑centered technology experiences that empower employees to serve members with excellence. Accountable for the full lifecycle of end-user hardware, software, and digital solutions. The position sets vision, builds processes, and drives adoption across devices, applications, identity, and collaboration platforms. The role champions customer-centric outcomes by using data, feedback, and journey insights to improve productivity, reduce friction, and elevate the digital employee experience (DEX). Beyond day-to-day operations, the AVP shapes strategy, roadmaps, and investments. This position leads change and cross-functional initiatives and ensures governance, security and compliance are consistent with financial service standards.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field
• Eight-ten years in end‑user technology, service management, or IAM
• Five years of people leadership with multi-team or multi-functional scope
• Or a combination of equivalent education and experience
• Certifications such as ITIL, CISM/CISSP, CompTIA Security+, Azure, M365, PMP or Agile/SAFe.
• Demonstrated success leading Help Desk, Digital Workspace/Endpoint Management, or IAM in a regulated environment.
• Proven ability to design and execute strategy, manage budgets, and deliver measurable outcomes.
• Financial services or credit union experience preferred; familiarity with NCUA/FFIEC guidance and GLBA requirements.
• Ability to see the big picture and translate vision to actionable plans.
• Ability to empathize with users and the ability to design solutions that reduce friction and elevate experience.
• Ability to build resilient processes, SLAs, and continuous improvement loops.
• Ability to integrate controls without sacrificing usability and champions zero-trust principles.
• Ability to uses telemetry, analytics, and feedback to prioritize investments.
• Ability to communicates clearly, aligns stakeholders, and measures adoption outcomes.
• Ability to partner across business units and vendors and build trust and momentum.
• Knowledge of and familiarity with enterprise systems, cloud platforms, and network operations.
• Knowledge of and familiarity with Asset, Service, and Knowledge management solutions.
• Skills with tools for system monitoring, alerting, and escalation.
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Nice To Haves

• Financial services or credit union experience preferred; familiarity with NCUA/FFIEC guidance and GLBA requirements.

Responsibilities

• Builds inclusive, high-performing teams; develops leaders and specialists; fosters service mindset and human-centered design practices.
• Defines the Technology Connection strategy and roadmap for end-user solutions, aligned to organizational goals, member service excellence, and risk posture.
• Champions a people-first, customer-centric approach through employee experience (EX) improvements to member outcomes and operational efficiency.
• Acts as a strategic liaison with vendors and internal stakeholders to implement scalable, secure, and user-friendly technologies.
• Monitors emerging trends and evaluates new solutions through cost-benefit analysis to advance organizational capabilities.
• Establishes and monitors department SLAs (Service Level Agreements).
• Matures ITSM practices (incident, request, knowledge) with clear SLAs/OLAs .
• Maintains staffing plans that ensure customers always have access to timely, reliable support, regardless of time or day.
• Develops and oversees departmental budgets to ensure alignment with organizational goals and financial accountability.
• Manages the end‑user asset lifecycle (procurement, provisioning, configuration, patching, refresh, retirement) across laptops/desktops, mobile devices, peripherals, and collaboration hardware.
• Ensures departmental readiness and contribution to internal and external audits, including providing documentation, evidence and response for areas related to end-user technology, IAM, and service management.

Benefits

• All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.
• Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive