AVP Technology Connection
TowerTower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.
Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.
HOURS FOR POSITION: Monday - Friday, 40 hour work week. Hybrid-4 days a week onsite
Hiring Range - $154,888-$193,611
Summary of Position
The AVP, Technology Connection provides strategic and operational leadership for all endâuser 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 humanâcentered 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.
Principal Accountabilities and Functions
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Builds inclusive, high-performing teams; develops leaders and specialists; fosters service mindset and human-centered design practices. |
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Defines the Technology Connection strategy and roadmap for end-user solutions, aligned to organizational goals, member service excellence, and risk posture. |
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Champions a people-first, customer-centric approach through employee experience (EX) improvements to member outcomes and operational efficiency. |
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Acts as a strategic liaison with vendors and internal stakeholders to implement scalable, secure, and user-friendly technologies. |
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Monitors emerging trends and evaluates new solutions through cost-benefit analysis to advance organizational capabilities. |
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Establishes and monitors department SLAs (Service Level Agreements). |
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Matures ITSM practices (incident, request, knowledge) with clear SLAs/OLAs . |
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Maintains staffing plans that ensure customers always have access to timely, reliable support, regardless of time or day. |
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Develops and oversees departmental budgets to ensure alignment with organizational goals and financial accountability. |
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Manages the endâuser asset lifecycle (procurement, provisioning, configuration, patching, refresh, retirement) across laptops/desktops, mobile devices, peripherals, and collaboration hardware. |
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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. |
Required Qualifications
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Bachelor’s degree in Information Technology, Computer Science, Business, or related field |
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Eight-ten years in endâuser technology, service management, or IAM |
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Five years of people leadership with multi-team or multi-functional scope |
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Or a combination of equivalent education and experience |
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Certifications such as ITIL, CISM/CISSP, CompTIA Security+, Azure, M365, PMP or Agile/SAFe. |
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Demonstrated success leading Help Desk, Digital Workspace/Endpoint Management, or IAM in a regulated environment. |
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Proven ability to design and execute strategy, manage budgets, and deliver measurable outcomes. |
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Financial services or credit union experience preferred; familiarity with NCUA/FFIEC guidance and GLBA requirements. |
Knowledge, Skills and Abilities
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Ability to see the big picture and translate vision to actionable plans. |
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Ability to empathize with users and the ability to design solutions that reduce friction and elevate experience. |
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Ability to build resilient processes, SLAs, and continuous improvement loops. |
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Ability to integrate controls without sacrificing usability and champions zero-trust principles. |
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Ability to uses telemetry, analytics, and feedback to prioritize investments. |
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Ability to communicates clearly, aligns stakeholders, and measures adoption outcomes. |
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Ability to partner across business units and vendors and build trust and momentum. |
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Knowledge of and familiarity with enterprise systems, cloud platforms, and network operations. |
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Knowledge of and familiarity with Asset, Service, and Knowledge management solutions. |
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Skills with tools for system monitoring, alerting, and escalation. |
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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. |
Working Conditions
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Ability to routinely perform work on a computer for an average of 4–6 hours per day, when necessary. |
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Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate. |
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Ability to travel to other TFCU facilities, in compliance with ADA |
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Ability to lift up to 50 lbs., with or without assistance, in compliance with ADA. |