Information Technology Operations Manager

WHO WE ARE

City First Bank N.A. is a mission-driven Community Development Financial Institution (CDFI) principally focused on a transformative impact in underserved, urban markets with the highest needs to drive equitable economic development. Our credit activities are purely commercial and focused on the following segments: Multifamily Affordable Housing, Not-for-Profit Finance, and Small Business Finance. As a depository and commercial lending provider with over $1.3 billion in bank assets as of December 31, 2025, our unified organization has over 100 employees in Washington DC and Los Angeles/Inglewood, CA.

ROLE SUMMARY

The Information Technology Operations Manager is responsible for the leadership and day-to-day management of the Bank's technology operations, infrastructure, engineering, and end-user support functions. Reporting to the Director of Information Technology, this role ensures reliability, security, scalability, and performance of the Bank's technology environment while delivering exceptional service to employees across all locations.

The IT Operations Manager oversees support services, network and systems infrastructure, cloud platforms, technology engineering initiatives, and operational processes that support the Bank's mission and business objectives. This leader partners closely with business stakeholders, vendors, and technology teams to drive operational excellence and resiliency, and implement technology solutions that enable growth, regulatory compliance, and an outstanding employee experience. As a key member of the IT team, the Operations Manager fosters a culture of continuous improvement, service excellence, accountability, and innovation while ensuring that technology services remain secure, efficient, and aligned with the strategic goals of City First Bank.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Oversee the daily operation and administration, maintenance, and security of systems, servers, endpoints, network infrastructure, telecommunications systems, and related technologies.
• Develop and sustain a high-performing, collaborative IT culture that promotes accountability, continuous learning, innovation, and service excellence.
• Lead and deliver complex technology projects and initiatives from planning through implementation and ongoing support.
• Develop, analyze, and present technology operational metrics, key performance indicators (KPIs), and risk indicators to senior leadership and executive stakeholders.
• Manage and oversee the user lifecycle management process, including employee onboarding, transfers, role changes, and offboarding, ensuring timely and accurate provisioning and deprovisioning of system access, hardware, software, and related technology resources.
• Ensure all critical data is securely backed up and recoverable by maintaining effective backup, recovery, disaster recovery, and business continuity capabilities.
• Maintain oversight of patch management, system updates, and vulnerability remediation programs.
• Ensure hardware, software, and technology remain operational, properly maintained, inventoried, and aligned with organizational needs.
• Support regulators, auditors, and examiners by coordinating responses to audit findings, recommendations, and examination requests.
• Manage relationships with third-party technology vendors, service providers, and consultants, including service reviews, and performance management.
• Oversee user support operations, ensuring prompt resolution of technology incidents and service requests meeting define SLAs.
• Stay informed regarding emerging cybersecurity threats, technology trends, and regulatory developments affecting financial institutions.
• Perform other duties and special projects as assigned.