Enterprise Support & Service Operations
- Own the end-to-end performance of Service Desk and End User Computing support services, including service quality, capacity, productivity, customer satisfaction, and operational health.
- Advance ITIL and ITSM maturity across incident, request, problem, knowledge, major incident, service-level management, and continual improvement practices.
- Establish and govern KPIs, SLAs, OLAs, experience measures, first-contact resolution, backlog, escalation, productivity, reliability, and service-quality metrics.
- Serve as the senior escalation point for critical employee-impacting incidents, executive support matters, and systemic service failures.
Employee Experience, Automation & Continuous Improvement
- Champion a secure, user-centered digital workplace that supports office, remote, and hybrid employees.
- Advance AI-assisted support, intelligent automation, self-service, knowledge-centered service, proactive issue detection, and automated remediation.
- Use service analytics, employee feedback, root-cause analysis, and industry benchmarks to eliminate recurring issues, reduce demand, and improve service reliability.
- Balance employee experience with security, compliance, cost, risk, and enterprise architecture requirements.
Digital Workplace Strategy & Leadership
- Define and execute the enterprise roadmap for digital workplace services, end-user support, automation, service modernization, and employee technology experience.
- Align technology investments, workforce models, service capabilities, and performance standards with business priorities and evolving employee needs.
- Advise executive leadership on digital workplace strategy, service performance, technology adoption, operational risk, and investment priorities.
Financial, Vendor & Commercial Management
- Manage operating budgets, workforce plans, forecasts, investment proposals, and cost-optimization strategies for digital workplace and support services.
- Govern third-party providers, contractual performance, service levels, financial commitments, operational risks, and continuous-improvement obligations.
- Partner with Sourcing, Vendor Management, Finance, Legal, Risk, and Technology leadership on vendor selection, contract negotiations, renewals, sourcing models, and service transitions.
- Establish measures for service cost, resource utilization, provider performance, productivity, and return on technology investments.
Organizational Leadership & Workforce Development
- Build and develop high-performing digital workplace, Service Desk, and End User Computing leaders and teams.
- Foster a culture of accountability, ownership, innovation, customer focus, operational discipline, and professional excellence.
- Transform support teams from reactive ticket-processing functions into proactive, consultative, and solution-oriented technology partners.
- Establish workforce strategies, succession plans, career pathways, capability requirements, and performance expectations aligned with the digital workplace roadmap.
Enterprise Program & Transformation Leadership
- Lead complex digital workplace, EUC, automation, and support transformation programs from strategy and business-case development through implementation and operational adoption.
- Establish program governance, financial requirements, resource plans, timelines, risk strategies, communications, and measurable success criteria.
- Ensure initiatives are delivered within approved scope, schedule, budget, risk tolerance, and business objectives.
- Maintain executive visibility into program performance, dependencies, investment requirements, adoption, risks, and realized business outcomes.
Risk, Compliance & Service Governance
- Establish governance and operational controls for digital workplace and support services within a regulated financial services environment.
- Maintain alignment with applicable FDIC, PCI-DSS, SOX, ITGC, SOC 1, SOC 2, security, privacy, records-management, and internal control requirements.
- Partner with Risk, Audit, Compliance, Legal, and Cybersecurity to maintain audit readiness and remediate control deficiencies and emerging risks.
- Integrate risk and control requirements into service design, vendor oversight, technology deployments, operational processes, and transformation initiatives.
Stakeholder & Business Relationship Management
- Serve as the principal relationship owner for digital workplace and employee support services across business and technology leadership.
- Build strategic partnerships that align service capabilities with operational priorities, workforce requirements, and employee needs.
- Communicate service performance, investment requirements, risks, transformation progress, and improvement outcomes with executive-level credibility.
- Represent Digital Workplace & Support Services in enterprise governance, planning, risk, and investment forums.
Qualifications
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related discipline.
- 7+ years of progressive IT experience, including 5+ years leading multiple support teams and support leaders.
- Demonstrated leadership of both Service Desk and End User Computing organizations.
- Proven success leading large-scale operational transformation, process improvement, and support modernization.
- Experience with automation, self-service, workflow optimization, knowledge management, and enterprise technology initiatives.
- Strong project/program management experience.
- ITIL Foundation required; ITIL Managing Professional, PMP, Lean Six Sigma, or equivalent preferred.
- Experience in highly regulated environments subject to PCI-DSS, SOX, FDIC, SOC, ITGC, or similar requirements.
- Experience with ServiceNow, workflow automation, knowledge management, endpoint management, and operational reporting/analytics platforms.
Summary of Qualifications
- Strong executive presence with the ability to influence stakeholders and drive organizational change.
- Proven ability to build high-performance teams, improve engagement, and transform organizational culture.
- Deep knowledge of ITSM, ITIL, Service Desk, EUC, and enterprise support operations.
- Strong operational management, workforce planning, service delivery, and continuous improvement capabilities.
- Excellent analytical, problem-solving, decision-making, communication, and executive presentation skills.
- Ability to translate business objectives into actionable operational strategies.
- Strong understanding of automation, AI-assisted support, workflow optimization, and digital transformation.
- Experience managing KPIs, SLAs, OLAs, customer satisfaction, productivity, resolution, escalation, and reliability metrics.
- Results-oriented, solution-focused leader who can independently manage competing priorities with minimal supervision.
- Willingness and ability to assume additional responsibilities as business needs evolve.
Leadership Competencies
- Ownership: Accountable for outcomes and results.
- Execution Excellence: Delivers measurable results through disciplined operations.
- Continuous Improvement: Eliminates waste and continuously improves processes and performance.
- Innovation: Leverages technology, automation, AI, and creative thinking to modernize support.
- People Development: Builds teams, develops leaders, and strengthens organizational capability.
- Customer Focus: Prioritizes employee experience and business outcomes.
- Change Leadership: Drives cultural, organizational, and operational transformation.
- Solution Orientation: Solves systemic problems rather than maintaining the status quo.
- Operational Discipline: Uses data, metrics, governance, and accountability to drive sustainable performance.
- Some travel to Cardworks & Merrick Bank locations may be required
Ideally, the qualified candidate will work at one of the following location(s): Woodbury, NY, Orlando, FL, South Jordan, UT.
The salary range for this position, if located in NY Metro/NY State is $137,853 to $153,170. However, please note that the salary range will vary for other geographic areas.
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Our Employee Value Proposition
- Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
- Benefits Package -Medical, Dental, and Vision (plus much more)
- 401(k) Plan with Company Match
- Short- & Long-Term Disability
- Wellness Programs
- Group Life and AD&D Insurance
- Paid Vacation, Sick Days and bank Holidays
- Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.
