- Company Name
- Santander Bank, N.A.
- Job Title
- Vice President, End User Technology: VIP Support
- Job Description
-
**Job Title**
Vice President, End User Technology: VIP Support
**Role Summary**
Deliver high‑touch, white‑glove technology support to senior executives and board members, ensuring seamless, secure, and reliable service across all devices, platforms, and collaboration tools. Operate with professionalism, discretion, and urgency while maintaining compliance with information security and risk standards.
**Expectations**
- Provide proactive, world‑class service aligned with operational excellence and risk management.
- Manage incidents, requests, and support services for executive users through ServiceNow and related ITSM platforms.
- Maintain strict confidentiality and integrity in all executive interactions.
- Collaborate with cybersecurity, infrastructure, and risk teams to meet regulatory and internal compliance.
- Identify recurring issues and recommend improvements to reduce downtime and enhance the executive experience.
**Key Responsibilities**
- Serve as primary point of contact for technology issues affecting executive offices, meetings, and travel.
- Diagnose and resolve complex problems on Windows 11, iOS (iPhone/iPad), macOS, Android, and enterprise tools (Microsoft 365, Teams, Outlook).
- Provide A/V support for meetings, presentations, and video conferences in executive and boardrooms.
- Support network connectivity (VPN, Wi‑Fi, remote access), printers, and peripheral devices.
- Manage VIP‑related incidents and requests, ensuring accurate documentation, prioritization, and escalation.
- Participate in device refresh, mobility, and collaboration technology initiatives across U.S. operations.
- Evaluate and deploy new tools that enhance executive user experience and reliability.
**Required Skills**
- Expert troubleshooting of endpoint technologies (Windows, macOS, iOS, Android).
- Strong Microsoft 365 administration, Intune, SCCM, and remote support platform expertise.
- Proficiency with ServiceNow or comparable ITSM system.
- Knowledge of enterprise networking, endpoint security, data protection, and user access controls.
- Exceptional communication, interpersonal, and problem‑solving abilities.
- Ability to work under pressure, manage sensitive situations, and uphold confidentiality.
- Customer‑first mindset with a focus on anticipating and exceeding executive needs.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 9+ years in client PC technologies and support services; 7+ years in IT end‑user support, including 3+ years in VIP/executive support.
- ITIL Foundation certification (or equivalent service management training).
- Spanish language proficiency preferred.
- Experience in financial services or regulated environments is highly desirable.