Title: GVP, Senior Technical Support Manager
Department: IT/Banking Operations Department/eBanking
Reports to: Senior Vice President/ IT & Banking Operations/eBanking
Status: Exempt/ Full Time
I. Summary As a key deputy to the SVP of IT & Banking Operations, the Group Vice President (GVP), Senior Technical Support Manager will provide strategic leadership and operational oversight for the Bank's IT infrastructure, FIS system administration, cybersecurity framework, and disaster recovery planning. This role is responsible for supporting executive-level technology planning, ensuring high-performance technology systems, and driving bank-wide initiatives that require cross-departmental collaboration.
The GVP will serve as a senior technology advisor, manage critical vendor relationships, and support digital transformation efforts while ensuring regulatory compliance. The individual will lead and mentor technical teams, support senior leadership decision-making with data-driven insights, and provide executive representation across major banking technology initiatives.
II. Essential Responsibilities and DutiesStrategic IT Leadership & Planning - Act as the deputy to the SVP in overseeing enterprise-wide IT operations, initiatives, and strategic planning efforts.
- Drive digital transformation efforts by aligning technology solutions with long-term business objectives.
- Provide technology vision and leadership across banking operations, influencing innovation, system optimization, and continuous improvement.
FIS System Administration & Integration - Lead enterprise-level oversight of FIS banking systems; ensure functionality, security, and integration with core banking platforms.
- Monitor system performance, oversee patch management, and manage user access governance.
- Work closely with banking operations to resolve FIS-related issues and implement process improvements.
Enterprise Network & Security Management - Supervise IT security infrastructure and risk mitigation strategies, including incident response planning and regulatory compliance.
- Evaluate and approve key system enhancements, policy changes, and performance optimizations.
- Ensure the alignment of network security policies with federal and state regulatory guidelines.
- Understand and evaluate network topologies to ensure seamless communication and system efficiency.
- Analyze system interdependencies and network architecture to improve troubleshooting and optimization efforts.
Executive Technical Support & Problem Resolution - Oversee end-user support operations and escalated troubleshooting for executive and high-priority issues.
- Directly support and advise senior leadership on enterprise technology usage, performance, and enhancements.
- Establish and monitor KPIs for technical support performance across all bank locations.
Disaster Recovery & Business Continuity - Champion and oversee the development, testing, and implementation of the bank's disaster recovery program.
- Ensure alignment of DR plans with overall business continuity strategies and regulatory requirements.
Vendor Management & Contract Oversight - Serve as the executive sponsor for key IT vendors, managing high-value contracts and ensuring SLA compliance.
- Oversee evaluation of third-party software and hardware for compatibility and strategic fit.
Compliance, Training, & Documentation - Maintain oversight of IT policies, regulatory requirements, and ongoing audit readiness.
- Provide executive-level education and training to department leaders on IT compliance and cybersecurity practices.
- Ensure enterprise IT documentation is accurate, up to date, and accessible.
Cross-Functional Project Leadership - Lead or co-chair large-scale cross-departmental projects such as system upgrades, digital banking innovations, and technology transitions.
- Collaborate with other senior executives to ensure alignment across functional areas and support bank-wide objectives.
III. Leadership Skills and Capabilities Required - Demonstrated ability to lead cross-functional teams, drive enterprise initiatives, and influence executive-level decision-making.
- Strong interpersonal and communication skills with the ability to present complex technical topics to senior leadership.
- Executive presence, with a proven ability to build relationships and represent the bank in internal and external engagements.
- Deep commitment to continuous improvement and innovation in technology and operations.
IV. Technical and Functional Proficiency - Deep expertise in FIS systems, Microsoft Windows Server, Office Suite, networking protocols, routers, switches, and cybersecurity.
- Working knowledge of IT compliance, including FFIEC and GLBA regulatory standards.
- Familiarity with audiovisual systems and IT support tools is a plus.
V. Minimum Qualifications Education: Bachelor's degree in Information Technology, Computer Science, or a related field; advanced degree preferred.
Experience: At least 7 years in a professional IT role, with 5 years in a leadership or managerial position directly relevant to banking operations and systems.
Other Requirements: Occasional travel to branches required. Must be able to lift equipment (up to 50 lbs) as needed for on-site troubleshooting.