• Manages and maintains account verticals by providing leadership, direction, and guidance to staff as well as day-to-day operational activities to achieve the company’s long and short-range goals and business objectives• Senior oversight of IT Support and Service Teams, manages the department’s work teams and units including; Instructional Technology, Help Desk, Media and Audio-Visual, Server and Network Administration, and Communication services• Assists the Director of Information Technology in creating and implementing policies, procedures, and standards, Manages CX/UX and technical services support models that address and bring resolution to the technical necessities of the industry• Directs Project Teams to assess and improve technical operations and resolve client issues | Leads teams in the design and implementation of customer support and technical support models that address and align with current needs | Makes recommendations for technical improvements to business processes• Analyzes, develops and recommends plans and solutions to improve operational efficiencies and methodologies that will expedite or enhance the operational, development, and business process• Identifies and facilitates professional development opportunities for staff to support growth and professional development.• Maintains appropriate business continuity procedures• Complies with all banking laws, and regulations, and maintains the confidentiality of bank and customer information

•In cooperation with local operations staff provides Symantec backups and restore that adheres to the overall disaster recovery business continuity plan. •Responsible for Desktop/Laptop inventory maintenance and hardware/software license management. •Responsible for issuing SSL certificates to remote workers as well as client credit unions •Provide 7/24/365 oncall after hours support•Serves as the technical and communications liaison to and from stakeholders and office key users for Vantiv communications, initiatives, needs assessments, etc. •Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, operating systems and other software •Provides new staff with PC/account setup and orientation. •Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure). Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the Network, Developers and in accordance with established SLAs. •Serves as the IT point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment. •Responsible for monitoring building video cameras to ensure that they are performing completed surveillance of all Vantiv Dallas doors on a regular basis. •Responsible for managing the Picture Perfect Badge System (PPO), including creating new badges, disabling, and granting door rights to users. •Responsible for creating and managing Virtual PCs•Provides support for cell phone connectivity to email, and other basic troubleshooting

•Responsible for continuous high service level of desktop support personal •Responsible for work assignments, time management, metrics reports and review of desktop tickets•Meet with clients to prevent and resolve issues relating to support•Provided input in regards to hiring, disciplinary actions and terminations of personnel•Maintain detailed knowledge of concepts, practices, and procedures used within Desktop Services•Supporting all tasks as assigned by the Delivery Service Manager