Position Overview

The SVP User Support & IT Risk is responsible for overseeing the day-to-day and strategic efforts of the Information Technology Helpdesk, User Provisioning, Desktop Support, Vendor Management and Business Continuity Management staff. This role reports directly to the SVP, Chief Technology Officer. The incumbent can work out of Aurora Main, Westmore or Downer's Grove location.

Essential Job Functions

• Oversee the daily responsibilities of each team and be a leader in strategic initiatives and projects for each team. Be proactive in identifying areas for improvement.
• Collaborate with the various teams and business units on projects and initiatives.
• Oversee the Help Desk and Desktop Support areas to set priorities and ensure resolution of work orders within assigned timeframes.
• Oversee the User Provisioning staff ensuring add moves and changes are performed in a timely manner.
• Manage the Business Continuity Management program within IT. Ensure that the program is meeting both Bank and regulatory standards.
• Responsible for the Business Vendor Management program within IT. Ensure that the program is meeting both Bank and regulatory standards.
• Facilitate ongoing discussions with key IT resources regarding servicing tickets and Service Level Agreements
• Maintain a high level of service in all responsible areas
• Work with applicable teams to evaluate and make decisions regarding available software upgrades, patches to determine need/feasibility of installing in the Bancorp's environment.
• Work with the desktop support team to evaluate and make decisions regarding hardware upgrades in response to software changes.
• Participation in monthly department status meetings and governance committees as applicable.
• Participation and support of the corporate Crisis Management/Incident Response programs
• Ongoing management and preparedness for defending and containing virus/malware related events in concert with the Information Security department.
• Oversee and ensure end user security provisioning processes and procedures are designed and effectively functioning.
• Take ownership of Human Resources management duties including performance management (corrective action, positive reinforcement), performance appraisals, and employee development.
• Remain knowledgeable of technical industry advancements and comply with all requirements concerning responsibilities.
• Aid in external and regulatory audit exams as necessary for each responsible team
• Train and mentor staff to develop skills within each team and foster a positive team culture.

Minimum Requirements

• College or Trade School Degree in Computer Science (or related) and a combination of 7 or more years of helpdesk, desktop, and/or provisioning support leadership; or equivalent combination of education and experience.
• Previous management experience required.

Competencies

• Strong knowledge of FFIEC regulatory guidelines or other applicable control frameworks
• Professional appearance and demeanor.
• Flexible work schedule - must be available for on call duties to respond to problems.
• Work well under pressure to solve problems in an effective and timely manner.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other duties as assigned to meet the ongoing needs of the organization.