Vice President, End User Technology: VIP Support

Santander

1d•Onsite

About The Position

The End User Technology VIP Support Specialist provides high-touch, white-glove technology support to Santander’s senior executives, board members, and other critical business leaders. This role is accountable for delivering a seamless, secure, and reliable technology experience across all devices, platforms, and collaboration tools. Operating with the highest level of professionalism, discretion, and urgency, the specialist ensures that executive users receive proactive, world-class service in alignment with Santander’s operational excellence and risk management standards. This is a full-time, on-site position based at Santander’s office located at 437 Madison Avenue, New York, NY. The role requires presence in the office five (5) days per week.

Requirements

Bachelor’s degree in information Technology, Computer Science, or a related field.
9+ Years Experience with client (PC) technologies and support services.
7+ years of experience in IT end-user support, including 3+ years in VIP or executive support.
Expertise in Microsoft 365 administration, endpoint management tools (Intune, SCCM), and remote support platforms.
Proven ability to troubleshoot across multiple environments (Windows, macOS, iOS, Android).
Familiarity with ServiceNow or similar ITSM platforms.
Exceptional communication, interpersonal, and problem-solving skills, with a customer-first mindset.
Demonstrated ability to work under pressure and manage sensitive situations with tact and professionalism.
Understanding of enterprise networking, endpoint security, and data privacy controls.
Customer Focus: Anticipates executive needs and delivers a seamless user experience.
Technical Mastery: Deep knowledge of endpoint technologies, collaboration tools, and security practices.
Integrity & Confidentiality: Manages all executive interactions with the highest ethical and privacy standards.
Collaboration: Works effectively across Technology, Security, and Risk teams to maintain service quality.
Adaptability: Thrives in a fast-paced, high-visibility environment with evolving priorities.

Nice To Haves

Spanish language proficiency preferred.
Experience supporting financial services or regulated environments.
Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Experience in Microsoft Office products.
ITIL Foundation certification or equivalent service management training.

Responsibilities

Executive & VIP Support Provide personalized, end-to-end technology support for C-suite executives, senior leaders, and other VIP stakeholders.
Serve as the primary point of contact for technology-related issues impacting executive offices, meetings, and travel.
Deliver white-glove service for hardware, software, mobile, and collaboration systems with an emphasis on discretion, efficiency, and communication quality.
Technology Operations & Incident Management Diagnose and resolve complex technical issues involving Windows 11, iOS devices (iPhone/iPad) and enterprise tools such as Microsoft 365, Teams, and Outlook.
Support network connectivity (VPN, Wi-Fi, remote access), printers, and peripheral devices used by executives.
Manage VIP-related incidents and requests through ServiceNow, ensuring accurate documentation, prioritization, and escalation where appropriate.
Provide on-site and remote A/V support for meetings, presentations, and video conferences in executive offices and boardrooms.
Security & Compliance Ensure all activities align with Santander’s Information Security and Technology Risk standards, including device encryption, data protection, and user access controls.
Partner with Cybersecurity, Infrastructure, and Risk teams to maintain compliance with internal and regulatory requirements.
Maintain strict confidentiality in all executive interactions and technology operations.
Continuous Improvement & Project Support Participate in device refresh, mobility, and collaboration technology initiatives across Santander’s U.S. operations.
Contribute to the evaluation and deployment of new tools that enhance the executive user experience.
Identify recurring issues and recommend proactive solutions to improve reliability and reduce downtime.