AVP Modern Workforce Technology Lead

Job Location US-DE-Wilmington
Regular Full-Time


Serve as an IT ambassador for multiple corporate locations and additional remote users.  Accountable for overseeing the deploying and troubleshooting of hardware and software, including desktop, telephony, virtual environments, mobile device management, network, video conferencing, print/scan, and other technologies.  Lead architect and ongoing maintenance for a variety of technologies in the end user compute space.  Represent the MWT organization, often coordinated with IT teams (e.g. Network, System Administration, Cybersecurity) and/or Business leads/Executives to deliver holistic services to end-users, ensuring a complete experience that exceeds expectations. Lead project initiatives and other operational activities.


Essential Functions

  1. Engages with business leaders to maintain alignment between IT capabilities and business needs. Develops and oversees action plans to help the business units stay ahead of expansion plans and/or operational changes.
  2. Develops strategies and reinvent processes and controls to increase the reliability, security, and convenience of the end user platforms, leveraging tools such as Endpoint Manager (formerly SCCM), Intune, Defender, WSUS, and Active Directory. Develops and/or oversees development of documentation and trains technical support teams to maintain newly created approaches and processes. Designs controls to ensure services remain consistent and repeatable.
  3. Oversees creation, modification and pushing of software packages and group policies designed to improve consistencies, reduce service requests, leverage automation, and improve security. Provides architectural guidance or hands-on delivery as required.
  4. Develops and reports metrics pertaining to license compliance, environmental health, and team performance. Works with management to improve strategies and implementation.
  5. Works with Facilities and Marketing to design and implement new office locations and workspaces.
  6. Oversees maintenance of end-user technologies such as computers, telephones, IDF, VTC, and printers. Establishes installation and configuration procedures in accordance with department policies and procedures.
  7. Leads team and project initiatives to deliver operational services and/or execute approved projects
  8. Provides and oversees 1st, 2nd, and 3rd level support for end-user and/or site issues as required to meet the needs of the business. Responds to assigned tickets/projects, resolve issues, document actions, and close tickets in the system. Serves as a team escalation to interact with customers dealing with persistent or challenging issues.
  9. Updates internal clients on solutions, as well as managing expectations and timing of resolutions. May provide hands-on training when walking clients through equipment setup and/or issues. Follow up as needed to ensure client satisfaction.
  10. Serves as a liaison for IT services by engaging resources across the IT teams, often collaborating and taking direction from line-management and/or executive management. Partner with IT management to ensure strategic plans are supportable and implemented.
  11. Acts in the best interests of the organization to introduce, update and maintain security and other controls to minimize risks and ensure compliance with all federal agency and banking rules and regulations governing the industry and its products.
  12. Manages technology inventory and work with management to meet supply needs. Helps define and/or utilize pre-defined processes to maintain inventory records throughout the lifecycle of equipment.
  13. Oversees enterprise video conference events including planning, initiation, troubleshooting, and closeout of the event.
  14. Perform other duties as assigned.


Education/Experience Requirements

  • An undergraduate degree in a related field and/or an equivalent combination of training and experience.
  • Seven years of experience in set up, configuration, and troubleshooting of end-user technologies
  • Two years as an IT site ambassador and/or lead
  • Experience leading and participating in enterprise-wide projects
  • Five years of experience working with C-level users in an enterprise environment.

Preferred Requirements

  • Experience supporting a mix of local and remote users in a process-driven environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Excellent customer service skills with a high level of customer focus and motivation.
  • Comfortable working in front of and/or presenting to large audiences.
  • Experience with troubleshooting technical issues.
  • Experience with process design and/or architecting and maintaining infrastructure technologies.
  • In depth experience with technologies such as: Endpoint Manager (formerly SCCM), O365, Active Directory, Intune, and/or Cisco products (e.g. Meraki, WebEx, ISE); Video Tele-Conferencing; Cloud printing.
  • Experience with packaging and deploying updates through Active Directory, WSUS or Endpoint Manager (formerly SCCM)
  • Knowledge of Apple operating systems a plus.
  • Experience with Mobile Device Management a plus.
  • Ability to prioritize and organize efficiently.
  • A team player able to work effectively in a team fostered, multi-tasking environment.
  • Off-hours/on-call support.
  • Occasional domestic travel spanning several days < 5%.
  • Must be able to lift 35 pounds.

Employment with The Bancorp includes successfully passing a background check including credit, criminal, OFAC, education and past employment.


The Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


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