At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be eligible to work in the U.S. without sponsorship.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What you’ll do:

The Deskside Support Lead with White Glove Executive Support is responsible for overseeing the deskside support team while providing premium, personalized IT services to executives and senior leadership. This role combines technical leadership, team management, and hands-on support to ensure seamless operations for all end-users, with a focus on delivering high-priority, discreet support to executives.

What do you need?

• 1–3 years supporting end users in a help desk or deskside support environment
• Deliver personalized IT support for executives, including hardware, software, network, and mobile device issues, with urgency and discretion.
• Perform proactive maintenance on executive devices to ensure security, performance, and software currency.
• Support executive meetings and events by setting up and troubleshooting AV equipment, conferencing tools, and remote access.
• Provide after-hours and on-call support as needed to promptly address executive technology needs.
• Diagnose and resolve complex technical issues for both executives and general users, escalating as appropriate.
• Act as the escalation point for unresolved or critical incidents, ensuring swift problem resolution, especially for executives.
• Monitor and manage the help desk ticketing queue, ensuring proper escalation, documentation, and closure of incidents for both general users and executives.
• Serve as the primary point of contact between IT and executives, ensuring transparent and efficient communication on issue status, resolutions, and system changes.
• Document procedures and solutions clearly for both internal use and executive reference.Provide regular updates to executives and users, translating technical details into clear, non-technical
• Deliver training and onboarding for executives and end users, including tailored technology orientation for new hires.
• Onboard new hires by conducting orientation, handling technical setup, and providing user training to ensure a smooth transition.
• Ensure that all executive support interactions are handled with the highest level of confidentiality and security, protecting sensitive information.
• Lead coordination of major incidents impacting executives, collaborating with IT teams to ensure minimal disruption and rapid recovery.
• Exceptional communication skills; ability to translate technical information into non-technical language, especially for executive stakeholders.
• High level of discretion and professionalism in handling executive issues.
• Strong attention to detail, with a focus on process efficiency and customer satisfaction.
• Ability to work under pressure, independently or in a team, and adaptable to changing priorities.

Technology Skills:

• In-depth knowledge of Microsoft Windows operating systems, including configuration, troubleshooting, and optimization.
• Deep familiarity with the Office 365 ecosystem, including Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint and Teams
• Proficiency in supporting macOS, including hardware and software troubleshooting for executives using Mac devices.
• Proficiency with remote support tools like RealVNC, Remote Desktop
• Strong skills in diagnosing hardware issues, including laptops, desktops, and peripherals (printers, scanners, monitors).
• Experience with configuring and troubleshooting external peripherals such as docking stations, projectors, AV equipment, and conference room setups.
• Experience setting up and troubleshooting LAN, WAN, and wireless networks for seamless connectivity in office and remote settings
• Familiarity with remote connectivity tools such as Cisco AnyConnect and VPN configuration
• Knowledge of TCP/IP, DNS, DHCP, VPNs, and basic network troubleshooting (e.g., connectivity issues, IP configuration, Wi-Fi setup).
• Experience with ticketing and incident management platforms like ServiceNow, for managing user requests and escalations
• Proficiency in supporting conferencing tools such as Zoom, Microsoft Teams, WebEx, and Google Meet.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.