Marc Marcos
VP | Head of Service Desk and Service Management | MBA | ITIL
- Role
- Vice President, Head of Service Desk and Service Management at First Citizens Bank
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Marc Marcos
A forward-thinking, collaborative leader with a proven record of providing effective…
Experience
Vice President, Head of Service Desk and Service Management
Mar 2024 — Present · Raleigh, NC, US
Accountable for developing and executing strategic direction and governance for Service Desk and Service Management operations across the banks (First Citizens Bank and Silicon Valley Bank)- Responsible for the quality delivery of all Tier 1 support interactions, incidents and requests for over associates across 600 dispersed branch and campus locations in 30 states ensuring rapid response times and issue resolution- Build and drive operational efficiencies to facilitate scale of a top Fortune 500 US bank.
Education
Ateneo Graduate School of Business
Master of Business Administration
2007 — 2010
University of the Philippines Diliman
Bachelor of Arts, Public Administration
Skills
- Transition Management
- Program Management
- Leadership
- Service Desk
- Management
- Continuous Improvement
- Strategy
- IT Management
- Project Management
- Incident Management
- Training
- IT Strategy
- Crm
- Itil
- Analysis
- Six Sigma
- Process Improvement
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