Marc Marcos
Vice President, Head of Service Desks and Service Management at First Citizens Bank | Tampa, Florida, United States
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Marc Marcos serves as the Vice President and Head of Service Desks and Service Management at First Citizens Bank, where he plays a pivotal role in shaping the strategic direction and governance of service operations across the enterprise. With a focus on operational sustainability, Marc emphasizes the integration of People, Processes, and Technology to enhance the overall customer experience. His leadership is characterized by a collaborative approach that fosters consensus building among diverse teams, ensuring that all Tier 1 support interactions are not only efficient but also aligned with the bank’s commitment to excellence.
In his current role, Marc is responsible for delivering high-quality support to over 20,000 associates across 600 branch and campus locations in 30 states. His expertise in incident management and IT strategy enables him to implement innovative solutions that drive incident deflection and user empowerment. By leveraging predictive analytics and data analysis, Marc identifies trends and areas for improvement, allowing the bank to proactively address potential issues before they escalate.
Key projects under Marc’s leadership include the automation of workstreams, which has significantly reduced response times and improved service delivery metrics. His ITIL certification and Six Sigma training further bolster his ability to streamline processes and enhance operational efficiency. As a strategic, data-driven risk-taker, Marc is deeply committed to navigating the challenges of a rapidly changing, high-growth support environment, ensuring that First Citizens Bank remains at the forefront of customer service excellence in the financial industry.
Vice President, Head of Service Desks and Service Management at First Citizens Bank in March 2024 to Present
Senior Director - Head of Global Service Desk, Client Technology Support and Escalation Management at CWT in November 2021 to August 2023
Cloud Product Support Manager | SuccessFactors at SAP in July 2019 to October 2021
Business Owner at MGEX Logistics in April 2016 to July 2019
Global Head of Client Service Desk at Ingram Micro in January 2015 to April 2016
Head of Service Desk, IT Managed Services at AS White Global in August 2013 to January 2015
Global IT Service Manager at Regus in January 2011 to August 2013
Global Service Desk Manager at A.P. Moller - Maersk in June 2010 to January 2011
Service Desk Delivery Manager at Hewlett Packard Enterprise in January 2004 to June 2010
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Consensus Building
Global Operations
Predictive Analytics
Process Automation
Contact Centers
Data Analysis
Business Process Improvement
ITIL Certified
IT Service Management
Program Management
Transition Management
Continuous Improvement
Six Sigma
Incident Management
IT Strategy
Service Desk
IT Management
CRM
Strategy
Leadership
Management
Project Management
Training
Analysis
Process Improvement
ITIL
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Discover more about First Citizens BankWhat is Marc Marcos email address?
Email Marc Marcos at [email protected]. This email is the most updated Marc Marcos email found in 2026.
How to contact Marc Marcos?
To contact Marc Marcos send an email to [email protected]. (updated on October 29, 2024)
What company does Marc Marcos work for?
Marc Marcos works for First Citizens Bank
What is Marc Marcos's role at First Citizens Bank?
Marc Marcos is Vice President, Head of Service Desks and Service Management
What is Marc Marcos's Phone Number?
Marc Marcos's phone (305) ***-*364
What industry does Marc Marcos work in?
Marc Marcos works in the Banking industry.
Marc Marcos Email Addresses
Marc Marcos Phone Numbers
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