• Manage service desk based on industry leading standards • Lead a group of 5-15 Help Desk • Prioritize and resolve IT concerns and escalate as needed • Participate in initiatives to reduce the number of human service desk interactions needed over time • Provide support across multiple channels (e.g., phone, chat, self-service portals) • Participate in initiatives to provide self-service capabilities to the maximum extent possible for customers • Manage 24/7/365 Service Desk for C1 services and support operations • Support testing/validation as needed • Document processes/lessons learned and maintain service desk records • Provide health and status monitoring • Document and communicate outage information to co-workers and customers • Partner with business stakeholders to understand requirements and translate them into technical solutions • Present recommendations to executive leadership • Mentor, guide and supervise teams for related activities • Lead reviews and provide guidance on complex technical decisions • Prepare detailed technical documentation to support development and operational processes • Collaborate with team members and provide mentorship to junior staff, fostering a learning environment • Act as the Service Desk manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements

• Responsible and accountable for the day-to-day base operations which includes ensuring all bases are in service, operating safely and providing positive customer experience • Provide consistent leadership focused on building an optimal and engaged culture at the local base level that exemplifies our core values and mission. • Communicates regularly with base staff to reinforce efficient base operations, job responsibilities and performance expectations • Drive Key Performance Indicators (KPIs) to maximize profit contribution • Accountable for the management and control of the P&L across assigned bases including expense and payroll controls. • Accountable for scheduling of base staff to ensure 100% coverage of assigned bases to optimize in-service rates and minimize overtime • Work closely with and in collaboration with Center or Excellence (COE) and Business Development to ensure compliance with all company policies and procedures; and maintain a high degree of customer satisfaction. • Responsible for the recruitment, performance management, and teammate development for the area in collaboration with COE partners. • Regularly evaluates and manages employee relations issues, addressing low performing teammates, including termination. • Effectively coaches and models appropriate leadership behaviors. • Oversee the supply chain and logistic needs for assigned bases, including the management of non-aviation, maintenance and clinical related activities and expenses. • Works with maintenance leadership in the planning of maintenance events and spare utilization to minimize any potential for base out of service events. • Support Regional Director in the delivery of Scorecards to customers and is responsible for the execution of any needed action plans. • Maintain and monitors business, medical and all other licenses required to do business. • Accountable for compliance of discipline specific requirements as it relates to DOT and Non-DOT random and reasonable suspicion. • Coordinate base startups, moves and closures with regional leadership. Facility repairs/maintenance and lease management.

• Own the end-to-end lifecycle of major and high-priority incidents, particularly those affecting payment processing, transaction flows, fraud detection platforms, and customer trust. • Coordinate rapid resolution of payment gateway outages, API failures and transaction processing disruptions. • Participate in the global on-call rotation, ensuring swift escalation, triage, and resolution of incidents outside core business hours. • Enhance incident response and payment operations tooling, dashboards, runbooks, and monitoring in collaboration with DevOps, Payment Ops, SREs, Engineering and Technology teams. • Act as the single point of contact (SPOC) during incidents for engineering teams, technology and security, account management and executive stakeholders. • Collaborate with Fraud, Payments, and Infrastructure teams to assess business impact and drive quick mitigations or workarounds. • Deliver real-time updates to external customers, vendors, acquirers, internal stakeholders and senior leadership; draft post-incident communications and root cause summaries. • Lead blameless post-mortems, ensure root cause is documented, corrective actions are assigned, and lessons learned are embedded in processes. • Provide internal and external KPIs and metrics (as part of Quarterly Business Review) including but not limited to Mean time to restore, incident response, platform uptime and availability. • Ensure incident records meet standards required by PCI-DSS, ISO 27001, GDPR, and local financial regulatory bodies.

• Actively manage staffing for a dedicated practice(s) by providing teams with qualified candidates for open project needs • Utilize information from one-on-one connects and information housed in our deployment tools to assess best-fit practitioners • Advise Service Delivery teams on creative and alternate staffing solutions that may provide improved quality, timeliness, or margin • Promote, lead and scale offshore integration efforts with Service Delivery teams • Maintain understanding of full portfolio of engagements and sales pipeline • Identify future demand surges and supply shortages by level, skill, and/or industry • Support deployment needs for large, cross-practice engagements • Maintain a high-level of proficiency in all deployment tools and reporting capabilities • Exhibit strong attention to detail and a strategic mindset to advance the RM function • Independently lead weekly staffing calls with leaders displaying strong executive presence • Mentor and manage offshore Resource Management team members • Minimal travel (less than 10%)