Role Overview

The Executive Technology Support Lead delivers high-touch, white-glove technology support to the firm’s most senior executives, principals, executive assistants, and other business-critical users. This is a senior individual contributor role with responsibility for executive support ownership, service standards, and mentorship across the broader End User Support organization.

This role reports to the Senior Director, End User Support East and partners closely with executive offices, executive assistants, infrastructure, security, AV, facilities, approved technology vendors, and the broader End User Support organization.

The role requires strong technical depth, sound judgment, discretion, urgency, confidentiality, and the ability to operate calmly under pressure. Support may be required in the office, in executive residences, during travel, and at high-visibility events where technology disruption is not acceptable.

The Executive Technology Support Lead owns the executive support experience end-to-end, ensuring issues are resolved quickly, communication is proactive, and service quality remains consistently polished and trusted.

This is a fully onsite role at the Miami office, requiring in-office presence five days per week (Monday–Friday), with occasional travel to executive residences, offsite venues, and other firm locations as required.

The role requires the ability to provide hands-on support in office, meeting room, event, and residence environments.

Key Responsibilities

Executive Support

• Provide technology support to senior executives, principals, executive assistants, and other business-critical users across office, residence, remote, travel, and event environments.
• Own executive technology issues from intake through resolution, follow-up, and confirmation of functionality.
• Anticipate executive needs and proactively identify potential issues before they impact productivity.
• Operate with discretion and confidentiality when supporting sensitive users, materials, meetings, and business matters.
• Build trusted working relationships with executives, principals, executive assistants, and key stakeholders.
• Remain reachable and responsive for ad-hoc executive needs outside standard business hours when an assigned principal requires direct support.

Residence, Travel, and Event Support

• Support executive home-office technology, including connectivity, conferencing, AV, printing, mobile devices, and secure access to firm systems.
• Provide remote or on-site technology support during executive travel, domestic or international, as required.
• Coordinate equipment readiness, connectivity testing, room validation, and contingency planning for offsites, board meetings, investor events, client meetings, and other high-visibility engagements.
• Provide on-site or stand-by support for live events where speed, discretion, and flawless execution are required.
• Partner with facilities, AV vendors, security, networking, and infrastructure teams to ensure executive spaces and event environments are prepared and resilient.
• Coordinate with approved vendors and internal technology teams to ensure residence, event, and meeting-space issues are tracked, escalated, and resolved with clear ownership.

Technical Support and Troubleshooting

• Troubleshoot hardware, software, mobile, collaboration, network, printing, AV, and endpoint issues across Windows, macOS, iOS, Microsoft 365, Teams, VPN, and core business applications.
• Provide expert support for boardroom and conference-room AV systems, including Crestron, Poly, Microsoft Teams Rooms, or equivalent platforms, with hands-on support for room controls, video conferencing, audio, displays, and related collaboration technology.
• Support endpoint lifecycle needs for executive users, including device builds, replacements, upgrades, peripherals, mobile devices, and secure remote access.
• Coordinate with infrastructure, security, applications, networking, and vendor teams to drive escalated issues to resolution.
• Ensure all executive equipment is tested, configured, documented, and ready before deployment, delivery, event use, or shipment.

Service Ownership and Communication

• Serve as the primary point of contact for executive technology support matters.
• Partner closely with executive assistants as key stakeholders to understand priorities, coordinate support, and protect executive productivity.
• Maintain ownership of the user experience even when another IT team or vendor is performing the technical resolution.
• Ensure every request or incident is logged, updated, and documented in the ITSM platform and Confluence with the appropriate level of detail for executive support.
• Provide proactive, timely, plain-language updates to executives, executive assistants, IT leadership, and other stakeholders.
• Conduct post-resolution follow-up to confirm the issue is fully resolved and the user experience was satisfactory.
• Protect the executive user experience through clear prioritization, warm handoffs, and consistent follow-through.

Process, Standards, and Continuous Improvement

• Develop and maintain executive support runbooks, checklists, Confluence knowledge articles, event-readiness procedures, and escalation playbooks.
• Identify recurring issues and drive permanent fixes through root cause analysis and cross-functional follow-through.
• Refine executive support workflows, escalation paths, communication standards, tooling, and quality controls.
• Track support trends, response and resolution times, recurring incident categories, and service outcomes.
• Report executive support performance, risks, recurring pain points, and improvement opportunities to IT leadership.

Leadership and Team Partnership

• Provide mentorship, escalation guidance, and standards support to deskside and service desk engineers handling executive-adjacent work.
• Partner closely with executive assistants, infrastructure, security, AV, facilities, vendors, and the broader End User Support team.
• Set the standard for professionalism, urgency, ownership, discretion, and communication across the support organization.
• Participate in the team’s scheduled on-call rotation, providing structured after-hours coverage for executive-impacting issues, critical incidents, and high-visibility events.
• Help build a consistent, accountable, and proactive executive technology support model across the firm.

Required Qualifications

• 7+ years of experience in IT support, deskside support, executive support, or end user services, including at least 3 years directly supporting C-suite executives, principals, or similarly senior users as a primary point of contact.
• Demonstrated experience supporting live, high-stakes events such as board meetings, investor meetings, earnings calls, executive offsites, client meetings, or equivalent business-critical events.
• Strong troubleshooting expertise across Windows, macOS, Microsoft 365, iOS, mobile device management, collaboration tools, endpoint hardware, conference-room AV, and networking fundamentals.
• Hands-on experience with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management, or similar systems.
• Strong working knowledge of incident management, escalation management, ticket ownership, and ITIL-aligned service delivery practices.
• Excellent written and verbal communication skills, including the ability to explain technical issues clearly to non-technical executive audiences.
• Ability to communicate clearly with executive assistants and senior stakeholders, including during urgent or ambiguous situations.
• Demonstrated discretion, confidentiality, sound judgment, and composure in high-pressure environments.
• Ability to provide hands-on support in office, meeting room, event, and residence environments.
• Ability to work independently, prioritize competing executive needs, and follow issues through to confirmed resolution.
• Willingness and ability to participate in an on-call rotation and provide after-hours support when required.
• Ability to satisfy firm requirements for background, reference, and access reviews related to privileged executive support responsibilities.

Preferred Qualifications

• Experience in financial services, hedge funds, private equity, asset management, legal, or another high-expectation professional services environment.
• Prior experience supporting executive residences, principal home-office technology, or private executive environments.
• Familiarity with endpoint management tools such as Intune or Jamf, identity and access platforms, remote support tools, MDM, and enterprise AV systems, including Crestron, Poly, and Microsoft Teams Rooms.
• Experience authoring SOPs, executive support playbooks, service standards, support checklists, or knowledge articles.
• ITIL Foundation or comparable service management certification.
• Experience mentoring engineers, leading a small executive support function, or setting service standards for a support team.

Success Measures

• Executive incidents and requests are resolved within target service levels, with strong first-touch resolution where appropriate.
• Executive-tier interactions maintain high CSAT, QA, and stakeholder confidence scores.
• Recurring executive-impacting issues decline quarter over quarter through root cause analysis and permanent fixes.
• Board meetings, executive events, executive/principal travel, and client-facing engagements are supported with strong readiness, clear contingency planning, and rapid issue response.
• Executive support playbooks, checklists, and Confluence knowledge articles remain current, practical, and actively used.
• Executives, executive assistants, and IT leadership consistently report a polished, proactive, trusted, and ownership-driven support experience.

This position description is intended to provide a general overview of the expectations and responsibilities of this position and may not include all tasks that may be assigned. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned with or without notice.

Physical Requirements

• This position requires the physical capabilities to work in an office environment, which may include prolonged periods of sitting at a desk and working on a computer. Corient seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

• This position may require the ability to lift up to 15 pounds.

• This position is required to work onsite 4 days per week.