Job Summary
We are seeking a highly experienced Senior Manager, Executive Technology Services & End User Experience to lead executive technology support, end-user computing services, and workplace technology transformation initiatives. This role will serve as a trusted technology advisor to executive leadership, ensuring a high-quality VIP support experience while driving operational excellence, service modernization, and digital workplace innovation. The ideal candidate will combine strong leadership capabilities with hands-on technical expertise across Microsoft technologies, endpoint management, collaboration platforms, networking, security, and executive support environments. The role requires direct interaction with C-level executives and ownership of critical technology services across office, home office, and remote work environments.
Key Responsibilities
• Lead Executive/VIP Technology Support operations and serve as the primary technology liaison for senior leadership and C-suite executives.
• Own the executive technology experience across workplace, remote, conference, and travel environments.
• Establish VIP support standards, SLAs, governance processes, and service excellence programs.
• Serve as the highest escalation point for complex executive technology incidents.
• Provide hands-on troubleshooting for endpoint, collaboration, network, identity, and security-related issues.
• Drive digital workplace transformation, automation, AI adoption, and technology modernization initiatives.
• Lead service improvement programs using KPIs, dashboards, customer feedback, and operational metrics.
• Partner with Infrastructure, Security, Networking, Engineering, and Operations teams to resolve systemic technology issues.
• Manage, mentor, and develop Executive Support Engineers and technical specialists.
• Present service reviews, technology roadmaps, and strategic recommendations to senior leadership.
• Oversee service delivery and operational governance for executive technology services.
• Manage vendor relationships and coordinate third-party technology services supporting executive users.
• Apply incident, problem, and change management practices to improve service reliability and user experience.
Required Qualifications
• 10+ years of experience in End User Computing, Workplace Technology, IT Support, or a related technology services environment.
• 5+ years of experience leading Executive/VIP Support teams.
• Strong experience supporting C-level executives and business leaders in highly visible, executive-facing environments.
• Expertise in Microsoft 365 administration and support.
• Strong experience with Microsoft Teams and Teams Rooms.
• Strong experience supporting Windows 11 and macOS environments.
• Experience with Active Directory and Entra ID (Azure AD).
• Experience with Exchange Online.
• Hands-on experience with Microsoft Intune and endpoint management.
• Experience with SCCM/Microsoft Endpoint Configuration Manager.
• Strong understanding of Identity and Access Management (IAM).
• Experience with endpoint security and compliance.
• Strong network troubleshooting and connectivity skills.
• Experience supporting executive AV and conference room technologies.
• Knowledge of Incident, Problem, and Change Management practices, including ITIL principles.
• Experience managing large-scale service delivery and workplace technology transformation initiatives.
• Experience driving digital workplace modernization, automation, and technology adoption initiatives.
• Strong leadership, stakeholder management, communication, and presentation skills.
• Experience managing technical teams and vendor relationships.
• Ability to communicate technical issues, service performance, roadmaps, and strategic recommendations effectively to executive leadership.
