Primary Purpose:

The Senior Manager, Executive Support is a crucial, highly technical, hands-on, leadership position dedicated to delivering world-class, high-touch, and personalized technical support to the C-Suite and executive stakeholders across Ahold Delhaize USA locations. This role combines direct support for the CEOs office with direction for a team of executive support technicians at all key company locations, ensuring seamless technology experiences for executive-level customers. The ideal candidate demonstrates deep technical expertise, outstanding communication, and proven leadership skills to drive operational excellence in a fast-paced, high-impact environment.

In addition, this position will serve as an escalation point for all matters related to executive technical support, working collaboratively with service providers and partner technology teams to develop and deliver services that effectively address the needs of the AD USA executive community. The manager will lead a team of highly skilled support professionals, setting high standards for responsiveness, professionalism, and problem-solving. They will also oversee staff development through continuous initiatives, regular metrics assessment, and the adoption of ITIL best practices and team development strategies designed to enhance efficiency, communication, and the overall customer experience.

This role requires flexibility to handle executive support needs that may arise outside of traditional business hours and may require travel. It will be based in our office in Salisbury, NC with up to 5 days onsite each week.

Applicants must be currently authorized to work in the United States on a full-time basis.

Duties & Responsibilities:

• Lead a team of Executive Support professionals, oversee the performance of the walk-up centers, and provide oversight for the internal corporate Help Desk team.
• Ensure the team provides world-class execution of Events for supported Executives, leveraging AV and VTC technologies, leading the planning and execution of the technology plan for video, audio and presentation content, managing the run of show.
• Assist with training the members of the Executive Support team to the standards set, assist with creation of solutions around work tracking and ticket management for the Premier Services organization.
• Technical depth and hands-on troubleshooting across end user and AV technologies
• Leadership and team development
• Strategic thinking and proactive problem solving
• Exceptional customer service and interpersonal skills
• Professionalism and empathy in all interactions, with a customer-centered mindset.
• Adaptability and resilience in the face of changing priorities or unexpected challenges
• Keen attention to detail and commitment to quality
• Innovative thinking and a passion for continuous learning
• Integrity, discretion, and sound judgment when handling confidential information
• Professional demeanor and strong leadership skills
• Ability to manage stressful situations in a calm, courteous, and confident manner
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to utilize metrics and data to improve service quality and team performance
• Passion for IT and eagerness to stay current with changing technology practices
• Coordinate, conduct, and lead meetings to drive solutions from technology teams as it relates to issues impacting our Executives
• Liaise with vendor partners, business users, IT programmers and IT Service owners regarding solutions for events, meetings, new technology and enhancements to existing technology as it relates to the needs of our Executive partners.

Qualifications:

• Bachelor's degree in computer science, technical field and/or Business-related field
• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Excellent written and verbal communication skills; ability to communicate across the organization
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
• Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks.
• High degree of discretion, professionalism, and commitment to confidentiality.

Preferred Qualifications:

• Master's degree, Advanced training and or certifications in relevant field/s of study preferred
• Experience in Agile teams and or Product/Platform based operating model
• Experience in retail or grocery preferred #DICEJobs #LI-hybrid #LI-SS1

Salary Range: $120,960 - $181,440

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.