URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

URBN Executive IT Support Lead

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly) • $90K — $120K *
Philadelphia, PA 19120In-Person
Information Technology
5 - 7 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5+ years of IT support experience; 2+ years in executive-facing roles.
  • Expertise in macOS, including configuration, troubleshooting, and management.
  • Hands-on experience with AV platforms, particularly Zoom and Google Meet.
  • Proven ability to manage the escalation lifecycle and maintain SLA compliance.
  • Familiarity with Microsoft 365 and Google Workspace environments.
  • Strong customer service orientation and professional presence.
  • Ability to navigate complex organizational dynamics with discretion.

Responsibilities

  • Serve as primary IT contact for senior leadership, providing top-tier support.
  • Anticipate tech issues and resolve them proactively before they impact executives.
  • Plan and manage AV and tech for key events, using platforms like Zoom and Google Meet.
  • Oversee incident management, ensuring effective triaging and resolution.
  • Enforce and monitor SLA compliance; analyze trends for continuous improvement.
  • Collaborate with IT teams on complex projects impacting the executive space.

Benefits

  • Medical, dental, and vision insurance.
  • Paid time off (PTO).
  • Generous employee discounts.
  • Retirement savings plans.
  • Comprehensive benefits options based on location and status.
Full Job Description
Role Summary

URBN is looking for an Executive IT Support Lead that will deliver high-touch, "white-glove" technical assistance to the senior leadership and executive teams at URBN, ensuring our most critical stakeholders have a seamless technology experience. In addition to direct support, this role acts as a primary escalation point for the Navy Yard support team, overseeing SLA compliance, incident management, and high-visibility corporate events. The successful candidate will demonstrate a composed demeanor in high-pressure scenarios, coupled with the business acumen and discretion necessary to navigate complex organizational dynamics.

Role Responsibilities

  • Act as the primary technical point of contact for URBN's senior leadership team, delivering proactive, "white-glove" IT support.
  • Anticipate and mitigate technical complications before they impact leadership, spanning hardware, software, mobile devices, and connectivity solutions.
  • Orchestrate and execute AV and technical requirements for high-visibility events, including town halls, board meetings, and executive off-sites via Zoom and Google Meet.
  • Manage the escalation lifecycle by triaging, prioritizing, and resolving high-impact incidents while maintaining stakeholder communication and internal team engagement.
  • Oversee and enforce SLA compliance within the support team, analyzing trends and implementing strategic improvements to minimize recurring incidents.
  • Collaborate with cross-functional IT departments to align on complex requests, projects, and deployments impacting the executive environment.


Role Qualifications

  • A minimum of 5 years in IT support, with at least 2 years specifically focused on senior lead or executive-facing technical assistance.
  • Deep technical proficiency in macOS within a corporate ecosystem, encompassing configuration, advanced troubleshooting, and fleet management.
  • Extensive hands-on expertise with AV and collaboration platforms, specifically Zoom and Google Meet, including room system architecture and live event orchestration.
  • Demonstrated success in managing the escalation lifecycle and ensuring SLA compliance within a fast-paced ITSM environment.
  • Functional experience navigating and supporting Microsoft 365 and Google Workspace environments.
  • Strong interpersonal aptitude with a "customer-first" mindset and a polished, professional presence.
  • Maintains a composed and professional demeanor in high-pressure scenarios, with the ability to triage and resolve high-visibility incidents without disrupting executive workflows.
  • Demonstrates the business acumen and discretion necessary to navigate complex organizational dynamics and sensitive environments.
  • Expertly prioritizes and manages multiple concurrent objectives, transitioning between tasks with agility while maintaining a high standard of quality.
  • Exceptional communication skills, with the ability to translate complex technical specifications into clear, actionable information for non-technical stakeholders.
  • Strong interpersonal aptitude with a "customer-first" mindset and a polished, professional presence.
  • Proactive and self-directed approach, taking full ownership of issues from initial identification through to successful resolution.

#LI-HP1

The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

About URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

URBN is a portfolio of global consumer brands comprised of Urban Outfitters, Anthropologie Group, Free People, BHLDN, Terrain, Nuuly and Menus & Venues. Urban Outfitters, Inc. is a lifestyle specialty retail company that operates under the Urban Outfitters, Anthropologie, Free People, BHLDN, Terrain, Nuuly and Menus & Venues brands. The company's Urban Outfitters brand offers women's and men's fashion apparel, footwear, beauty and accessories, activewear and gear, and housewares, as well as music, primarily vinyl records and cassettes. The Anthropologie Group brand sells women's apparel, accessories, intimates, home decor, and gifts. The Free People brand includes bohemian apparel, accessories, intimates, and swimwear. The BHLDN brand offers wedding collections. The Terrain brand sells home goods, gifts, and garden products. The Nuuly brand is a subscription-based rental service for women's apparel. The Menus & Venues brand is a hospitality group that operates restaurants and catering.
Learn more about URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)
Size
25,000 employees
Industry
Retail & Consumer Goods
Net Income
$282 million
Founded
1970
5 Year Trend
+5%
Revenue
$4 billion
NASDAQ
URBN
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

More Information Technology Jobs

Find similar URBN Executive IT Support Lead jobs:

NationwidePhiladelphia, PA