Senior IT VIP Support Specialist

What you'll do

• Act as the primary point of contact for executive technology needs, managing everything from onboarding to daily operations and travel support.
• Proactively monitor system health and resolve technical issues before they impact the executive workflow.
• Manage high-stakes events including Board meetings, earnings calls, and All Hands by providing AV expertise and production support.
• Execute specialized onboarding for new executives, ensuring all hardware and software are configured prior to their start date.
• Provide white-glove incident response via a dedicated executive hotline and participate in global after-hours on-call rotations.
• Maintain and verify the health of executive devices, mobile connectivity, and conference room systems on a continuous basis.
• Develop and document standard operating procedures and playbooks to scale the executive support model.
• Implement AI and automation solutions to automate routine diagnostics and reduce manual technical toil.

What we're looking for

• Must have at least 5 years of experience in IT end-user support, service desk, or field support.
• Must have at least 2 years of experience supporting senior leaders, executives, or VIP stakeholders.
• Requires proficiency in macOS, Windows, Google Workspace, and Microsoft 365.
• Must possess hands-on experience with Zoom, Zoom Rooms, Teams, and various AV components like cameras and microphones.
• Must demonstrate ability to use AI and automation tools to reduce manual toil and improve workflows.
• Must be able to handle sensitive information and maintain strict confidentiality regarding non-public information.
• Preferred experience in high-growth SaaS, technology, or financial environments supporting senior leadership.
• Familiarity with Okta, JAMF, Meraki, Confluence, Jira, Slack, and PagerDuty is preferred.