Tech Solution Center Analyst Lead

What you'll do

• Provide high-touch technical support for executive leadership regarding hardware, software, mobile devices, and collaboration tools.
• Analyze technical and business challenges to recommend solutions that improve executive productivity and efficiency.
• Manage incidents, service requests, and asset information using the ServiceNow platform.
• Coordinate with technology vendors and service providers to resolve critical issues impacting executive operations.
• Maintain and upgrade executive technology environments including desktops, laptops, and network-connected systems.
• Monitor ticket trends and manage escalations through ServiceNow reporting to drive continuous service improvements.
• Serve as a subject matter expert by mentoring team members on best practices and executive engagement.
• Perform business process analysis and data analysis to identify opportunities for operational improvement.

What we're looking for

• Requires an Associate degree or a comparable combination of education, certifications, and experience.
• Requires 4+ years of related business or functional experience.
• Provides high-touch technical support for executive leadership regarding hardware, software, mobile devices, and collaboration tools.
• Utilizes ServiceNow to manage incidents, service requests, change records, knowledge articles, and asset information.
• Partners with technology vendors and service providers to coordinate implementations and escalate critical issues.
• Experience providing VIP/Executive Technology Support for senior leaders and C-suite executives (preferred).
• Strong working knowledge of ServiceNow Incident, Request, Change, Knowledge, and Asset Management modules (preferred).
• Experience supporting Microsoft 365, Teams, mobile devices, conferencing technologies, and executive meeting support (preferred).