Tech Solution Center Analyst Lead

What you'll do

• Provide high-touch technical support for executive 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 executive-impacting issues.
• Maintain and upgrade executive technology environments including desktops, laptops, and conferencing systems.
• Monitor ticket trends and manage executive escalations using ServiceNow reporting to drive service improvements.
• Mentor team members on best practices for executive engagement, issue resolution, and ServiceNow processes.
• Perform business process analysis and data analysis to develop recommendations for operational improvements.

What we're looking for

• Must have an Associate degree or a comparable combination of education, job-specific certifications, and experience.
• Typically requires 4+ years of related business or functional experience.
• Provide high-touch technical support for hardware, software, mobile devices, and collaboration tools for executive leadership.
• Utilize ServiceNow to manage incidents, service requests, change records, knowledge articles, and asset information.
• Perform business process analysis, data analysis, and trend analysis to improve operations.
• 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, and conferencing technologies (preferred).