VIP Executive Support Team Lead

VIP Executive Support Team Lead

Responsibilities:

• Coordinate and lead a 4 man Executive/VIP Support Team day-to-day operations, including managing team scheduling, workload distribution, ticket queue health, escalations, and SLA performance.
• Deliver "white-glove" technical support to executive-level customers under minimal to no supervision, interacting with network services, software systems engineering, security, and asset management to restore service, resolve complex issues, and identify core problems.
• Interact daily with executive-level customers, supervisors, and peer groups to manage workflow in a timely and professional manner. Provide executive-level communications during incidents and service disruptions.
• Support Executive/VIP Communication/Information Systems and networks, including remote communications equipment, mobile (iPhone, iPad, Android) and deployable network communication systems, strategic and tactical multi-channel satellite communication systems (BGAN terminals), secure telephone equipment, laptops, desktops, and computer peripherals.
• Configure and support enterprise collaboration and VTC technologies, including Microsoft Teams Rooms, Zoom, Webex, Teams Phone, VoIP services, and executive boardroom technology.
• Responsible for documenting, upgrading, and replacing hardware, software applications of VIP associated users/devices.
• Install, troubleshoot, repair, operate, and maintain VIP associated equipment, laptops, workstations, thin clients, dell tablets, printers, scanners, and any other equipment within the scope of this task.
• Deploy mobile devices to Executive/VIP staff, manage business applications, user provisioning, access management, and device configuration.
• Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.

Required Qualifications:

• Bachelor’s degree and 5 years of experience, or 7 years of specialized experience with no degree required. Must include at least 2 years leading a technical support team in a high-touch customer environment.
• Exceptional executive-level customer service and communication skills, with the ability to perform root cause analysis and drive issue resolution under pressure.
• Extensive experience with troubleshooting Windows 11, Active Directory, Azure Active Directory, Microsoft Office 365 suite, Mobile Device Management (Intune/Azure), SCCM, and laptop computer hardware.
• Dell Certification (self-guided certification provided through FERC Dell TechDirect).
• HDI-DAST certification (within 3 months after hire).
• Flexibility to work for after-hour 24/7 support rotation, executive event support, and on-call escalations.

Desired Qualifications:

• Self-motivated, creative, capable of working as team or as individual SME for executive-level communications support, strong leadership capabilities, organized and able to manage individual and team schedules.
• Thorough knowledge of peripherals (printers, monitors), hardware/software in an enterprise environment.
• Experience with ITSM platforms (ServiceNow, Ticketing System) and analyzing ticket trends to develop KPI dashboards and workflow improvements.
• LAN/WAN troubleshooting, thorough understanding of TCP/IP based networking, DNS, DHCP, VPN/remote access, and encryption devices.
• Desired certifications: MCSE, CCNA, CompTIA A+, Network+, ITIL v4.
• Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers, workstations, scanners and other items.
• Ability to obtain and maintain a Public Trust clearance (U.S. Citizenship required).