Advanced Technical Support & Escalation

• Serve as a senior escalation resource for complex endpoint, operating system, Microsoft 365, mobile device, identity and access, network connectivity, enterprise application, and collaboration technology issues.
• Perform advanced troubleshooting, root cause analysis, and problem resolution for recurring, high-impact, or technically complex incidents.
• Own assigned issues through resolution, coordinating technical resources, vendors, communications, and follow-up activities as needed.
• Develop clear technical findings and recommendations that support durable solutions and reduce repeat incidents.
• Coordinate troubleshooting and escalation with Infrastructure, Security, Corporate Systems, IT Support, and external service partners.
• Participate in the Technical Services on-call rotation and provide senior escalation support during service disruptions.

Executive & High-Touch Technology Support

• Provide white-glove technical support for executive leadership and other critical business stakeholders.
• Deliver proactive device management, meeting readiness, rapid issue resolution, and clear communication for executive technology needs.
• Support executive meetings, board meetings, town halls, and major company events through preparation, testing, live troubleshooting, and follow-up.
• Partner with Executive Assistants, Facilities, Security, and business stakeholders to ensure technology readiness in executive offices and shared spaces.
• Identify opportunities to improve the consistency, reliability, and experience of executive technology support.

Endpoint, Workplace Technology & Technical Domain Ownership

• Provide senior-level support for endpoint deployment, configuration, maintenance, compliance, software delivery, operating system lifecycle, and technology refresh activities.
• Own assigned technical service areas, platforms, locations, or operational responsibilities and maintain associated standards and documentation.
• Support and improve conference rooms, audio-visual systems, digital signage, printing, collaboration technologies, and other workplace technology services.
• Coordinate technology readiness across company locations, including offices, shared spaces, high-priority meetings, and company events.
• Partner with Workplace Experience, Facilities, Security, and vendors on office technology issues, deployments, upgrades, and modernization efforts.
• Travel occasionally to support company locations, technology deployments, or service needs.

Asset Lifecycle & Operational Excellence

• Provide senior oversight and execution for hardware and software lifecycle activities, including procurement support, inventory, deployment, maintenance, recovery, refresh, and retirement.
• Ensure asset management records, chain-of-custody documentation, and software licensing information are accurate and compliant with established procedures.
• Support the technical execution and continuous improvement of employee onboarding, role change, and offboarding processes.
• Review recurring operational tasks, maintenance activities, audits, and readiness checks for quality, consistency, and effectiveness.
• Identify operational risks, service gaps, technical debt, and standardization opportunities and recommend corrective action.

Project & Initiative Leadership

• Lead medium-sized Technical Services projects or defined workstreams within broader enterprise technology initiatives.
• Plan and coordinate project activities, resources, timelines, dependencies, testing, deployment, documentation, user readiness, and post-implementation support.
• Lead or support endpoint refresh programs, office technology deployments, workplace modernization efforts, executive technology initiatives, and new tool rollouts.
• Communicate project status, risks, decisions, and implementation impacts to Technical Services leadership and project stakeholders.
• Serve as a technical resource for enterprise projects requiring Technical Services participation.
• Balance project commitments with operational support responsibilities and established service objectives.

Knowledge Management, Standards & Continuous Improvement

• Create, review, and maintain advanced technical documentation, knowledge base articles, standard operating procedures, support standards, and troubleshooting guides.
• Analyze incident patterns, support trends, user feedback, and system failures to identify opportunities for sustainable improvement.
• Recommend and contribute to automation, workflow, tooling, and standardization initiatives that improve quality, efficiency, and user experience.
• Promote consistent troubleshooting, escalation, documentation, asset management, and customer communication practices across Technical Services.
• Provide technical guidance, knowledge sharing, and informal mentorship to Technical Services Engineer I and II team members.
• Contribute technical input to service planning, roadmap discussions, annual goal planning, and operational improvement priorities.

Customer Experience & Cross-Functional Partnership

• Deliver professional, responsive, and customer-focused support through proactive communication, clear expectations, ownership, and timely follow-up.
• Build productive partnerships with IT Support, Infrastructure, Security, Corporate Systems, Workplace Experience, Facilities, Executive Assistants, and business stakeholders.
• Coordinate vendor troubleshooting, repair, upgrade, and implementation activities and hold service partners accountable for assigned deliverables.
• Represent Technical Services in technical discussions, project meetings, service reviews, and operational planning activities when assigned.
• Communicate technical risks, recurring service concerns, and improvement recommendations to Technical Services leadership.

• Required Qualifications

• 5+ years of progressive IT support, desktop support, field services, endpoint support, technical services, or related technical operations experience.
• Demonstrated success resolving highly complex end-user technology issues and coordinating cross-functional technical escalations.

• Preferred Qualifications

• Experience providing white-glove support to executive leadership or supporting high-priority meetings and company events.
• Experience owning a technical service, platform, location, or operational domain.
• Experience coordinating vendors and cross-functional technology teams during incidents or project implementations.
• Experience creating technical standards, procedures, knowledge articles, training materials, or service documentation.
• Familiarity with ITIL principles, incident management, problem management, and service management best practices.
• CompTIA, Microsoft, Apple, ITIL Foundation, project management, or equivalent certifications preferred.
• Associate’s or Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.

• • Advanced working knowledge of Windows, macOS, Microsoft 365, mobile devices, identity and access platforms, endpoint technologies, and collaboration tools.
  • Experience with endpoint management platforms such as Microsoft Intune, Jamf, SCCM, or equivalent.
  • Experience supporting workplace technology, conference room A/V systems, distributed users, and company office locations.
  • Experience leading technical projects or defined workstreams involving deployments, upgrades, refreshes, or process improvements.
  • Experience using Jira Service Management or a similar ITSM platform in an SLA-driven environment.
  • Strong analytical, root cause analysis, troubleshooting, organizational, and decision-making skills.
  • Excellent written and verbal communication skills, including communication with executive and nontechnical audiences.
  • Ability to work independently, manage competing priorities, mentor peers, participate in an on-call rotation, and travel occasionally.