Principal Technology Management Support

Job Overview Keurig Dr Pepper (KDP) is looking for a Principal Technology Management Support (Executive Support) End User Computing (EUC) who will be responsible for executing a Modern Digital Experience and “Hands on” IT support for Executive Level employees. This position ensures that the delivery of end user services is optimized across the global helpdesk, desktop services, mobile support, and site‑level IT support functions. The individual will work out of the Frisco, TX office and report to the Senior Manager, End User Computing. Responsibilities Provide on‑call “white glove” support to a named group of approximately 100 executive level employees and their administrative assistants for company‑issued laptops, mobile phones, iPads, and conferencing needs. Support executive personnel working at the headquarters location and remotely when the executive is offsite. Assist in the delivery of key initiatives and projects related to supporting KDP’s Digital Ways of Working goals. Develop custom solutions for a variety of technical and collaboration issues faced by C‑Level executives to reduce digital friction. Be part of a team of key analysts that automate standard issues and requests to support VIP employees. Coordinate with other Executive Support Analysts and managers in the U.S. and Canada to deliver a consistent digital experience across an audience of about 100 users. Supervise various queues and local resources to ensure end‑to‑end completion of issues and requests. Collaborate with EUC owners to confirm risk level, understand functionality, determine patterns, consider complexity, and identify themes. Execute the delivery of future end‑user services and related technologies, including applications, software, laptops, desktops, mobile phones, handhelds, multifunction printers, and A/V equipment, based on EUC strategy. Ensure the voice of the customer is heard by KDP’s service providers. Put action plans in place to address systemic issues and improvement opportunities. Oversee staff/consultant activities—team assignments, resource needs, standard operating procedures, and performance standards/reviews. Provide training and awareness to the team of technical support staff responsible for delivery of white glove IT support such as office set‑up and hardware preparation for new or visiting VIP/Executive users to ensure a smooth experience. Provide remote support to assist VIP members in need of technical assistance while traveling or working remotely. Coordinate with various IT delivery teams to ensure that VIP requests logged into the service desk ticket system are flagged with an urgency that raises attention to ensure timely fulfillment. Ensure video conferencing units are functional before any executive meetings and report any issues to the appropriate teams. Total Rewards Salary range: $86,000 – $130,000 (actual placement within the range may vary based on experience, skills, and other factors). Benefits (subject to election and eligibility): Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401(k) with company match, Tuition Reimbursement, and Mileage Reimbursement. Annual bonus based on performance and eligibility. Requirements Strong business acumen, analytical and strategic thinking. Excellent communication skills (verbal and written) at all levels of the organization, from peers to C‑Level. 10+ years of experience supporting deskside services with specific focus on executives and their assistants. Experience supporting Microsoft desktops/laptops, Apple technologies and devices, and network connectivity. 10+ years of experience in supporting internal desktop systems, software, application training, and overall incident ownership and management. Experience troubleshooting MS Teams and other video conferencing technologies. Relevant experience with a large global enterprise preferred. At least one relevant industry certification (e.g., MCSA, A+, Network+, Security+). Experience with ServiceNow or similar ticketing and queue systems. Experience managing service desk, end‑user, systems, devices, applications, and services in a managed service environment. Experience with ITIL/ITSM and ticket case management. Experience delivering end‑user services and related technologies for SaaS providers, including support of Apple, Microsoft, and Android-based laptops, desktops, handhelds, mobile phones, and A/V equipment. Basic understanding of networking, storage, hosting, security, and cloud services. Broad knowledge of business and technical support functions and working knowledge of other areas of IT for strategic planning and technology assessment. EEO Statement Keurig Dr Pepper is an equal opportunity employer and recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability, or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. #J-18808-Ljbffr Keurig Dr Pepper