Lead Tech Support Specialist

Ideal Candidate Profile: Seeking a highly strategic, service-driven Lead Tech Support Specialist to serve as a senior partner to executive leadership, shaping and delivering a world-class executive technology experience. In this role candidate will be taking care of the executives, exclusively, so seeking top notch communication skills, business acumen, empathy, brevity, and clarity. Tier 1 and Tier 2 tech support in our environment: ecosystems (Microsoft 365, Google Workspace, Slack, Zoom, Box).

Job Summary: This role goes beyond traditional support, operating at the intersection of technology strategy, executive enablement, and service excellence. As a trusted advisor and "tech genie” to senior leaders and their executive assistants, this individual owns and continuously evolves the executive digital ecosystem—ensuring it is seamless, resilient, secure, and optimized for productivity in high-stakes environments. They anticipate needs before they arise, influence how leaders adopt and leverage technology, and design experiences that enable leadership to operate at their highest potential. This role requires a unique blend of executive presence, technical depth, operational leadership, and empathy. The ideal candidate is equally comfortable resolving complex technical challenges, advising on the future of work, leading through ambiguity, and driving systemic improvements across the support and collaboration landscape.

Job Duties & Responsibilities

Executive Technology Partnership & Support (60%)

Serve as the primary technology partner to senior executives, operating as an extension of their office to shape, optimize, and continuously evolve their digital working environment

Own the end-to-end executive technology experience, including strategy, design, implementation, and continuous improvement of tools, workflows, and support models

Advise executives and business leaders on emerging technologies, productivity strategies, and digital ways of working, influencing adoption and shaping leadership behaviors

Anticipate business-critical moments (e.g., trustees meetings, organizational events) and design resilient, fail-safe technology plans with redundancy and risk mitigation built in

Lead root cause analysis and permanent resolution of recurring executive issues, driving systemic fixes rather than one-off support

Contribute to executive endpoint strategy, including device standards, lifecycle management, performance optimization, and security posture across Windows, macOS, and iOS environments

Establish and enforce best-in-class practices for secure, compliant, and frictionless collaboration across cloud ecosystems (Microsoft 365, Google Workspace, Slack, Zoom, Box)

Act as an escalation point for the most complex, high-impact technical issues, exercising sound judgment under pressure and maintaining executive trust at all times

Team Operations & Service Excellence (20%)

Operate as a senior leader within the support function, setting the bar for service quality, responsiveness, and executive experience

Drive continuous improvement of service management processes (intake, triage, escalation, resolution), using data and insights to improve SLAs, reduce friction, and elevate outcomes

Partner with engineering, infrastructure, AV, and cybersecurity leaders to influence roadmaps and advocate for executive experience in enterprise technology decisions

Define, document, and scale support standards, playbooks, and operating procedures that can be leveraged across the organization

Mentor and upskill other support team members, raising overall team capability and creating a culture of excellence and accountability

Lead incident response for executive-impacting issues, including communication, coordination, and post-incident reviews with actionable follow-through

Identify trends, risks, and systemic gaps through support data and executive feedback, and drive initiatives to address them at scale

Digital Enablement, AV & Collaboration Experience (20%)

Own the end to end operations and execution of executive collaboration experiences, including trustees meetings, town halls, and high-stakes hybrid events

Partner with AV and workplace technology teams to design and continuously improve next-generation meeting environments and executive briefing spaces

Define standards for hybrid meeting excellence, including room design, tooling, and user experience, and ensure consistent delivery across locations

Lead executive readiness for critical events through structured rehearsals, scenario planning, and contingency design

Deliver bespoke coaching and advisory to executives and their teams, elevating digital fluency, efficiency, and adoption of advanced tool capabilities

Translate complex technical ecosystems into simple, scalable, and repeatable user experiences

Drive adoption of secure and compliant behaviors, aligning executive practices with enterprise security and regulatory requirements

Evaluate emerging tools and technologies, piloting and recommending solutions that materially improve collaboration, communication, and productivity

Required Skills & Experience

5+ years in Workforce Technology, Executive IT Support / Enterprise IT Support.

Strong expertise in Microsoft 365, Slack, Zoom, and Google Workspace.

Experience supporting hybrid meeting environments and AV systems.

Proficiency supporting Windows, macOS, and mobile devices.

Working knowledge of identity management and secure access practices.

Exceptional communication skills with strong executive presence.

High emotional intelligence and a customer-first mindset.