Executive & Site Lead Technical Support Manager
Position Summary
The Executive Tech Services (ETS) Manager will manage the site leadership team, holding overall accountability for the delivery of 24/7 white-glove, high-touch IT support to executives and staff across a fast-paced financial services environment. This role directs and develops a team of site leads, setting the standard for concierge-level executive service and ensuring a consistent, premium experience at every location.
Key Responsibilities
Lead, mentor, and develop the team of site leads across all supported locations, providing direction, coaching, and performance management to a high-performing service organization.
Own the strategy and end-to-end delivery of 24/7 white-glove, concierge-level support for executives, setting the standard for a premium, high-touch experience across the enterprise.
Define, track, and report on service performance metrics, KPIs, and SLAs, using data to drive continuous improvement and hold site leadership accountable to executive-experience standards.
Establish and enforce white-glove service standards, quality benchmarks, and executive-experience expectations across all site teams and vendor partners.
Serve as the senior escalation point for the most complex, sensitive, or high-visibility executive support issues, ensuring swift, discreet, and precise resolution.
Partner with senior leadership and business stakeholders to align support operations with organizational priorities and reinforce a service-first culture.
Build and maintain trusted-advisor relationships with executives and their support staff, anticipating technology needs and proactively removing friction from the executive experience.
Oversee incident, problem, change, and release management for executive-impacting services, ensuring minimal disruption, timely resolution, and clear communication.
Direct IT asset lifecycle management across sites, including procurement, inventory, and disposal, in alignment with budget and compliance requirements.
Drive a culture of service excellence, accountability, and continuous improvement across the site leadership team, ensuring compliance with IT policies, documentation standards, and security protocols.
Required Qualifications
Proven experience leading a similar executive-support, site operations, or end-user services team in a high-touch, executive environment.
Demonstrated success owning 24/7 white-glove service delivery and measurably elevating the executive experience.
Strong track record defining and managing service performance metrics, KPIs, and SLAs to drive measurable results.
Direct people-leadership experience, including coaching, performance management, and development of technical staff and/or team leads.
Excellent vendor management and coordination skills, with experience holding managed-service partners accountable to service standards.
Exceptional communication, executive presence, stakeholder engagement, and problem-solving skills.
Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
Experience with IT Asset Management (ITAM) tools and practices.
Preferred Skills & Certifications
Industry certifications (e.g., Microsoft, ITIL, CompTIA), with people-leadership or service-management credentials a plus.
Experience with performance management, capacity planning, workforce scheduling, and business relationship management.
Background supporting C-suite or senior executives in financial services or a comparable regulated, fast-paced industry.