Executive Technology Support Lead

About the role

The Executive Technology Support Lead delivers high-touch, white-glove technology support to the firm’s most senior executives, principals, executive assistants, and other business-critical users. This is a senior individual contributor role with responsibility for executive support ownership, service standards, and mentorship across the broader End User Support organization.

Responsibilities

• Provide technology support to senior executives, principals, executive assistants, and other business-critical users across office, residence, remote, travel, and event environments.
• Own executive technology issues from intake through resolution, follow-up, and confirmation of functionality.
• Anticipate executive needs and proactively identify potential issues before they impact productivity.
• Build trusted working relationships with executives, principals, executive assistants, and key stakeholders.
• Remain reachable and responsive for ad-hoc executive needs outside standard business hours when an assigned principal requires direct support.
• Support executive home-office technology, including connectivity, conferencing, AV, printing, mobile devices, and secure access to firm systems.
• Provide remote or on-site technology support during executive travel, domestic or international, as required.
• Coordinate equipment readiness, connectivity testing, room validation, and contingency planning for offsites, board meetings, investor events, client meetings, and other high-visibility engagements.
• Provide on-site or stand-by support for live events where speed, discretion, and flawless execution are required.
• Partner with facilities, AV vendors, security, networking, and infrastructure teams to ensure executive spaces and event environments are prepared and resilient.
• Coordinate with approved vendors and internal technology teams to ensure residence, event, and meeting-space issues are tracked, escalated, and resolved with clear ownership.
• Troubleshoot hardware, software, mobile, collaboration, network, printing, AV, and endpoint issues across Windows, macOS, iOS, Microsoft 365, Teams, VPN, and core business applications.
• Support endpoint lifecycle needs for executive users, including device builds, replacements, upgrades, peripherals, mobile devices, and secure remote access.
• Cookordination with infrastructure, security, applications, networking, and vendor teams to drive escalated issues to resolution.
• Ensure all executive equipment is tested, configured, documented, and ready before deployment, delivery, event use, or shipment.
• Serve as the primary point of contact for executive technology support matters.
• Partner closely with executive assistants as key stakeholders to understand priorities, coordinate support, and protect executive productivity.
• Maintain ownership of the user experience even when another IT team or vendor is performing the technical resolution.
• Provide proactive, timely, plain-language updates to executives, executive assistants, IT leadership, and other stakeholders.
• Conduct post-resolution follow-up to confirm the issue is fully resolved and the user experience was satisfactory.
• Protect the executive user experience through clear prioritization, warm handoffs, and consistent follow-through.
• Develop and maintain executive support runbooks, checklists, Confluence knowledge articles, event-readiness procedures, and escalation playbooks.
• Identify recurring issues and drive permanent fixes through root cause analysis and cross-functional follow-through.
• Refined executive support workflows, escalation paths, communication standards, tooling, and quality controls.
• Track support trends, response and resolution times, recurring incident categories, and service outcomes.
• Report executive support performance, risks, recurring pain points, and improvement opportunities to IT leadership.
• Provide mentorship, escalation guidance, and standards support to deskside and service desk engineers handling executive-adjacent work.
• Partner closely with executive assistants, infrastructure, security, AV, facilities, vendors, and the broader End User Support team.
• Set the standard for professionalism, urgency, ownership, discretion, and communication across the support organization.
• Participate in the team’s scheduled on-call rotation, providing structured after-hours coverage for executive-impacting issues, critical incidents, and high-visibility events.
• Help build a consistent, accountable, and proactive executive technology support model across the firm.

Qualifications

• 7+ years of experience in IT support, deskside support, executive support, or end user services, including at least 3 years directly supporting C-suite executives, principals, or similarly senior users as a primary point of contact.
• Demonstrated experience supporting live, high-stakes events such as board meetings, investor meetings, earnings calls, executive offsites, client meetings, or equivalent business-critical events.
• Strong troubleshooting expertise across Windows, macOS, Microsoft 365, iOS, mobile device management, collaboration tools, endpoint hardware, conference-room AV, and networking fundamentals.
• Hands-on experience with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management, or similar systems.
• Strong working knowledge of incident management, escalation management, ticket ownership, and ITIL-aligned service delivery practices.
• Excellent written and verbal communication skills, including the ability to explain technical issues clearly to non-technical executive audiences.
• Ability to communicate clearly with executive assistants and senior stakeholders, including during urgent or ambiguous situations.
• Demonstrated discretion, confidentiality, sound judgment, and composure in high-pressure environments.
• Ability to provide hands-on support in office, meeting room, event, and residence environments.
• Ability to work independently, prioritize competing executive needs, and follow issues through to confirmed resolution.
• Willingness and ability to participate in an on-call rotation and provide after-hours support when required.
• Ability to satisfy firm requirements for background, reference, and access reviews related to privileged executive support responsibilities.

Preferred Qualifications

• Experience in financial services, hedge funds, private equity, asset management, legal, or another high-expectation professional services environment.
• Prior experience supporting executive residences, principal home-office technology, or private executive environments.
• Familiarity with endpoint management tools such as Intune or Jamf, identity and access platforms, remote support tools, MDM, and enterprise AV systems, including Crestron, Poly, and Microsoft Teams Rooms.
• Experience authoring SOPs, executive support playbooks, service standards, support checklists, or knowledge articles.
• ITIL Foundation or comparable service management certification.
• Experience mentoring engineers, leading a small executive support function, or setting service standards for a support team.

Benefits

This role offers a competitive salary and benefits package, including health insurance, retirement plans, and paid time off.

Pay

The salary range for this role is $120,000 - $150,000 annually, depending on experience and qualifications.

Schedule

The role requires a full-time, onsite schedule of 4 days per week, with occasional travel to executive residences, offsite venues, and other firm locations as required.