IT Client Service Lead – Executive/VIP Support

About the role

The Executive/VIP Support position provides personalized, white-glove technology support and technical oversight to the Aegon/Transamerica Leadership Team, Management Board, C-level Executives, and the Executive Support staff - including Chiefs of Staff and Executive Assistants. This role combines hands-on technical expertise with executive relationship management skills to provide high quality technology services. The individual serves as a trusted technology partner and primary point of contact for executive technology issues, ensuring timely resolution, proactive support, and minimal disruption to critical business activities. This position requires an on-site, in-office presence to provide direct support to executives and ensure technology readiness for executive sessions, board meetings, and business events. There will also be occasional off-site events for sales events and meetings at hotel conference centers.

Responsibilities

• Provide responsive and personalized technical support to executive leadership, board members, and executive support teams.
• Serve as a primary point of contact for executive technology issues and escalations, maintaining ownership through resolution and follow-up.
• Efficiently diagnose and resolve hardware, software, connectivity, mobile-device, and collaboration-platform issues.
• Support Windows and Mac computers, smartphones, tablets, printers, and Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Configure and troubleshoot multifactor authentication, secure remote access, wireless connectivity, and mobile-device management tools.
• Coordinate executive onboarding, device deployments, equipment upgrades, office moves, and technology preparation for business travel.
• Anticipate executive technology needs and address potential issues before they affect business operations.
• Provide direct, on-site technology support for board meetings, executive gatherings, town halls, and other critical business events.
• Prepare, test, and troubleshoot Microsoft Teams conference rooms, audiovisual equipment, presentation tools, and video-conferencing platforms before meetings and events.
• Coordinate with executive support staff, event organizers, internal technology teams, and external vendors to confirm requirements and establish appropriate support coverage and contingency plans.
• Maintain a visible technology support presence during critical meetings and events, resolving issues promptly and professionally.
• Act as an Enterprise Technology liaison to executive leadership and support teams, building trusted relationships and providing frictionless service.
• Develop, maintain, and improve executive support processes, procedures, documentation, and escalation practices.
• Partner with Enterprise Technology service owners, regional infrastructure leaders, cybersecurity, application teams, and external vendors to resolve complex incidents and recurring service issues.
• Identify service trends and recommend improvements to technology, support delivery, and the executive user experience.
• Communicate executive feedback and opportunities for service improvement to ET leaders and teams.
• Exercise sound judgment and maintain strict confidentiality when handling sensitive executive, customer, employee, financial, and corporate information.
• Follow applicable information-security controls, regulatory requirements, and incident, problem, and change-management procedures.
• Help maintain accurate support records, knowledge articles, and executive technology documentation.
• Collaborate across global teams to provide coordinated and consistent executive support.

Qualifications

• Bachelor’s degree in information technology, computer science, business management, or a related field, or equivalent work experience.
• Five or more years of experience delivering technology services or providing end-user technical support in a large corporate environment.
• Demonstrated experience directly supporting senior executives, board members, or other high-profile users.
• Working knowledge of identity and access management, multifactor authentication, endpoint security, encryption, and mobile-device management.
• Excellent verbal and written communication skills, including the ability to explain technical issues clearly to nontechnical audiences.
• Strong interpersonal, conflict-resolution, problem-solving, and negotiation skills.
• Ability to influence