Lead Tech Support Specialist

Job Duties & Responsibilities

• 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.
• Advises 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.
• 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

• 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

• 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.