Senior Manager, IT Executive Support

Duties & Responsibilities

• Lead a team of Executive Support professionals, oversee the performance of the walk-up centers, and provide oversight for the internal corporate Help Desk team.
• Ensure the team provides world-class execution of Events for supported Executives, leveraging AV and VTC technologies, leading the planning and execution of the technology plan for video, audio and presentation content, managing the run of show.
• Aid in training the members of the Executive Support team to the standards set, assist with creation of solutions around work tracking and ticket management for the Premier Services organization.
• Technical depth and hands-on troubleshooting across end user and AV technologies
• Leadership and team development
• Strategic thinking and proactive problem solving
• Exceptional customer service and interpersonal skills
• Professionalism and empathy in all interactions, with a customer-centered mindset
• Adaptability and resilience in the face of changing priorities or unexpected challenges
• Keen attention to detail and commitment to quality
• Innovative thinking and a passion for continuous learning
• Integrity, discretion, and sound judgment when handling confidential information
• Professional demeanor and strong leadership skills
• Ability to manage stressful situations in a calm, courteous, and confident manner
• Potential to prioritize and execute tasks in a high-pressure environment
• Ability to utilize metrics and data to improve service quality and team performance
• Passion for IT and eagerness to stay current with changing technology practices
• Coordinate, conduct, and lead meetings to drive solutions from technology teams as it relates to issues impacting our Executives
• Liaise with vendor partners, business users, IT programmers and IT Service owners regarding solutions for events, meetings, new technology and enhancements to existing technology as it relates to the needs of our Executive partners.

Qualifications

• Bachelor's degree in computer science, technical field and/or Business-related field
• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Excellent written and verbal communication skills; ability to communicate across the organization
• Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks
• High degree of discretion, professionalism, and commitment to confidentiality
• Master's degree, Advanced training and or certifications in relevant field/s of study preferred
• Experience in Agile teams and or Product/Platform based operating model
• Experience in retail or grocery preferred