Sr. IT Manager

About the role

This Role Combines Two Critical Service Domains Executive Care (Diamond / Platinum / C-Suite Support) – high-touch, 24/7 IT support for executives and their offices
Event Services – planning and execution of IT services supporting executive engagements, board meetings, and global events

Responsibilities

• Lead delivery of premium executive IT support, ensuring fast response, high quality, and discretion aligned with Diamond Support standards
• Ensure 24/7 global coverage, including on-call and follow-the-sun support, meeting defined SLAs and response targets
• Oversee incident management, escalations, and resolution, ensuring proper tracking, documentation, and continuous improvement
• Drive proactive support through regular executive workspace checks, conference room readiness, and anticipation of issues before they impact executives
• Own IT delivery for executive events, including planning, technical readiness, live support, and post-event reviews
• Establish and standardize event support processes to ensure consistent, scalable delivery across regions
• Cook up and coordinate with infrastructure, network, AV, and security teams to ensure reliable technology for executive interactions and events
• Lead and develop a global team with clear roles, accountability, and effective coverage across services
• Implement structured operational rhythms (e.g., LSW, daily checks, service reviews) to ensure consistency and performance
• Govern the Executive Services model, including support tiers, escalation paths, and service reviews
• Act as primary escalation point for executive IT issues, ensuring quick resolution and strong stakeholder trust
• Promote a strong customer focus, delivering a seamless and personalized executive experience
• Drive continuous improvement through feedback, metrics, and process optimization
• Identify automation and innovation opportunities (e.g., AI, analytics) to improve efficiency and proactive support
• Align Executive Services with broader IT and Digital Workplace strategy

Qualifications

• 8+ years of experience in IT Service Delivery, End User Computing, or Executive Support
• Proven experience managing high-touch IT support teams for senior stakeholders
• Strong understanding of incident management, IT operations, and SLA-driven service delivery
• Experience managing global teams and on-call support models
• Ability to perform effectively in high-pressure, high-visibility environments
• Experience with executive support models (e.g., Diamond / Platinum support)
• Strong leadership, communication, and stakeholder management skills
• Deep understanding of Digital Workplace technologies (collaboration, endpoint, AV environments)
• Proactive, solution-oriented mindset with strong decision-making capabilities
• Experience with ServiceNow or similar ITSM platforms