Executive Technology Experience Specialist

Summary

The Executive Technology Experience Specialist will elevate technology support for senior leaders while strengthening collaboration with our broader helpdesk and IT operations teams. This role focuses on proactive issue detection, AI-driven enhancements, and streamlined processes to ensure executives—and the organization as a whole—experience reliable, responsive, and innovative technology services. The position is about modernizing support models, introducing intelligent tools, and building strong partnerships across IT to deliver measurable improvements in productivity and satisfaction.

Key Responsibilities

• Executive Support & Partnership
  • Act as a primary liaison for executive technology needs, ensuring rapid resolution and clear accountability.
  • Build strong relationships with executives and their assistants, providing confidence and transparency throughout issue resolution.
  • Collaborate with the helpdesk and IT teams to create a unified support experience that scales beyond the executive group.
• Proactive Monitoring & AI Integration
  • Implement telemetry and analytics to detect issues before they impact executive workflows.
  • Introduce AI-powered tools for predictive alerts, automated remediation, and intelligent routing of requests.
  • Explore secure and acceptable AI use cases for senior leaders, ensuring compliance and trust.
• Operational Excellence
  • Redesign escalation processes for “first-time fix” resolution, minimizing repeat issues.
  • Define and document support tiers and SLAs for executives while aligning with enterprise standards.
  • Partner with ITSM teams to integrate real-time dashboards and proactive workflows.
  • Act as single point of contact for Executive Escalations when required
• Collaboration & Continuous Improvement
  • Work closely with the helpdesk and infrastructure teams to share insights and drive process improvements.
  • Monitor trends in support requests and recommend enhancements to improve reliability and responsiveness.
  • Stay current with vendor roadmaps (Microsoft, ServiceNow, Apple) and emerging technologies.
  • Ability to quickly adapt to change 
• Communication & Stakeholder Engagement
  • Maintain clear communication loops during issue resolution, providing reassurance and next steps.
  • Develop training and self-service resources for executive assistants and other stakeholders.

Critical Qualifications

• 5+ years in IT support, service desk leadership, or enterprise technology operations.
• Technical Expertise:
  • Strong knowledge of M365, Teams, ServiceNow, and Mac/Windows ecosystems.
  • Familiarity with telemetry tools, AIOps platforms, and ITSM frameworks.
  • Understanding of network performance, device lifecycle, and collaboration technologies.
  • Experience with IT troubleshooting and process mapping

• Soft Skills:
  • Exceptional communication and customer focus.
  • Ability to manage high-pressure situations with urgency and professionalism.
  • Strong problem-solving and stakeholder management skills.
  • Must be comfortable working with Executives and their Assistants

Preferred Qualifications

• Certifications in Microsoft 365, ServiceNow, or related technologies.
• Exposure to AI-driven IT support models and proactive monitoring solutions.
• ITIL certification