Specialist - VIP Support

About the Role
Lead executive and VIP support to minimize downtime, deliver proactive device health, and ensure white-glove communications and escorts during critical events.

Responsibilities

• Operate tailored models, escort procedures, and rapid response to protect executive productivity.
• Orchestrate proactive device health checks, patch status, and performance reviews to prevent incidents.
• Manage concise, expectation-setting updates and advisories for VIPs during incidents and maintenance.
• Coordinate event coverage, peak-period protection, and on-site readiness for board/leadership engagements.
• Drive Level 1.5/SME engagement; track outcomes and feedback to raise satisfaction.
• Ensure confidentiality and privileged-access controls for VIP environments.
• Track VIP CSAT, response/restore times, and proactive action completion; implement improvements.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field
• ITIL or equivalent preferred
• 2+ years, preferably with majority in end user support
• Experience VIP support in large, multi-vendor enterprises preferred
• Experience in entertainment entities preferred