About the Role
This role focuses on providing lead executive and VIP support to minimize downtime, deliver proactive device health, and ensure seamless white-glove communications and escorts during critical events. You will be responsible for tailoring support models that enhance executive productivity and maintain high levels of satisfaction among VIPs.
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Responsibilities
- Operate tailored models, escort procedures, and rapid response systems 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 activities.
- Coordinate event coverage, peak-period protection, and on-site readiness for board and leadership engagements.
- Drive Level 1.5/SME engagement by tracking outcomes and feedback to improve satisfaction.
- Ensure confidentiality and privileged access controls in VIP environments.
- Track VIP customer satisfaction (CSAT), response/restore times, and completion of proactive actions; implement necessary improvements.
Requirements
- Bachelor’s degree in IT, Computer Science, or a related field.
- ITIL or equivalent certification preferred.
- 2+ years of experience, preferably with the majority in end user support.
- Experience in VIP support within large, multi-vendor enterprises is preferred.
- Experience in entertainment entities is also preferred.
