Specialist - VIP Support

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.

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.