Executive IT Support Engineer- Lead

USAA•San Antonio, TX

4d•$127,310 - $243,340•Hybrid

About The Position

We are seeking a dedicated Infrastructure Engineer Lead for one of the most visible and strategically important technology environments at USAA. As a member of the Executive Technology Support team, you will architect, operate, and continuously enhance the systems, endpoints, mobility, identity, conferencing, and AV ecosystems that enable USAA's executive leadership to perform at their highest level each day, including the Chairman, CEO, executive officers, and their support teams. This is a hands-on infrastructure engineering role with a highly visible executive-facing dimension. You will design, automate, and optimize executive computing experience; diagnose and resolve the most complex cross-functional incidents spanning endpoint, network, identity, and collaboration platforms; and drive systemic engineering improvements that eliminate recurring issues at their source. You will establish the standards, operational playbooks, observability frameworks, and infrastructure-as-code capabilities that transform white-glove support from reactive intervention into a scalable, engineered service. In addition, you will serve as a trusted technology advisor to senior leaders during mission-critical business events, executive meetings, travel, and leadership transitions. If you are looking for an opportunity where your infrastructure engineering impact is experienced daily at the highest levels of the organization, this role offers a unique platform to shape and influence the executive technology experience across the enterprise. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX. Relocation assistance IS available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
8 years of infrastructure experience demonstrating depth of technical understanding within a specific discipline(s)/technology(s) — to include 2 years' experience in a Systems Operations or end-user computing environment supporting complex deployment and infrastructure management activities, or applicable IT experience such as IT Management, Software Development, Data Engineering, or Agile Product/Release Management.
6 years of experience creating, modifying, and maintaining infrastructure and individual system components across endpoint, mobility, identity/access, conferencing/AV, or collaboration platforms.
Advanced troubleshooting depth across end-to-end technology stacks — including endpoint (Windows and/or macOS), mobility (iOS/Android/MDM), identity and access (SSO, MFA, conditional access), enterprise networking and remote access, and collaboration tools (Microsoft 365, Teams, Zoom).
Advanced troubleshooting experience with mobile device management, Outlook/Exchange Online, Teams, MFA, and mobile security/compliance controls in an enterprise environment.
Demonstrated experience working with cloud technologies and tools.
Experience automating service delivery and maintenance through scripting and/or infrastructure-as-code (PowerShell, Bash, Python, Terraform, Ansible, or equivalent).
Experience owning complex, cross-team escalations end-to-end and driving root-cause remediation back into the underlying platforms.
Advanced level of business acumen in the areas of business operations, risk management, industry practices, and emerging trends.
Demonstrated ability to operate with professionalism, discretion, confidentiality, and sound judgment in high-visibility and time-sensitive situations.
Strong oral and written communication skills, including the ability to explain complex technical topics clearly to non-technical and executive audiences.

Nice To Haves

Demonstrated success supporting senior leaders, executives, boards, or other high-touch customer groups in a large enterprise, financial services, or similarly regulated environment.
Possess advanced engineering depth in at least two of: macOS management (Jamf or equivalent), Windows endpoint management (Intune, SCCM), iOS/Android MDM, identity and access engineering, enterprise networking and remote access, or executive conference room and AV design (Zoom Rooms, Microsoft Teams Rooms, Crestron / Poly / Cisco).
Engineered, instrumented, and continuously optimized executive computing environments — including telemetry and digital experience monitoring (e.g., Nexthink, ControlUp, Splunk, or similar) and using that telemetry to drive proactive fixes.
Embedded and scaled automation and infrastructure-as-code into a support / end-user computing function to eliminate manual toil.
Applied and operationalized AI-assisted support, agentic tooling, or generative AI responsibly inside an enterprise support context.
Directed resolution of complex escalations that require coordination across endpoint, identity, networking, collaboration, security, and vendor teams.
Partnered strategically with Cybersecurity on executive threat protection, endpoint hardening, and privileged access patterns.
Orchestrated cross-functional partnerships with Executive Protection, Corporate Communications, Executive Administration, Facilities, and Physical Security to deliver an integrated executive experience.
Established and advanced support procedures, playbooks, readiness checks, or operational standards; and mentoring peers or serving as an escalation point for junior engineers.
Designed and led 24x7 on-call, follow-the-executive, and travel-support coverage models.
Relevant certifications, including: CompTIA A+, Apple Device Support (ACSP — Apple Certified Support Professional), InfoComm CTS (Certified Technology Specialist), ITIL v4 Foundation, Microsoft 365 Certified: Endpoint Administrator, or equivalent (a plus).

Responsibilities

As a subject matter expert guides team in the design of highly complex, scalable IT systems infrastructure; creates and enforces standards for system change; manages execution for the most complex implementations, ensures service delivery and maintenance tasks are appropriately automated, and Influences and guides monitoring, observability, and tooling activities.
Leads resolution of the most complex production issues and guides troubleshooting of end-to-end solutions that span multiple systems.
Provides real-time complex trouble-shooting support for major incidents.
Work side by side with lead Architecture to establish tech requirements and perform lab testing / data results gathering for tech decisions.
Identify and implement process improvements; Expert understanding of IT infrastructure management and automating service delivery best practices.
Collaborates with stakeholders to evaluate and share information about the customer issues and the identification of solutions Provides internal team leadership by mentoring engineers, coaching engineers on design, development, and maintenance of systems and tools, techniques and processes.
Prioritizes, assigns, and monitors work assignments under the direction of management.
Actively participates in industry, COE, or other discipline-relevant groups/panels to keep abreast of industry trends and share best practices with team.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.