URBN Executive IT Support Lead

Urban Outfitters•Philadelphia, PA

About The Position

URBN is looking for an Executive IT Support Lead that will deliver high-touch, "white-glove" technical assistance to the senior leadership and executive teams at URBN, ensuring our most critical stakeholders have a seamless technology experience. In addition to direct support, this role acts as a primary escalation point for the Navy Yard support team, overseeing SLA compliance, incident management, and high-visibility corporate events. The successful candidate will demonstrate a composed demeanor in high-pressure scenarios, coupled with the business acumen and discretion necessary to navigate complex organizational dynamics.

Requirements

A minimum of 5 years in IT support, with at least 2 years specifically focused on senior lead or executive-facing technical assistance.
Deep technical proficiency in macOS within a corporate ecosystem, encompassing configuration, advanced troubleshooting, and fleet management.
Extensive hands-on expertise with AV and collaboration platforms, specifically Zoom and Google Meet, including room system architecture and live event orchestration.
Demonstrated success in managing the escalation lifecycle and ensuring SLA compliance within a fast-paced ITSM environment.
Functional experience navigating and supporting Microsoft 365 and Google Workspace environments.
Strong interpersonal aptitude with a "customer-first" mindset and a polished, professional presence.
Maintains a composed and professional demeanor in high-pressure scenarios, with the ability to triage and resolve high-visibility incidents without disrupting executive workflows.
Demonstrates the business acumen and discretion necessary to navigate complex organizational dynamics and sensitive environments.
Expertly prioritizes and manages multiple concurrent objectives, transitioning between tasks with agility while maintaining a high standard of quality.
Exceptional communication skills, with the ability to translate complex technical specifications into clear, actionable information for non-technical stakeholders.
Strong interpersonal aptitude with a "customer-first" mindset and a polished, professional presence.
Proactive and self-directed approach, taking full ownership of issues from initial identification through to successful resolution.

Responsibilities

Act as the primary technical point of contact for URBN’s senior leadership team, delivering proactive, "white-glove" IT support.
Anticipate and mitigate technical complications before they impact leadership, spanning hardware, software, mobile devices, and connectivity solutions.
Orchestrate and execute AV and technical requirements for high-visibility events, including town halls, board meetings, and executive off-sites via Zoom and Google Meet.
Manage the escalation lifecycle by triaging, prioritizing, and resolving high-impact incidents while maintaining stakeholder communication and internal team engagement.
Oversee and enforce SLA compliance within the support team, analyzing trends and implementing strategic improvements to minimize recurring incidents.
Collaborate with cross-functional IT departments to align on complex requests, projects, and deployments impacting the executive environment.