Senior Director, Service Management: Executive & End-User Technical Experience- Office based- Morrisville, NC

Syneos Health • Morrisville, NC

111d • Remote

About The Position

The Executive Technical Experience Director is a hands-on leader and technical expert responsible for ensuring a seamless, proactive, and 'white-glove' technology experience for the Executive Leadership Team (ELT) and overseeing key end-user technology operations across North America. This role combines direct technical delivery with leadership of critical tech functions, including Level 2 (L2) support, workstation refresh programs, and new hire technical onboarding, ensuring both executives and broader staff benefit from a premium, reliable, and continuously improving technology environment. This individual sets the standard for service excellence and accountability in executive-facing support while also driving wider operational capabilities that impact employee productivity and technology adoption. They will lead a dedicated team, foster a culture of end-to-end ownership and responsiveness, and serve as the single point of accountability for both executive technology experience and regional end-user service delivery. The role spans office, travel, HQ, and remote environments, with a strong emphasis on proactive engagement, visible service presence, and seamless coordination between frontline support teams and specialized technology groups.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 7+ years in IT support roles, with at least 5 years leading or managing a high-performing team.
• Proven track record of delivering white-glove, high-urgency support in executive or VIP environments.
• Advanced proficiency in Windows 11 and macOS device support.
• Mobile device support (iOS, Android) with MDM tools (Intune, AirWatch).
• In-depth knowledge of Microsoft Teams, Webex, and enterprise email/calendaring (Outlook/Exchange).
• Experience supporting executive conference/AV systems (Crestron, Poly, Logitech Rally, Cisco Webex Room Devices).
• Strong knowledge of endpoint security, MFA, VPN, Wi-Fi troubleshooting, and encryption policies.
• Familiarity with monitoring and diagnostics tools (e.g., Nexthink, SysTrack, Crestron XiO Cloud, Logitech Sync).
• Extensive expertise in infrastructure domains.
• Strong command of IT Service Management best practices.

Nice To Haves

• Advanced degree or industry certifications (ITIL, Microsoft, Apple, AVIXA CTS) preferred.

Responsibilities

• Lead, mentor, and develop a team of executive support specialists, ensuring they consistently deliver high-quality, proactive support.
• Establish clear performance expectations, provide regular feedback, and address performance issues directly and constructively.
• Build a collaborative and motivated team culture where accountability, reliability, and continuous improvement are non-negotiable.
• Own the end-to-end executive support service, ensuring a consistent 'white glove' experience across office, travel, and remote work scenarios.
• Lead and manage L2 support operations for North America, ensuring escalation from the Service Desk are resolved effectively and within SLAs.
• Direct the delivery of workstation refresh programs to maintain optimal endpoint performance across the region.
• Oversee new hire technical onboarding and orientation to ensure a seamless technology setup, productivity from day one, and positive first impressions.
• Translate executive and employee feedback into actionable service improvements and align the team's priorities to deliver measurable impact.
• Partner with other technology leaders to address systemic issues at root cause, while shielding end users from unnecessary internal complexity.
• Deliver a strong onsite presence at HQ and other offices, embedding the team within the business to proactively identify and resolve technology issues.
• Act as a leadership escalation point for Service Management during US hours.
• Serve as the primary executive-facing technology leader, representing Core Technology with credibility and authority.
• Anticipate executive needs and proactively align team actions to executive schedules, travel, and business priorities.
• Provide executives with a single, accountable point of contact for their technology experience.
• Define, implement, and monitor KPIs/SLAs for executive support services, ensuring team accountability to measurable results.
• Oversee proactive monitoring of executive devices, applications, and collaboration systems to identify and address issues before disruption occurs.
• Ensure readiness of executive conference rooms and AV systems through regular checks and preventative maintenance.
• Take ownership of incidents, coordinating across teams to restore service quickly while managing executive communication with confidence.
• Support new Digital Workplace product launches and technology upgrades.
• Provide technical support for Townhalls, conference rooms, corporate events and executive meetings.
• Capture and share lessons learned from incidents to drive continual service improvements.
• Ensure executives are fully supported during travel, including device preparation, connectivity planning, and rapid troubleshooting.
• Provide timely and reliable remote support regardless of location, coordinating the global team to cover all scenarios.

Benefits

• Health benefits to include Medical, Dental and Vision.
• Company match 401k.
• Eligibility to participate in Employee Stock Purchase Plan.
• Eligibility to earn commissions/bonus based on company and individual performance.
• Flexible paid time off (PTO) and sick time.
• Potential company car or car allowance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree