Senior End User Services Specialist — Executive Support
About The Position
Serve as the dedicated technical partner for C-suite leaders, VPs, and Board Members in a hybrid model (minimum 4 days in-office per week with flexibility required for executive schedules and events). This senior-level role delivers white-glove, high-urgency support with a strong emphasis on AV, video conferencing and Google Workspace environments across Apple macOS and Windows platforms. About the Team The End User Services team delivers exceptional technical support and infrastructure reliability to empower Rapid7 employees to do their best work seamlessly. About the Role As a Senior End User Services Specialist — Executive Support, your primary responsibility will be to serve as the dedicated primary technical support contact for executive-level users, providing elevated, white-glove service with exceptional discretion and urgency. Specifically, your focus will be to: Diagnose and resolve issues with full AV systems, including conference room setups, display systems, audio equipment, and integrated control systems. Manage and support executive video conferencing experiences using Zoom, Google Meet, and hardware endpoints to ensure flawless session quality. Support and administer Google Workspace (GWS) environments, including Gmail, Drive, Calendar, and Admin Console tasks for executive accounts. Manage executive device provisioning, OS imaging, MDM enrollment using Jamf or Intune, and end-to-end lifecycle management. Lead executive onboarding and offboarding procedures, including identity provisioning and secure device allocation. Proactively identify trends, recurring issues, and risks impacting executive users while driving process improvements and preventive measures. Develop and maintain executive-specific runbooks, SOPs, and knowledge base documentation while mentoring team members. Provide on-site and hybrid support, maintaining availability for early or late support windows and travel as needed for executive events.
Requirements
- 5+ years of IT/End User Services experience with at least 2 years in an executive or VIP support capacity.
- Deep expertise in AV systems, conference room technology, audio conferencing, and control systems such as Crestron or Extron.
- Expert-level proficiency with Zoom and Zoom Rooms administration, including troubleshooting, room configuration, and license management.
- Expert-level proficiency with Google Meet and Google Workspace administration, including Admin Console, Drive, Calendar, and Meet hardware.
- Working knowledge of Microsoft 365 environments (Outlook, Teams) to support cross-platform executive workflows.
- Advanced troubleshooting capabilities across macOS, Windows, iOS, and Android endpoint environments.
- Experience with MDM platforms like Jamf or Intune for device provisioning, enrollment, and policy management.
- Familiarity with Automox, endpoint compliance tooling, ITSM platforms such as Freshservice or ServiceNow, and security best practices.
- Ability to make efficient decisions under pressure that resolve technical challenges and enable momentum during high-stakes executive calls.
- Ability to communicate in a clear manner that conveys complex technical issues simply to executive stakeholders.
- Ability to build cross-functional relationships across ITSM, security, and executive operations to deliver continuous service improvements.
- Embody core values to foster a culture of excellence that drives meaningful impact and collective success.
Responsibilities
- Diagnose and resolve issues with full AV systems, including conference room setups, display systems, audio equipment, and integrated control systems.
- Manage and support executive video conferencing experiences using Zoom, Google Meet, and hardware endpoints to ensure flawless session quality.
- Support and administer Google Workspace (GWS) environments, including Gmail, Drive, Calendar, and Admin Console tasks for executive accounts.
- Manage executive device provisioning, OS imaging, MDM enrollment using Jamf or Intune, and end-to-end lifecycle management.
- Lead executive onboarding and offboarding procedures, including identity provisioning and secure device allocation.
- Proactively identify trends, recurring issues, and risks impacting executive users while driving process improvements and preventive measures.
- Develop and maintain executive-specific runbooks, SOPs, and knowledge base documentation while mentoring team members.
- Provide on-site and hybrid support, maintaining availability for early or late support windows and travel as needed for executive events.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
