Senior Executive IT Support Manager

TalentBurst•Chicago, IL

10d•Onsite

About The Position

The Executive IT Support Manager / Senior Manager is a highly visible, hands-on technology leader responsible for the end-to-end delivery of headquarters IT support, including executive technology support, deskside services, conference room and audiovisual operations, and critical meeting readiness. The role personally provides white-glove support to the CEO and the CEO's direct reports while leading two Executive Support Engineers and coordinating across internal technology teams and external vendors. Success requires a rare combination of deep technical capability, executive presence, discretion, calm decision-making, and meticulous preparation. The incumbent anticipates risks, develops practical Plan B and Plan C contingencies, and restores service quickly and professionally when technology fails. The role owns the flawless technical execution of Board of Directors, investor, executive leadership, and other high-stakes meetings where service quality, confidentiality, and business continuity are critical. This is a player-coach role who can lead the headquarters support function, personally resolve complex issues, and create confidence for senior executives during time-sensitive, high-pressure situations.

Requirements

Advanced troubleshooting and support experience with Windows 11, macOS, laptops, desktops, mobile devices, printers, monitors, docks, peripherals, device imaging, drivers, and hardware diagnostics.
Strong knowledge of Microsoft 365 applications and services used in day-to-day support, including Outlook, Teams, OneDrive, SharePoint, Office applications, Intune, Entra ID / Active Directory concepts, and remote support tools.
Demonstrated expertise with enterprise AV and collaboration technology, including Microsoft Teams Rooms, cameras, microphones, speakers, displays, room control systems, wired and wireless presentation, and live meeting troubleshooting.
Working knowledge of networking and connectivity concepts, including Wi-Fi, wired networks, VPN, DNS, DHCP, authentication, conferencing traffic, and systematic isolation of endpoint versus infrastructure issues.
Experience with IT service management tools and disciplines, including incident, request, problem, change, knowledge, asset, and vendor management.
Ability to read technical documentation, interpret logs and error information, engage specialized engineering teams, and translate technical issues into concise business language.
Executive presence and emotional composure: remains calm, respectful, and decisive when expectations are high, time is limited, or multiple stakeholders are under pressure.
Exceptional interpersonal judgment: adapts communication and support approach to the preferences, working styles, and urgency of senior executives without compromising policy, security, or professionalism.
Proactive risk management: thinks several steps ahead, identifies points of failure, validates assumptions, and prepares credible alternatives before critical moments.
Ownership and accountability: stays engaged until service is restored, communicates clearly, closes loops, and ensures corrective actions are completed.
Discretion and confidentiality: protects sensitive executive, Board, investor, personnel, and company information.
Operational discipline: builds repeatable processes, clear roles, checklists, escalation paths, service expectations, and documentation while remaining agile during incidents.
Strong written and verbal communication, including the ability to brief executives, coordinate technical teams, and de-escalate difficult interactions with poise.
Ability to prioritize multiple simultaneous demands and make sound, risk-based decisions with limited supervision.
Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred. Equivalent relevant experience may be considered.
8 years of progressive end-user, deskside, executive, workplace technology, or AV support experience, including significant direct support of C-suite or senior executive customers.
3 years of people leadership, team lead, or service ownership experience in a high-touch enterprise IT environment.
Demonstrated experience leading the technology delivery for Board, investor, executive leadership, or similarly high-consequence meetings and events.
Experience supporting both Windows and macOS in an enterprise environment and managing issues that cross endpoint, identity, collaboration, network, and AV domains.

Nice To Haves

ITIL, Microsoft, Apple, AVIXA / CTS, or relevant technical certifications are preferred but not required.

Responsibilities

Provide direct, hands-on, white-glove technology support to the CEO, the CEO's direct reports, Board members, and other designated executives, including support in offices, meeting spaces, during travel, and remotely as business needs require.
Build trusted relationships with executives and executive assistants by demonstrating discretion, empathy, situational awareness, concise communication, and disciplined follow-through.
Own complex and escalated incidents from intake through resolution, keeping stakeholders informed without creating unnecessary technical noise or disruption.
Anticipate executive needs by reviewing schedules and upcoming events, validating technology in advance, and preparing backup devices, connectivity, presentation methods, and support coverage.
Handle confidential and sensitive information with the highest level of integrity and sound judgment.
Lead the technical planning and execution of Board of Directors, investor, earnings, executive leadership, town hall, and other mission-critical meetings.
Create and execute readiness plans, including room validation, device testing, AV and collaboration checks, content and presentation testing, connectivity verification, dry runs, support staffing, and stakeholder communications.
Develop and maintain documented Plan B and Plan C contingencies for common failure scenarios, including device, display, audio, conferencing, network, power, access, and presentation failures.
Provide discreet real-time support during live meetings, rapidly isolate issues, make risk-based decisions, and recover service with minimal impact to the audience.
Coordinate with executive assistants, Corporate Communications, Facilities, Security, Network, Collaboration, vendors, and other partners to ensure clear ownership and seamless delivery.
Conduct post-event reviews for material issues and implement corrective actions to prevent recurrence.
Own the overall headquarters IT support experience, including deskside support, conference rooms, Microsoft Teams Rooms, audiovisual technology, executive offices, printers, peripherals, and related workplace technology.
Serve as the senior escalation point for headquarters incidents and service requests, personally troubleshooting when needed and mobilizing the correct resolver teams for issues outside the team's direct control.
Ensure conference rooms and AV systems remain secure, current, and operational through preventive maintenance, firmware and software updates, testing, lifecycle planning, and vendor coordination.
Manage device setup, imaging, configuration, operating system and application troubleshooting, connectivity, peripherals, and executive mobility needs across Windows and macOS environments.
Maintain accurate procedures, support playbooks, event checklists, knowledge articles, inventory records, and escalation contacts.
Partner with Facilities and workplace teams on headquarters technology changes, office moves, buildouts, conference room upgrades, and business continuity requirements.
Lead, coach, and develop two Executive Support Engineers; establish schedules, on-call and event coverage, clear responsibilities, performance expectations, and technical development plans.
Balance day-to-day operational demand with proactive maintenance, project delivery, executive needs, and high-priority events.
Establish service standards and measurable operating routines for responsiveness, communication, incident ownership, meeting readiness, documentation, and customer experience.
Monitor incidents, requests, trends, recurring failures, and service risks; drive root-cause analysis and continuous improvement.
Manage vendor relationships and support engagements for AV, conferencing, hardware, and specialized executive support services.
Contribute to technology roadmaps, standards, lifecycle plans, budget inputs, and projects affecting headquarters and executive users.