Service Desk Lead, Executive Support

CAI World-Wide•Salt Lake, UT

1d•Onsite

About The Position

We are seeking a highly skilled and polished Service Desk Lead, Executive Support to provide exceptional technical support to senior leaders, including C-level executives, at our global headquarters in Salt Lake City. This individual will serve as the first point of contact for any technology issues impacting our leadership team, ensuring seamless productivity and a best-in-class support experience. The ideal candidate combines strong technical troubleshooting skills with outstanding communication, professionalism, and a calm, confident presence when working under pressure.

Requirements

3–5 years of experience in IT support, with at least 1 year supporting executive or high-priority users.
Strong knowledge of Windows 10/11 and macOS environments.
Proficiency with Microsoft 365 applications and administration basics.
Hands-on experience with laptop hardware troubleshooting and replacements.
Familiarity with network fundamentals (Wi-Fi, VPN, printers, connectivity).
Experience using ticketing and remote support tools.
Exceptional communication and interpersonal skills — able to interact confidently with executives and non-technical users.
Professional appearance, discretion, and a customer-first attitude.
Ability to stay composed, prioritize effectively, and solve problems in fast-paced situations.
Strong customer service mindset and ownership of issues from start to finish.
Professional demeanor and ability to represent IT in executive settings.
High sense of urgency, reliability, and confidentiality.
Ability to think ahead, anticipate needs, and deliver without waiting for direction.

Nice To Haves

Experience with Azure AD, Intune, or other device management platforms.
Familiarity with Apple device management (Jamf, MDM).
Basic scripting knowledge (PowerShell or Bash).
Exposure to server or network environments.
IT certifications such as CompTIA A+, Microsoft 365 Certified, or Apple ACSP.

Responsibilities

Deliver responsive, high-touch IT support to executives and senior staff in person and remotely.
Troubleshoot and resolve hardware and software issues quickly and effectively across Windows and macOS laptops.
Support Office 365 and Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
Configure and maintain laptops, peripherals, and mobile devices.
Assist with user access, password resets, and basic Active Directory functions.
Manage and document incidents, resolutions, and preventive actions.
Anticipate executive technology needs and proactively prepare systems and devices for meetings or travel.
Ensure meeting rooms, AV equipment, and conference technology are ready and tested before critical sessions.
Handle technical crises calmly, communicate clearly, and drive rapid resolution with minimal disruption.
Provide white-glove service with professionalism, discretion, and attention to detail.
Collaborate with infrastructure, networking, and security teams when escalation or coordination is required.