Executive Experience Lead
Core
Senior IT Support Engineer leading Level 2 operations and White Glove support for Executive Leadership and VIP users, ensuring seamless technology access and resolving complex technical issues.
Role type
Senior IT Support Engineer (L2 Lead & White Glove)
Builds
High-availability IT support services for global users and executive stakeholders
Domain
Enterprise IT Operations / End-User Computing
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced troubleshooting, Incident Command, ITIL principles, macOS enterprise support, Jamf Pro, Microsoft Intune, ServiceNow, PowerShell, Bash, Python, shift coordination, documentation management
Preferred skills
ITIL Intermediate/Expert, Azure Administrator, Jamf Certified Expert, CASP+, cloud platforms (Azure/AWS/GCP), virtualization (VMware/Hyper-V), AI-driven support tools
Technologies
Jamf Pro, Apple Business Manager, APNs, Intune, ServiceNow, Jira Service Management, PowerShell, Bash, Python, Microsoft Power Automate, Azure, AWS, Google Cloud, VMware, Hyper-V
Responsibilities
Provide advanced technical assistance across hardware, software, and network environments; Take ownership of Priority 1 and Priority 2 incidents as Incident Commander; Monitor support queues to ensure SLA compliance; Mentor junior engineers on troubleshooting and operational best practices; Create and refine internal documentation including SOPs; Collaborate with infrastructure, security, and application teams to streamline support processes
Seniority
Senior, hands-on IC with leadership responsibilities