VIP Support Lead
Core
Lead Level 2 IT support operations and act as an escalation point for complex technical issues, ensuring seamless technology access for global users and providing premium 'White Glove' service to Executive Leadership and VIPs.
Role type
Senior IT Support Engineer (L2 Operations & VIP Support)
Builds
IT support services, incident resolution, and service desk operations for a global enterprise
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 management, ITIL principles, Team mentoring, Documentation management, Cross-platform device management
Preferred skills
White Glove service experience, Strategic IT project contribution, Global operations support, AI-driven tool utilization
Technologies
ServiceNow, Jira Service Management, Jamf Pro, Microsoft Intune, PowerShell, Bash, Python, Azure, AWS, VMware, Hyper-V
Responsibilities
Resolve escalated hardware, software, and network issues; Lead Priority 1 and 2 incidents as Incident Commander; Monitor support queues and ensure SLA compliance; Mentor junior engineers on troubleshooting and best practices; Maintain and refine internal IT documentation and SOPs; Collaborate with infrastructure and security teams to streamline support processes.
Seniority
Senior, hands-on IC with leadership responsibilities
