Executive Experience Lead
Core
Senior IT Support Engineer leading Level 2 operations, acting as an escalation point for complex technical issues and providing White Glove service to Executive Leadership and VIP users.
Role type
Senior IT Support Engineer (L2 Lead / Incident Commander)
Builds
Resolved incidents, improved support processes, and seamless technology access for global users.
Domain
IT Operations / Enterprise Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced troubleshooting, Incident management, ITIL principles, macOS enterprise support, Device fleet management, Scripting and automation, Stakeholder engagement, Documentation management, Shift coordination
Preferred skills
ITIL Intermediate/Expert certification, Azure Administrator, Jamf Certified Expert, CASP+ certification, Cloud platform familiarity, AI-driven support tools experience
Technologies
ServiceNow, Jira Service Management, Jamf Pro, Apple Business Manager, Intune, 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; Monitor support queues to ensure SLA compliance; Mentor junior engineers and associates; Create and refine internal documentation; Collaborate across IT functions to streamline support processes.
Seniority
Senior, hands-on IC with leadership responsibilities