VIP Support Lead
Core
Senior IT Support Engineer leading Level 2 operations and White Glove support for Executive Leadership and VIP users, ensuring seamless access to technology and resolving complex technical issues.
Role type
Senior IT Support Engineer (L2 Lead / White Glove)
Builds
IT support services, incident resolution, and operational excellence 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, Team mentoring, Documentation management, Cross-functional collaboration, Shift coordination, Data-driven improvement
Preferred skills
White Glove service experience, Strategic IT project contribution, Global support experience, AI-driven tools usage
Technologies
macOS, Jamf Pro, Apple Business Manager, Intune, ServiceNow, Jira Service Management, PowerShell, Bash, Python, Azure, AWS, 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; Provide guidance and coaching to junior team members; Create and refine internal documentation; Partner with infrastructure, security, and application teams; Use ticket data to identify trends and opportunities for service enhancement.
Seniority
Senior, hands-on IC with leadership responsibilities
