Sr Manager - Service Desk

This role requires a proactive, polished professional who thrives in a fast-paced executive environment and is comfortable traveling regionally to support high-priority corporate governance meetings, operating reviews, and other executive events.

Key Responsibilities:

Executive & VIP Support

• Serve as the primary point of escalation for all IT support needs of the CEO and Executive Leadership Team
• Deliver concierge-level, white-glove desktop, laptop, mobile, and AV support with a strong sense of urgency and discretion
• Anticipate executive technology needs proactively staging equipment, pre-checking meeting rooms, and preparing for travel requirements before issues arise
• Build trusted, long-term relationships with executive stakeholders and their administrative assistants

AV & Conference Room Support

• Set up, operate, and troubleshoot AV systems for senior leadership meetings, Executive Committee sessions, All-Hands presentations, and video conferences
• Manage and maintain corporate conference room technology, including video conferencing platforms (Teams, Zoom, Webex), displays, cameras, microphones, and control systems
• Coordinate with facilities and external AV vendors as needed for large-scale events

Travel & Event Support

• Travel regionally, nationally, and occasionally internationally to provide on-site IT and AV support for senior leadership meetings, Regional Operating Review meetings, and other executive off-site events
• Coordinate logistics for executive technology needs at off-site venues; liaise with hotel/venue AV teams in advance
• Estimated travel: 20 30%, with some trips requiring short-notice availability

Team Management & Leadership

• Directly manage the corporate field support team responsible for IT support across the broader corporate office, including hiring, onboarding, performance management, and professional development
• Set clear performance expectations, conduct regular 1:1s and performance reviews, and foster a culture of accountability, continuous improvement, and exceptional service
• Act as a player-coach remaining hands-on while empowering the team to resolve Tier 1/2 issues independently
• Define, document, and enforce support standards, best practices, and procedures for the field support team
• Manage staffing levels, scheduling, and coverage to ensure consistent service delivery across the corporate office

IT Operations

• Image, configure, deploy, and manage Windows and macOS endpoints and iOS/Android mobile devices via MDM (Intune)
• Partner with the broader IT organization on asset management, hardware refresh cycles, and procurement
• Maintain accurate inventory of corporate HQ assets
• Contribute to IT projects including office moves, hardware refreshes, and new technology rollouts

Qualifications:

Required

• Bachelor's degree in Information Technology, Computer Science, or a related technical field
• 7+ years of progressive IT field support / desktop support experience, with at least 2 3 years supporting executives or VIP users, and 2+ years in a people management role
• Exceptional customer service and communication skills written, verbal, and interpersonal; able to interact confidently and professionally with C-suite executives and senior corporate stakeholders
• Strong hands-on experience supporting Windows 11, macOS, iOS, and Android devices across a corporate environment, including Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Experience supporting and troubleshooting AV systems, video conferencing platforms (Teams, Zoom, Webex), and large-screen display technologies
• Demonstrated ability to work independently, prioritize competing demands, and exercise sound judgment under pressure
• High degree of professionalism, discretion, and reliability comfortable handling sensitive and confidential information
• Willingness and ability to travel regionally, nationally, and occasionally internationally (approximately 20 30%) with occasional short-notice requirements
• Valid driver's license

Preferred

• Experience in a Fortune 500 or large-scale enterprise corporate headquarters environment
• Experience with ServiceNow for incident management, request fulfillment, and asset tracking
• Experience with endpoint management tools (SCCM and Microsoft Intune)
• Industry certifications such as CompTIA A+, Microsoft Modern Desktop (MD-102), or ITIL Foundation
• Prior experience managing or leading a field support or desktop support team in a corporate environment