Senior Executive IT Support Manager

Role Title: Executive IT Support Senior Manager
Location: 333 North Green Street STE 1100 Chicago IL 60607
Employment Type: Contract to Hire (approximately 4-to-6-month duration)
Work Hours: 8am to 5pm CST (with off hours and event support as needed)
Worksite Requirements: 100% on-site


Interview Process (expected to consist of 2 to 3 rounds):
1st round - Brief phone interview with the Hiring Manager
2nd round - Video panel interview with the Hiring Manager and technical team members
3rd round - Final video interview with a member of the C-suite if applicable

Job Description:
Executive IT Support Manager / Senior Manager
Headquarters Support Executive Technology and AV Operations

Top technical requirements include:
Hands-on experience providing white-glove IT support to executive/VIP users
Strong working knowledge of Microsoft 365 Teams Intune Windows and macOS
Experience troubleshooting AV/conferencing technology and supporting high-visibility meetings

Top soft skill requirements include:
Strong executive presence and communication skills
Ability to remain calm professional and solutions-focused under pressure
A resourceful and proactive mindset with the ability to think on their feet anticipate needs and have a Plan B

Position Summary
The Executive IT Support Manager / Senior Manager is a highly visible hands-on technology leader responsible for the end-to-end delivery of headquarters IT support including executive technology support deskside services conference room and audiovisual operations and critical meeting readiness. The role personally provides white-glove support to the CEO and the CEOs direct reports while leading two Executive Support Engineers and coordinating across internal technology teams and external vendors.
Success requires a rare combination of deep technical capability executive presence discretion calm decision-making and meticulous preparation. The incumbent anticipates risks develops practical Plan B and Plan C contingencies and restores service quickly and professionally when technology fails. The role owns the flawless technical execution of Board of Directors investor executive leadership and other high-stakes meetings where service quality confidentiality and business continuity are critical.
Leadership profile: A player-coach who can lead the headquarters support function personally resolve complex issues and create confidence for senior executives during time-sensitive high-pressure situations.

Executive and VIP Technology Support
Provide direct hands-on white-glove technology support to the CEO the CEOs direct reports Board members and other designated executives including support in offices meeting spaces during travel and remotely as business needs require.
Build trusted relationships with executives and executive assistants by demonstrating discretion empathy situational awareness concise communication and disciplined follow-through.
Own complex and escalated incidents from intake through resolution keeping stakeholders informed without creating unnecessary technical noise or disruption.
Anticipate executive needs by reviewing schedules and upcoming events validating technology in advance and preparing backup devices connectivity presentation methods and support coverage.
Handle confidential and sensitive information with the highest level of integrity and sound judgment.
Board Investor and High-Stakes Meeting Support
Lead the technical planning and execution of Board of Directors investor earnings executive leadership town hall and other mission-critical meetings.
Create and execute readiness plans including room validation device testing AV and collaboration checks content and presentation testing connectivity verification dry runs support staffing and stakeholder communications.
Develop and maintain documented Plan B and Plan C contingencies for common failure scenarios including device display audio conferencing network power access and presentation failures.
Provide discreet real-time support during live meetings rapidly isolate issues make risk-based decisions and recover service with minimal impact to the audience.
Coordinate with executive assistants Corporate Communications Facilities Security Network Collaboration vendors and other partners to ensure clear ownership and seamless delivery.
Conduct post-event reviews for material issues and implement corrective actions to prevent recurrence.
Headquarters IT Support and AV Operations
Own the overall headquarters IT support experience including deskside support conference rooms Microsoft Teams Rooms audiovisual technology executive offices printers peripherals and related workplace technology.
Serve as the senior escalation point for headquarters incidents and service requests personally troubleshooting when needed and mobilizing the correct resolver teams for issues outside the teams direct control.
Ensure conference rooms and AV systems remain secure current and operational through preventive maintenance firmware and software updates testing lifecycle planning and vendor coordination.
Manage device setup imaging configuration operating system and application troubleshooting connectivity peripherals and executive mobility needs across Windows and macOS environments.
Maintain accurate procedures support playbooks event checklists knowledge articles inventory records and escalation contacts.
Partner with Facilities and workplace teams on headquarters technology changes office moves buildouts conference room upgrades and business continuity requirements.

Team Leadership and Service Management
Lead coach and develop two Executive Support Engineers; establish schedules on-call and event coverage clear responsibilities performance expectations and technical development plans.
Balance day-to-day operational demand with proactive maintenance project delivery executive needs and high-priority events.
Establish service standards and measurable operating routines for responsiveness communication incident ownership meeting readiness documentation and customer experience.
Monitor incidents requests trends recurring failures and service risks; drive root-cause analysis and continuous improvement.
Manage vendor relationships and support engagements for AV conferencing hardware and specialized executive support services.
Contribute to technology roadmaps standards lifecycle plans budget inputs and projects affecting headquarters and executive users.

Required Technical Expertise
Advanced troubleshooting and support experience with Windows 11 macOS laptops desktops mobile devices printers monitors docks peripherals device imaging drivers and hardware diagnostics.
Strong knowledge of Microsoft 365 applications and services used in day-to-day support including Outlook Teams OneDrive SharePoint Office applications Intune Entra ID / Active Directory concepts and remote support tools.
Demonstrated expertise with enterprise AV and collaboration technology including Microsoft Teams Rooms cameras microphones speakers displays room control systems wired and wireless presentation and live meeting troubleshooting.
Working knowledge of networking and connectivity concepts including Wi-Fi wired networks VPN DNS DHCP authentication conferencing traffic and systematic isolation of endpoint versus infrastructure issues.
Experience with IT service management tools and disciplines including incident request problem change knowledge asset and vendor management.
Ability to read technical documentation interpret logs and error information engage specialized engineering teams and translate technical issues into concise business language.

Leadership and Behavioral Competencies
Executive presence and emotional composure: remains calm respectful and decisive when expectations are high time is limited or multiple stakeholders are under pressure.
Exceptional interpersonal judgment: adapts communication and support approach to the preferences working styles and urgency of senior executives without compromising policy security or professionalism.
Proactive risk management: thinks several steps ahead identifies points of failure validates assumptions and prepares credible alternatives before critical moments.
Ownership and accountability: stays engaged until service is restored communicates clearly closes loops and ensures corrective actions are completed.
Discretion and confidentiality: protects sensitive executive Board investor personnel and company information.
Operational discipline: builds repeatable processes clear roles checklists escalation paths service expectations and documentation while remaining agile during incidents.
Strong written and verbal communication including the ability to brief executives coordinate technical teams and de-escalate difficult interactions with poise.
Ability to prioritize multiple simultaneous demands and make sound risk-based decisions with limited supervision.

Education and Experience
Bachelors degree in Information Technology Computer Science Business or a related field preferred. Equivalent relevant experience may be considered.
8 years of progressive end-user deskside executive workplace technology or AV support experience including significant direct support of C-suite or senior executive customers.
3 years of people leadership team lead or service ownership experience in a high-touch enterprise IT environment.
Demonstrated experience leading the technology delivery for Board investor executive leadership or similarly high-consequence meetings and events.
Experience supporting both Windows and macOS in an enterprise environment and managing issues that cross endpoint identity collaboration network and AV domains.
ITIL Microsoft Apple AVIXA / CTS or relevant technical certifications are preferred but not required.

Work Requirements
Primarily on-site at headquarters due to the hands-on and event-driven nature of the role.
Flexibility to provide early morning evening weekend after-hours and on-call support for executives critical incidents and scheduled Board or investor events.
Occasional travel and support at alternate business or executive locations may be required.
Ability to move and install common workplace technology equipment and safely perform hands-on troubleshooting in offices conference rooms and technology spaces.
Reasonable accommodations may be made to enable individuals to perform the essential responsibilities of the position.
Success Measures
Executive and headquarters stakeholders experience responsive discreet and dependable technology support.
Board investor and executive meetings are fully tested supported and delivered with effective contingency coverage.
Critical incidents are contained quickly communications are clear and repeat failures are reduced through corrective action.
Conference rooms AV systems and executive devices are maintained proactively and remain ready for business use.
Team coverage ownership documentation and escalation paths are clear and consistently followed.

Corporate Core Values
Partner with Purpose - Build trusted partnerships through collaboration transparency and inclusion.
Think Boldly - Create opportunities to innovate and grow in support of the company mission.
Go Beyond - Commit to excellence and integrity in every interaction and outcome.