Lead - Executive Desktop Support

The Lead-Executive Desktop Support will be responsible for ensuring that high-level executives have seamless access to IT tools and technologies, while also managing the AV setup and support for large-scale company meetings, conferences, and events. This role provides on-site and remote expert-level technical client support following established procedures and policies. Designs and implements PowerShell scripts, automation scripts, PowerApps, Viva Connection Experiences, as well as our Intune MDM and MAM strategy.  Serves as a mentor and technical lead to all levels of IT Support team members.  Works as our technical liaison between our support team and engineering team. Understands IT architecture and provides troubleshooting and root cause analysis for outages. The position is highly involved in the development of technical procedures. Provides operational support of workstations, laptops, mobile devices, peripherals and associated applications that allow the company to conduct business and manage information. Provides a high level of personal customer service within established criteria and leads components of an IT project. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide day-to-day IT support for senior executives, ensuring that hardware, software, and networking needs are met quickly and effectively.
• Troubleshoot and resolve issues related to laptops, smartphones, tablets, printers, and other devices used by executives.
• Install, configure, and maintain executive devices, ensuring optimal performance and security. 
• Manage and prioritize requests from executives with high attention to detail and confidentiality. 
• Provide remote and on-site support for executives' IT needs, including troubleshooting, system setups, and software installations. 
• Work closely with the IT department to provide timely solutions and escalations for more complex issues. 
• Offer training to executives on the use of software and technology tools to maximize productivity. 
• Coordinate and manage the technical setup and operation of AV equipment for large meetings, all-hands events, and company presentations. 
• Ensure seamless operation of video conferencing platforms (Zoom, Microsoft Teams, etc.) for virtual and hybrid meetings. 
• Configure and monitor audio systems (microphones, speakers) and visual displays (projectors, screens, digital signage) for clarity and reliability. 
• Act as the on-site AV point of contact during company-wide meetings and events, ensuring everything runs smoothly. 
• Provide technical support during meetings, including troubleshooting sound/video issues, and guiding speakers or attendees on proper usage. 
• Work with event organizers to assess AV needs and recommend necessary technology solutions for presentations and content sharing. 
• Maintain and troubleshoot AV equipment, ensuring that all technology is functioning properly and well-maintained. 
• Provide enterprise-level support through the design, engineering, configuration, administration, maintenance and support of Microsoft System Center Configuration Manager (SCCM, MECM, Intune) 
• Understand the big picture, best practices and can apply a disciplined approach to execution. You must operate and thrive in a fast-paced environment, have a strong work ethic and have love and/or passion for technology. 
• Have a positive, “can do” attitude, have great communication skills, business acumen and be ready to jump in and make things happen. Be open and approachable with a customer service first mindset. 
• Take the term “customer service” to heart. 
• Participate in 24/7 support and on-call rotation. 
• Performs additional duties as assigned.

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management.  Direct supervisor job title(s) typically include: IT Service Desk Manager
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)
  
  

JOB QUALIFICATIONS: Education & Experience Requirements

• Bachelor's Degree in Computer Science, Information Systems or a related tech