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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

** This position is on-site 5 days a week in our Charlotte, NC location **

We are seeking a highly skilled and customer-focused Platinum IT Support Leader to join our team in Charlotte, NC. In this critical role, you will lead the platinum support team which provides premium desktop, mobile and application support specifically to our operating council. This position requires a proactive approach, exceptional technical acumen, and a discreet, professional demeanor.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

• Executive Desktop Support: Provide comprehensive, white-glove technical support for executive-level Windows and macOS laptops, desktops, mobile devices (iOS/Android), and associated peripherals.
• Software & Application Support: Install, configure, troubleshoot, and maintain executive software applications (e.g., Microsoft 365 suite, custom business applications, collaboration tools).
• Meeting & Event Support: Provide on-site technical assistance for executive meetings, presentations, and special events, ensuring seamless operation of all technology.
• Network Connectivity: Troubleshoot basic network issues (wired and wireless) impacting executive devices.
• Hardware Troubleshooting & Repair: Diagnose and resolve hardware issues, perform component replacements, and coordinate with vendors for repairs as needed.
• VIP Service: Provide prompt, discreet, and highly responsive support, often requiring immediate attention and problem resolution.
• Documentation: Maintain accurate records of support requests, resolutions, and executive asset inventory.
• Proactive Maintenance: Perform routine checks and maintenance to prevent issues and ensure optimal performance of executive technology.
• Collaboration: Work closely with other IT teams (e.g., Network, Systems, Security) to resolve complex issues and implement solutions.
• Training & Guidance: Provide clear and concise guidance to executives on technology usage and best practices.
• People Management: Manage a team of IT Support Specialists.

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Business or an Information Technology field or equivalent education or related training
• 8 years of advanced experience managing in an Information Technology environment
• 8 years of experience implementing and supporting large scale client server solutions
• Excellent written and verbal communication skills
• Demonstrated proficiency in learning and applying technical concepts
• Ability to successfully interact with senior management across all lines of business and negotiate complex technical issues
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to travel, occasionally overnight

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.