About this role
Lead executive and VIP support to minimize downtime, deliver proactive device health, and ensure white‑glove communications and escorts during critical events.
Responsibilities
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Operate tailored models, escort procedures, and rapid response to protect executive productivity.
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Orchestrate proactive device health checks, patch status, and performance reviews to prevent incidents.
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Manage concise, expectation‑setting updates and advisories for VIPs during incidents and maintenance.
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Coordinate event coverage, peak‑period protection, and on‑site readiness for board/leadership engagements.
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Drive Level 1.5/SME engagement; track outcomes and feedback to raise satisfaction.
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Ensure confidentiality and privileged‑access controls for VIP environments.
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Track VIP CSAT, response/restore times, and proactive action completion; implement improvements.
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Requirements
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Bachelor’s degree in IT, Computer Science, or related field
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ITIL or equivalent preferred
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2+ years, preferably with majority in end user support
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Experience VIP support in large, multi-vendor enterprises preferred
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Experience in entertainment entities preferred