Supervisor, Executive Support Technician

How You'll LEAD:

The objective of this role in addition to providing technical support is to provide day-to-day management of the Executive Support team providing professional and timely support for a wide range of Technology, software, and conference systems. The role requires excellent technical and interpersonal skills as well as a commitment to supporting our team values: Being of service to our clients; having a passion for our work; exemplifying integrity in all that we do and acting with courage by doing the right thing for our clients and business.

The role requires interpersonal skills to complement the technical knowledge and skills required. It requires someone who can empathize with executives, EAs and simplify technical information and instructions, a sense of urgency and a strong desire to provide outstanding service. An elevated Level of Technical expertise is required for the role; this should be demonstratable by certification or equivalent experience in a similar environment.

The service provided is high visibility with the company’s most senior leaders. Trust, empathy and discretion are key.

How You'll CREATE:

• Provide leadership, direction, and oversight to the executive support technicians.
• Work closely with the Manager and Director of Tech Support to set department objectives, track progress, and ensure alignment with organizational goals.
• Coordinate and manage the daily operational activities of the tech support team, ensuring efficient workflow and prioritization.
• Troubleshoot complex technical issues related to workspace technologies including hardware and software problems.
• Oversee the setup, provisioning, and support of Mac and PC hardware for the company’s most senior leaders.
• Educating leaders on how to use UMG’s approved collaboration and communication tolls.
• Ensure user access and permissions are enabled and appropriate for the executive team.
• Support the investor relations earnings and investor calls, including traveling to other locations.
• Monitor team performance metrics, prepare performance evaluations, and identify opportunities for team development and training.
• Maintain clear documentation of support processes, issues, and resolutions.
• Ensure adherence to established IT policies and procedures.
• Continuously evaluate and implement process improvements to increase efficiency and customer satisfaction.
• Be the first line triage for 24X7 support escalations related to executives.
• Manage the corporate technology and support at approved executives’ homes.
• Coordinate with Global Technology and UMG’s physical security to assist in the design and support of security systems.
• Enable UMG’s executive physical security team with all needed corporate tooling including: mobile phones, laptops, and approved software.
• Assisting with building out online profiles for contractors supporting executive protection within our internal security system
• Supporting the executive protection team with hardware, software and upgrades to our mobile command posts
• Build strong business, cross functional relationships

Bring your VIBE:

• Primary contact responsible for the support of senior executives and VIP clients
• Develop meaningful, trust based relationships with executives and their support staff to proactively address their needs and provide reliable, high quality IT support.
• Able to provide remote support for executives travelling and be flexible with support hours
• Strong interpersonal skills and the ability to work effectively across all levels of an organization and handle each request with discretion, tact, diplomacy, and patience
• Technical knowledge of (Information Technology Services Management tools (e.g., ticketing systems, reporting & survey management).
• Analytical / technical problem solving and troubleshooting skills across a wide range of technologies
• Strong knowledge of Apple, Windows, O365 products, build and config via SCCM/Intune/JAMF
• Proven troubleshooting skills ranging across multiple disciplines, software, and hardware, etc
• Understanding of networking and network troubleshooting
• Familiarity with AV and video conferencing standards, practices, and technology
• Good knowledge of ServiceNow functionality
• Work continuously on a task until completion (or escalating to another group where appropriate)
• Manage multiple high priority issues with senior leadership within the company.
• Represent Global Technology with professionalism and always demonstrating Global Technologies values
• Strong oral and written communication skills
• Ability to travel to other locations, including executive homes

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• A lifetime fertility support allowance of $30,000 to plan participants
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• Variety of ways to prioritize much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent