Manager, Executive IT Support

Job description

Responsibilities Position Overview: The Manager of Diamond & Platinum Help Desk Services leads a high performing team that delivers executive-level, white-glove technical support to senior government officials and their staff. This role owns service quality end-to-end, ensuring every interaction is proactive, discreet, and customer obsessed while driving operational excellence across incident response, problem management, knowledge, and continual improvement. The manager combines deep technical fluency with outstanding leadership, communication, and stakeholder engagement skills to maintain an exceptional support experience tailored to subscribers of the service. The team’s scope includes advanced support for Microsoft 365 applications and Apple mobile devices (iPhone/iPad), delivered with calm, confident professionalism and a 24×7 support posture. Key Responsibilities: Customer Experience & Executive Engagement: - Champion a white-glove service culture; set expectations, coach behaviors, and personally model executive appropriate communication and discretion in all interactions. - Serve as primary escalation point and relationship manager for VIP stakeholders; provide concise stat...