VIP Relationship Manager

General Purpose:

The VIP Relationship Manager leads the strategy, execution, and continuous improvement of high-touch executive IT support and relationship management services for VIP end users, executive leadership, and their support staff across multiple offices and locations. This role manages a team of technical support specialists responsible for delivering 24/7 white-glove support both in person and remotely, while setting clear service expectations, coaching team performance, managing escalations, and ensuring consistent achievement of VIP support standards. The manager partners cross-functionally with internal teams and business stakeholders to anticipate end user needs, improve service delivery, strengthen trust and retention, and drive a culture of urgency, professionalism, accountability, and calm, in-control support.

Job Duties and Responsibilities:

• Manage daily activity of the VIP Relationship team as a hands-on leader driven to provide world class customer service to executive team members and partners
• Establish white-glove concierge level of support for local and remote executive staff and hold team members accountable for service delivery and complete follow through
• Maintain the balance of security with the need for efficiency and effectiveness of the executive team. Coach executives in secure IT practices
• Diffuse heightened sensitivity and set appropriate expectations that can be executed with a high degree of repeatable success
• Establish trust and maintain a high level of confidentiality for all executive operation activities and tasks. Develop and maintain healthy relationships with executive team leaders and support staff
• Manage and prioritize VIP Relationship escalations and collaborate with cross functional teams to see urgent or business critical issues through to resolution
• Integrate into ongoing projects to ensure the VIP Relationship team is equipped to seamlessly deploy new services and enhancements to executive leadership
• Provide data-driven feedback to tower leads on emerging and trending issues, gaps in processes, or standards
• Recommend new technologies based on industry trends that would increase efficiency and effectiveness of the executive team
• Report on and progressively improve request resolution rates to minimize escalations and transfers. Produce and deliver regular reporting on team metrics
• Measure customer feedback regularly from those receiving executive IT services and present findings to IT leadership with continuous improvement recommendations
• Execute IT policies with confidence and understanding of both the letter and the spirit of the policy
• Perform managerial responsibilities such as hiring, work delegation and review, performance management, coaching, training, and career development
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

Education and Experience:

• Undergraduate degree or in computer science, information technology, or related curriculum (or equivalent combination of experience and education)
• 5 to 8 years of IT or related experience that includes executive IT support experience
• Demonstrated leadership attributes, team leadership, or supervisory experience; 1+ year of management experience preferred
• Experience managing escalations, coordinating across multiple teams, and communicating with senior leaders or executive stakeholders.
• Experience with Microsoft O365 suite for PC, Mac, and Mobile; communication platforms like Teams, Webex, Zoom, etc.; mobile devices such as iPad, iPhone and Android
• Certification and/or License – may be required during course of employment

Knowledge, Skills, and Abilities:

• Skill in leadership and coaching, including knowledge of principles and practices of supervision, training, and personnel management
• Strong technical skills in cross-functional technical environment, including PC/Mac desktop support, mobile device support, Microsoft 365, networking, audio/visual and video conferencing support and project delivery
• Able to thrive in a fast paced, high-pressure environment
• Able to handle challenging or conflict situations with tact and professionalism
• Able to interact positively and work effectively with others (i.e., excellent interpersonal skills)
• Able to demonstrate ongoing commitment to company values and be an example for the team
• Able to influence and support teams to achieve objectives
• Able to apply management direction and coaching to increase individual and team effectiveness
• Able to identify problems, take appropriate steps to find solutions, and implement solutions
• Able to manage multiple various projects with sense of urgency
• Able to communicate technical information to non-technical individuals
• Able to maintain confidentiality of information and identify and handle priority and sensitive issues with discretion
• Must be able to read, write and speak English

An Equal Opportunity Employer including Disabled/Veterans