Executive Desktop Supervisor

Job Summary:

We are seeking an experienced IT Infrastructure Manager / Desktop Support Manager to lead and deliver high-touch desktop support services to our executive leadership team (C-suite). This role demands a polished professional who can thrive in a fast-paced, high-stakes environment where technical support and executive communication are equally important.

The ideal candidate has a strong background in managing desktop support teams, supporting both Windows and Mac OS platforms, and delivering exceptional customer service to VPs, directors, and executive-level stakeholders.
Key Responsibilities:

• Lead and manage day-to-day operations of executive desktop support services.
• Provide white-glove technical support to C-suite executives, ensuring minimal disruption and maximum performance.
• Troubleshoot and resolve complex hardware and software issues across Windows and macOS systems.
• Manage and coordinate VIP support requests and ensure timely resolution of incidents and service requests.
• Work closely with internal IT teams to escalate and resolve underlying infrastructure issues.
• Develop and enforce desktop support policies, procedures, and best practices.
• Maintain accurate inventory of executive hardware/software and ensure timely upgrades or replacements.
• Conduct regular check-ins with executives to ensure proactive support and satisfaction.
• Train and mentor junior support staff on executive communication, technical troubleshooting, and service etiquette.

Requirements:

• 7+ years of IT support experience, with at least 3 years in a desktop support leadership or management role.
• Proven experience supporting C-level executives or working in highly visible enterprise environments.
• Strong hands-on experience with Windows 10/11, macOS, Microsoft 365, Zoom, and collaboration tools.
• Excellent verbal and written communication skills - must be able to interact professionally with senior leadership.
• Ability to work under pressure, handle urgent requests, and provide a calm, solution-oriented approach.
• Strong organizational skills and attention to detail.
• Experience managing support ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• ITIL Foundation certification or equivalent is a plus.