Director of Executive Support

New York, NY

Posted: 01/22/2019 Industry: IT Perm Job Number: 11786757
Responsibilities:
" This Director will be a working manager who will be actively engaged with the team's day to day activities
" Develop a reputation of IT leadership, as both a trusted subject matter expert in IT as well as a reliable partner in coordination of IT initiatives to Executives and VIPs
" Develop and lead an elite team of technology professionals who will provide all IT related support for the Company's Senior Executives and VIPs.
" Lead the team that will be the face of IT to many senior level users and ensure that all are able to represent IT in an appropriate fashion. Model the desired Technology Concierge behaviors and encourage the same from all team members
" Required to provide on-call coverage during off-hours; will also be expected to travel to other offices and locations in order to provide onsite support when required. Manage, coordinate and support on-site home visits for a team of Technology Concierges.
" Contribute to a service organization that meets the same expectations that our internal customers have for external service providers (fast, personalized, simple)
" This role must be able to represent IT in an appropriate professional manner with communicating complex technical issues in business language.
" Provide " White Glove Concierge Service of the highest level to our Senior Executives, designated personal contacts/family, Executive Support Staff, and VIP's.
" With the VP Tech Client Services, be responsible for recruiting, retaining, developing and rewarding/recognizing a talented team of Technology Concierges who are dedicated to providing outstanding service to their internal VIP customers.
" Given the level and exacting nature of the user base, must be able to manage challenges, relationships, and interaction with a high-level of diplomacy, discretion, and competence.
" Utilize strong technology troubleshooting abilities on both recurring routine glitches and/or unique system problems to identify what is driving issues and how to resolve them.
" Manage and troubleshoot desktop and mobile devices. Configure mobile devices to ensure the highest degree of stability, functionality and user experience.
" Maintain an understanding of the various technology resources available and be able to speak to the benefits and drawbacks for each.
" Investigate and perform advanced screening of emerging technologies. Manage deployment/implementation of new or noteworthy technology to executive population for early use/adoption.
" Serve as a pro-active Technology advisor to senior executives and VIPs, by assessing their requests for technology/software/hardware and recommending the most suitable solutions to help them achieve desired results.
" Demonstrate ownership and manage incident resolution from end-to-end, collaborating with technology peers and marshalling company resources as needed to provide resolutions in a highly responsive manner. Must be able to escalate and provide visibility, as appropriate, to senior IT management.
" Liaise with other organizations (both internal and external to the Company) in order to research, understand and implement standard and non-standard solutions
" Embed a culture of compliance and risk management, ensuring compliance with all SOX/audit requirements and systemically addressing any gaps to avoid repeated issues.

Qualifications:
" Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders and senior management.
" Proven ability to build credibility and strong customer relationships as a trusted IT advisor who understands the unique needs of Senior Executives and VIPs and can balance with organizational strategy.
" Experience leading a team of service-oriented IT professionals in a complex environment.
" Able to discretely manage highly confidential/sensitive company and personal information
" Proven ability to build credibility and strong customer relationships as a trusted IT advisor who understands their business needs and can balance with organizational strategy
" Ability to collaborate, build relationships and influence individuals at all levels in a matrix-management environment (as well as external vendors and service providers) to ensure that segregation and overlapping roles are identified and coordinated
" Ability to demonstrate organizational talent by creating a learning environment that ensures employees realize their highest potential.
" Must have hands-on experience supporting senior executive level clientele, with a strong desire to deliver best in class service.
" Minimun 5-7 years of Information Technology experience.
" Able to work calmly under pressure and/or challenging conditions
" Able to discretely manage highly confidential/sensitive company and personal information
" Very strong communication management; excellent verbal and written skills
" Strong relationship building abilities
" Strong problem solving skills
" Support experience in a complex environment
" Excellent crisis management skills
" Flexible to the extreme
" E-Mail Systems: Office 365, Common Public Systems (Optimum Online, Gmail, Yahoo, etc.)
" PC/Network Operating Systems: Windows, Mac OS, Microsoft Server
" Wireless Operating Systems: iOS, Android
" Extensive knowledge of and hands-on experience with end user issues pertaining to desktops, laptops, Mobile Devices, wireless access, networks, internet, and systems implementation.
" Extensive knowledge of networks and IT related equipment.

Education requirements:
Candidates who have completed 60 credits of college-level coursework (representing 2 + years), or have shown similar self-development through certifications, trade school coursework, etc. Are preferred.

Dan Goldberg

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