Lead Analyst, Technology & Executive Services

Lead Analyst, Technology & Executive Services – Hybrid

Charlotte, NC, United States

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a Lead Analyst, Technology & Executive Services, you'll be part of our Information Technology team working as a hybrid employee. You'll get to:

• Provide proactive, high-touch support for C-suite leaders and Executive Committee members.
• Serve as the primary technical partner for mission-critical Charlotte office engagements and other executive events as required.
• Support executive meetings and events with stable AV, collaboration, endpoint, connectivity, and room technology performance.
• Travel as required to support executive meetings, CEO initiatives, and key stakeholder events.
• Troubleshoot complex hardware, software, mobile, telecommunications, connectivity, and AV issues with minimal disruption.
• Maintain endpoint readiness through PC health checks, patching coordination, backups, lifecycle management, and system updates.
• Support endpoint security, Active Directory, access permissions, mobile device security, and enterprise policy adherence.
• Coordinate executive technology initiatives, including device refreshes, workstation standards, mobile deployments, and special projects.
• Provide training and guidance to improve executive productivity and adoption of collaboration tools.
• Maintain process guides, runbooks, offboarding procedures, service standards, meeting records, and knowledge articles.
• Track support activity, incidents, meeting requests, and priorities using IT systems, dashboards, and reporting tools.
• Partner with IT, infrastructure, facilities, HR, AV teams, and vendors to resolve issues and improve support consistency.
• Recommend improvements in AV, endpoint, collaboration, and executive technology services.
• Apply continuous improvement practices, including Lean Six Sigma concepts, to strengthen service quality and efficiency.
• Maintain confidentiality, discretion, and sound judgment with sensitive executive and business information.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You're not intimidated by innovation. Wouldn't it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Undergraduate degree with 8–10 years of relevant experience, or graduate degree with 6–8 years; equivalent experience may be considered.
• Experience supporting senior executives in a high-touch, high-visibility technology environment.
• Preferred 1–3 years of leadership or functional guidance experience.
• Proficiency with Microsoft 365, Teams, Windows, iOS, macOS, SharePoint, Service Now, Active Directory, enterprise applications, MDM, imaging, and endpoint tools.
• Knowledge of Exchange, hybrid email, endpoint security, access management, device lifecycle, and enterprise IT operations.
• Experience supporting AV systems, executive meeting spaces, collaboration platforms, and in-person, hybrid, or remote events.
• Strong troubleshooting, prioritization, communication, and executive-facing service skills.
• Professionalism, discretion, integrity, and executive presence when handling sensitive information.
• Ability to work in an on-site critical support role with partial virtual or remote support as needed.
• Ability and willingness to travel for executive meetings, CEO initiatives, and key stakeholder events.
• Lean Six Sigma or related process improvement experience preferred.

Key Competencies

• Executive presence, professionalism, and discretion
• Customer-centric service mindset
• Technical problem solving and incident resolution
• Mission-critical event and AV readiness
• Security awareness and access discipline
• Collaboration, communication, and knowledge sharing
• Agility,…