Senior IT Analyst - Diamond Executive Support

• Full-time

CREATIVITY IS OUR SUPERPOWER.It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day.

We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Opportunity:

The Senior IT Analyst – Diamond Executive Support provides exceptional, high-touch technology support to Mattel’s most senior executives, including but not limited to the CEO, COO and CFO-level leaders, and their Executive Assistants. Based at the El Segundo headquarters, this role combines advanced onsite technical capability with polished executive communication, sound judgement, discretion and a proactive service mindset.

The role is a member of the wider Diamond Executive Support group, not a standalone resource. They collaborate with Diamond colleagues, OSS, Service Desk, Remote Desktop Support and specialist I&O teams to deliver seamless coverage, timely escalation and consistent service standards

What Your Impact Will Be:

Key Responsibilities – Executive Experience

• Provide personalised, responsive and professional IT support to senior executives and their Executive Assistants, adapting communication to executive schedules and business priorities.
• Conduct regular, purposeful floor walks across the 15th-floor Executive C-Suite; check in with Executive Assistants, capture emerging needs, follow through on actions and anticipate upcoming events or travel.
• Build trusted working relationships through approachability, empathy, calm handling of high-pressure situations and clear, concise updates without unnecessary technical jargon.
• Prepare and validate technology for executive meetings, board-level engagements, presentations and video conferences; provide discreet in-room support when required.
• Critical
  - Maintain strict confidentiality around executive information, calendars, meetings, devices and sensitive business matters; follow all GTO security and privacy policies.

Key Responsibilities – Technical Delivery

• Diagnose and resolve complex Windows/macOS, Microsoft 365, collaboration, printing, connectivity, mobile-device, identity/MFA and peripheral issues, coordinating specialist assistance when needed.
• Support executive laptops, smartphones, tablets, conferencing equipment and meeting-room AV; ensure devices are secure, current, functional and ready for business-critical use.
• Coordinate device provisioning, replacements, upgrades and executive technology transitions with minimal disruption, including pre-travel readiness where appropriate.
• Own issues end to end: log and maintain accurate Service Now records, communicate progress, manage escalations and confirm user satisfaction before any ticket closure.
• Identify recurring problems and opportunities to improve reliability, knowledge articles, preventive checks and the Diamond support experience.
• Deliver a premium “White Glove” support experience while maintaining strict compliance with all GTO policies, security standards and protocols, without exception or compromise.

Teamwork, Coverage and Service Management

• Work as an integrated member of the Diamond Support group, sharing knowledge, priorities, coverage plans and structured handovers to avoid single-person dependencies.
• Participate in scheduled on-call arrangements and respond to urgent executive technology incidents outside standard hours in accordance with agreed coverage…