Sr. Technical Support – Site Lead​/Executive Support

Sr. Technical Support – Site Lead/Executive Support

Location: Hartford, CT

Key

Skills:

Executive Support, White Glove, Windows OS, ITAM

Experience: 09+ years

Mode of Hire: Full Time

This role is responsible for delivering and coordinating 24/7 white-glove, high-touch IT support to executives and staff in a fast-paced financial services environment.

This position provides hands‑on technical oversight of vendor‑managed site teams, partners closely with managers to drive a service‑first delivery strategy and builds strong relationships with business stakeholders. Success in this role requires deep technical expertise, excellent communication skills, and a proven ability to support senior executives in dynamic, high‑touch environments.

• Serve as the primary technical lead for on‑site end user services, ensuring consistent, high-quality support across all service areas.
• Deliver and coordinate 24/7 white‑glove support for executives, resolving issues with discretion, speed, and precision.
• Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows‑based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
• Act as the escalation point for complex or sensitive support issues involving executive stakeholders.
• Provide hands‑on technical oversight of vendor‑managed site teams, ensuring adherence to service standards and rapid issue resolution.
• Partner with managers to align support operations with business needs and reinforce a service‑first culture.
• Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs.
• Promote a culture of service excellence, accountability, and continuous improvement across the site.
• Maintain and update tickets in alignment with SLA and KPI targets.
• Manage IT asset lifecycle including procurement, inventory, and disposal.
• Oversee incident response and root cause analysis for executive‑impacting issues, ensuring timely resolution and communication.
• Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.
• Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities.

• Extensive experience in IT service delivery, site operations, or technical end‑user support, with a focus on executive environments.
• Demonstrated success in supporting executive‑level users with high‑touch, responsive, and 24/7 service.
• Strong technical oversight and vendor coordination capabilities.
• Exceptional communication, problem‑solving, and stakeholder engagement skills.
• Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
• Ability to operate independently and make decisions in dynamic, fast‑paced environments.
• Strong knowledge of ITIL processes:
  Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Bachelor’s degree or 5–8 years of relevant IT experience.

• Industry certifications (e.g., Microsoft, ITIL, CompTIA).

Familiarity with performance management, capacity planning, and business relationship management.

Seniority Level: Mid‑Senior level

Employment type: Full-time

Job function: Information Technology