Executive & Branch IT Support

## Executive & Branch IT Support Apply locations:
Post Oak Corporate Office time type:
Full time posted on:
Posted 10 Days Agojob requisition :
R3572
*
* Position Title:

** Executive & Branch IT Support
** Reporting Manager

Title:

** Manager, IT Service Delivery
** FLSA Status:
** Exempt
* * Work Arrangement:
** Hybrid - General
** Date Created:
** 5/2026
** Date Revised:
**** Created By:
Jeramey Litzman
***
* Position Summary:

** This is a dual-role position that delivers high-touch technology support for the Executive Committee (EC) and Board of Directors, including live meetings and conference room support—while also serving as a Tier-2 escalation resource for our branch locations and front-line staff who serve members. The role partners closely with the Service Desk and specialist teams to restore service quickly, resolve complex issues, and improve long-term stability through documentation and repeatable fixes.
Target work split: ~25% EC/Board (VIP) support and ~75% Branch Tier-2 escalation support.
** Essential Duties, Responsibilities, and Deliverables:**###

A) Executive / Board (VIP) Support (approx. 25%)
* Provide technical support during Board and executive meetings, including rapid troubleshooting during live sessions.
* Troubleshoot and resolve issues across VIP devices including phones, Dell/Apple laptops, iPads, and hotspots.
* Deploy, configure, replace, and refresh devices for Board members and executive leadership; coordinate accessories and readiness checks.
* Perform OS/application updates to keep VIP devices aligned with security standards and supported versions.
* Perform Dell laptop rebuilds/reimages and restore user productivity quickly.
* Troubleshoot real-time issues with conferencing and Teams Room Systems Teams including audio/video, peripherals, connectivity, and meeting join failures.
* Create and maintain end-user documentation and quick guides for conference rooms and VIP users.
* Support VIP-specific access and communication requirements as documented, partnering with Security/IAM and change control expectations when applicable.
* Maintain discretion and professionalism appropriate to executive and Board interactions.
** Availability expectation (VIP support):
** The role must be able to respond to time-sensitive executive and Board needs that do not always align to standard business hours, including early mornings, evenings, weekends, and holidays when required by leadership schedules and meeting cadence.###

B) Branch Tier-2 Escalation Support (approx. 75%)
* Serve as the Tier-2 (L2) escalation point for branch incidents and requests that Tier-1 cannot resolve.
* Maintain disciplined intake: branch locations continue to use standard Service Desk/ticketing processes;
Tier-2 engages after escalation or as part of coordinated troubleshooting to avoid bypassing Tier-1.
* Rapidly diagnose and resolve member-impacting issues affecting front-line operations; prioritize outages and degradation appropriately.
* Provide remote support and occasional on-site troubleshooting when issues cannot be resolved remotely.
* Identify recurring branch issues and contribute to problem management by documenting root causes, workarounds, and recommended permanent fixes.
* Create/update knowledge articles and troubleshooting guides to increase Tier-1 resolution rates and reduce repeat escalations.
* Coordinate with infrastructure/application teams and vendors as needed; provide clear timelines, status, and handoffs.
*
* Minimum Qualifications:

*** Bachelor’s degree in management information systems, Computer Science, IT Management, or Business, or related field or any equivalent combination of education, training, and experience.
*
* Certifications:

*** A+ Certification is preferred
* Apple Certification is preferred
* Microsoft Professional Certification is preferred
*
* Experience:

*** 3+ years of hands-on IT support experience (desktop/ end-user support, field support, or similar).
** Knowledge, Skills, and Abilities:
*** Demonstrated ability to troubleshoot Windows endpoints (including rebuild/imaging workflows) and Apple devices (macOS/iOS/iPad).
* Experience supporting collaboration tools and conferencing/room systems.
* Strong customer service and communication skills with a calm, structured troubleshooting approach.
* Ability to create clear documentation and knowledge articles.##

Preferred Qualifications
* Prior Board/Executive support experience in high-visibility environments.
* Familiarity with tiered support models (Tier-1/Tier-2/Tier-3) and escalation practices.
* Experience operating within change control and partnering with Security/IAM.## Competencies
* Discretion and professionalism with sensitive interactions
* Calm execution under pressure
* Ownership and follow-through
* Clear written communication and documentation mindset
* Sound judgment and prioritization## Work Schedule / Conditions
* Flexible schedule required to support executive/Board meetings and time-sensitive leadership needs outside standard business hours.
* Periodic travel to…