The position leads a team of Executive Technology Support Specialists and partners closely with Infrastructure, Cybersecurity, End User Computing, Collaboration Engineering, and Workplace Experience teams to drive a consistent white-glove support model. This leader is responsible for developing executive support strategies, service standards, operational metrics, and continuous improvement initiatives that enhance the productivity and experience of PPL's leadership community. This position also serves as a trusted advisor to executives, helping them effectively leverage technology to achieve business objectives.
NOTE: This is a hybrid position requiring on-site presence minimum three days per week in Allentown, PA (Lehigh Valley). May require additional on-site presence as needed to align with scheduled and needs of executives and executive admins. #INDPPL LI-Hy
Responsibilities
CORE RESPONSIBILITIES
Lead all executive and VIP technology support services across the enterprise
Establish and maintain a white-glove support model focused on responsiveness, discretion, professionalism, and customer satisfaction.
Serve as the point of escalation for critical executive technology incidents and outages.
Ensure rapid resolution of hardware, software, mobile, collaboration, and conferencing issues impacting executives and leadership teams.
Develop and maintain executive technology support standards, procedures, and service playbooks.
Define the vision, strategy, and roadmap for executive technology support services.
Identify opportunities to improve executive productivity through innovative technologies and enhanced service delivery.
Partner with executive leadership to understand technology needs and align services to business priorities.
Provide consultation and guidance on technology adoption, workplace solutions, collaboration tools, and digital productivity capabilities.
Lead, coach, and develop Executive Technology Support personnel.
Foster a culture of customer obsession, accountability, operational excellence, and continuous improvement.
Ensure team members possess the technical expertise and executive presence required to support senior leadership.
Monitor executive technology trends, recurring incidents, and service performance to identify improvement opportunities.
Partner with Endpoint Engineering, Infrastructure, Cybersecurity, Collaboration, Service Management, and Workplace Technology teams to resolve complex issues.
Coordinate executive support activities during technology transformations, migrations, and major organizational initiatives.
Support executive readiness for enterprise technology deployments, upgrades, and workplace modernization programs.
Ensure executive technology services adhere to corporate security standards, policies, and regulatory requirements.
Partner with Cybersecurity and Risk Management teams to protect executive devices, identities, and sensitive information.
Drive compliance with technology asset management, software licensing, and data protection requirements.
Performs other duties as assigned.
Complies with all policies and standards.
Qualifications
QUALIFICATIONS
Required Education
Bachelor's degree in Information Technology, Computer Science, Business, or related discipline; equivalent experience may be considered.
Required Experience
8+ years of progressive IT experience supporting end-user technologies.
3+ years of leadership experience managing technical support teams'
Experience supporting executive leadership and VIP customer populations.
Strong knowledge of Microsoft 365, Teams, Windows endpoints, mobile device management, collaboration technologies, and conference room solutions.
Demonstrated experience leading customer-focused service organizations.
Preferred Qualifications
Experience supporting C-suite executives and corporate officers
Experience with ITIL, Service Management, and Continual Service Improvement methodologies.
Knowledge of endpoint security, identity management, and executive cybersecurity practices.
Experience with Microsoft Intune, Teams Rooms, Surface devices, and modern workplace technologies.
Strong vendor management and technology lifecycle management experience.
CORE RESPONSIBILITIES
Lead all executive and VIP technology support services across the enterprise
Establish and maintain a white-glove support model focused on responsiveness, discretion, professionalism, and customer satisfaction.
Serve as the point of escalation for critical executive technology incidents and outages.
Ensure rapid resolution of hardware, software, mobile, collaboration, and conferencing issues impacting executives and leadership teams.
Develop and maintain executive technology support standards, procedures, and service playbooks.
Define the vision, strategy, and roadmap for executive technology support services.
Identify opportunities to improve executive productivity through innovative technologies and enhanced service delivery.
Partner with executive leadership to understand technology needs and align services to business priorities.
Provide consultation and guidance on technology adoption, workplace solutions, collaboration tools, and digital productivity capabilities.
Lead, coach, and develop Executive Technology Support personnel.
Foster a culture of customer obsession, accountability, operational excellence, and continuous improvement.
Ensure team members possess the technical expertise and executive presence required to support senior leadership.
Monitor executive technology trends, recurring incidents, and service performance to identify improvement opportunities.
Partner with Endpoint Engineering, Infrastructure, Cybersecurity, Collaboration, Service Management, and Workplace Technology teams to resolve complex issues.
Coordinate executive support activities during technology transformations, migrations, and major organizational initiatives.
Support executive readiness for enterprise technology deployments, upgrades, and workplace modernization programs.
Ensure executive technology services adhere to corporate security standards, policies, and regulatory requirements.
Partner with Cybersecurity and Risk Management teams to protect executive devices, identities, and sensitive information.
Drive compliance with technology asset management, software licensing, and data protection requirements.
Performs other duties as assigned.
Complies with all policies and standards.
QUALIFICATIONS
Required Education
Bachelor's degree in Information Technology, Computer Science, Business, or related discipline; equivalent experience may be considered.
Required Experience
8+ years of progressive IT experience supporting end-user technologies.
3+ years of leadership experience managing technical support teams'
Experience supporting executive leadership and VIP customer populations.
Strong knowledge of Microsoft 365, Teams, Windows endpoints, mobile device management, collaboration technologies, and conference room solutions.
Demonstrated experience leading customer-focused service organizations.
Preferred Qualifications
Experience supporting C-suite executives and corporate officers
Experience with ITIL, Service Management, and Continual Service Improvement methodologies.
Knowledge of endpoint security, identity management, and executive cybersecurity practices.
Experience with Microsoft Intune, Teams Rooms, Surface devices, and modern workplace technologies.
Strong vendor management and technology lifecycle management experience.
