Velocity Staff, Inc. is working with our client located in Kansas City to identify an Executive IT Support Manager to join their team.The Executive IT Support Manager will be responsible for the effective service delivery of IT supported applications, access, IT-supported workforce management, and meeting events for our Executive team. He/She will be managing, evaluating, influencing and executing with a matrixed IT team and will interface daily with Executives, IT, Security, Customer Support, and Executive Support members and the corporate user community to deliver world-class IT services. He/She will be directly involved in resolving user escalations and coordinating the communication of service outages. 

As a member of the IT leadership team, this person is expected to demonstrate an ongoing commitment to company values and to be an example for his/her team. Occasionally, this position will be involved in resolving issues escalated outside of normal business hours and, therefore, will be required to carry a mobile phone or otherwise be available outside normal business hours. The successful candidate must be receptive to management direction and coaching to increase his/her individual and team effectiveness. Additional responsibilities include:

• Provide excellent customer service to executive team members and partners and diffuse heightened end user sensitivity
• Deliver and lead the delivery of proactive, white glove IT Support to onsite and remote executive team members
• Coach executives in secure IT practices 
• Set reasonable expectations for executive staff that can be executed with a high degree of success
• Define team goals, lead staff to achieving desired results, and be accountable for team performance
• Report and progressively improve request resolution rates to minimize escalations and transfers
• Lead and actively participate on projects to advance the capabilities of the Service Management Operations team
• Plan and implement technologies enabling efficient request tracking/routing, collaborative problem solving, user self-service, monitoring, alerting, and management reporting
• Report team performance metrics periodically and roll-up cross-functional metrics quarterly
• Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations
• Execute IT policies with confidence and understanding of both the letter and the spirit of the policy
• Manage vendors and partners involved with the delivery of functional responsibilities

This position requires someone who is outgoing, values a positive customer experience, has excellent professional presence and communications skills, and enjoys working in a team environment. Must have a minimum of 2 years IT experience in an Executive / White Glove support position. Must have 5-8 years experience working in IT. Must have practical IT experience with ticketing and queue management. Successful candidates will have strong experience in troubleshooting and root cause analysis. Must have experience establishing performance thresholds and monitoring systems for failures or degraded performance. Must be current with PC and Mac hardware and technology trends. Must have strong research and problem solving abilities. Must be able to leverage the talents of your employees to build high performance teams. Must have excellent communication skills, both verbal and written. Must have a Bachelor's degree in Business, Technology, or Engineering.  

In order to be successful in this role, we need someone who has:

• 3 years direct experience supporting C-Level executives and other VIP staff and executive administrators
• 3 years expert level experience using and supporting Apple iPhone and iPad devices
• 2 years’ experience in business communication platforms such as messaging, video conferencing, telephony etc.
• Technical problem-solving abilities, with keen attention to detail
• Strong customer-service orientation with a focus on customer satisfaction
• Flexibility to be on call during off hours and weekends
• Works with transparency to build trust and promote collaborative solutions
• Must understand and accept the 24/7 availability nature of Executive IT – White Glove Support
• Time management and organizational skills are essential
• Highest degree of professionalism and integrity
• Self-motivated and directed, with the ability to effectively prioritize and execute
• Hands-on troubleshooting with the ability to perform under intense time pressures and scrutiny
• 3 years’ experience in Microsoft 0365 products (Windows, Office, Outlook, Skype, etc.)
• 5 years’ experience in desktop hardware, operating systems, and printers
• Bachelor’s degree or equivalent experience (i.e. 5 years’ experience in an IT role) as well as 2+ years in a management position supporting IT service teams
• Experience in both large enterprise and mid-sized environments.
• MIS, MCS, or MBA preferred.