Senior IT VIP Support Specialist

Key Responsibilities

• Act as the single-threaded Directly Responsible Individual (DRI) for the digital experience of M3 executives (CEO's direct reports) in the US Pacific time zone, providing end-to-end support from pre-onboarding through daily operations, high-stakes events, global travel, and offboarding.
• Build and maintain strong relationships with executives, Executive Assistants, Chiefs of Staff, and Office of the CEO teams, approaching all engagements with professional presence, composure, judgment, and absolute discretion.
• Conduct proactive check-ins on pain points, preferences, and upcoming needs; maintain event and travel calendars and reach out ahead of key events and trips.
• Monitor and report on weekly KPIs including MTTR, FTTR, and CSAT; communicate project status transparently (On Track, At Risk, or Blocked).
• Own executive onboarding from offer acceptance: coordinate with stakeholders for device and setup preferences, ensure hardware is configured and delivered three business days before start date, and handle confidential onboardings with title-masking and profile-concealment measures.
• Provide top-tier white-glove incident response via monitored executive hotline (bypassing ticket queue) and participate in global PagerDuty on-call rotation for after-hours support.
• Perform continuous device health checks (laptops, backups, mobile devices, apps, certificates) ahead of events and trips; own technical preparation for Board meetings, earnings calls, All Hands, and keynotes (including production and overall DRI assignments).
• Partner with Internal Comms for run-of-show, slide advancement, tech checks, and backup plans; maintain deep expertise in executive AV rooms (Zoom Rooms, Teams rooms, QSYS, control systems, cameras, microphones) and partner with AV Engineering for live support.
• Manage mobile and connectivity with redundant setups (Verizon primary, T-Mobile backup, eSIM controls); prepare travel briefs and kits; maintain visibility into regional loaner/depot stock for same-day device replacement.
• Work within structured ticketing systems (Jira or similar) with disciplined execution, clear communication, and escalation protocols; participate in global handoffs (APAC → EMEA → AMERICAS) to ensure 24/7 coverage.
• Implement automation and intelligent tooling for routine diagnostics, health checks, and triage to minimize manual toil; stay current on emerging technology and AI trends to proactively improve the executive support experience.
• Build the playbook for this Phase 1 role in parallel with live operations, establishing standards, runbooks, and judgment that will template future phases for SVP+, VP+, and the full Senior Leadership Team.

Requirements

• High-level IT proficiency combined with AV expertise for leading high-stakes events and Board meetings.
• Experience providing white-glove, proactive executive support with absolute discretion when handling confidential information, material non-public data, and sensitive business context (governed by company NDA).
• Strong judgment, composure, relationship-building skills, and ability to act as a protective barrier for critical executive workflows.
• Proficiency with ticketing systems (Jira or similar), PagerDuty on-call processes, and global handoff standards.
• Ability to blend technical mastery with disciplined execution in a shared team workflow.
• Commitment to staying current on emerging technology and AI trends for automation and innovation in executive support.
• Based in or able to work from the Palo Alto office.

Nice-to-Haves

• Experience building playbooks and runbooks from scratch for new support models.
• Background in empowering Executive Assistant communities through technical training.
• Expertise in mobile connectivity solutions, travel tech preparation, and AV/conferencing systems (QSYS, DSPs, control systems).