Vice President, Corporate Technology Support

Responsibilities: Own and manage the global Service Desk, tech bar, and executive support operations as an integrated employee experience platform Embed AI and automation across support workflows with intelligent triage, automated remediation, predictive issue detection; measure deflection quality and resolution accuracy Deliver concierge-level support to executives and senior leadership, anticipating needs Architect and maintain an integrated digital workplace ecosystem with zero-touch provisioning and self-healing endpoints, integrated with security and identity platforms Connect support metrics to business impact and frame investment cases for senior leaders Drive continuous service improvement using employee experience scores, self-service adoption, and time-to-productivity as outcomes Manage daily support of end-user platforms across a global follow-the-sun model Establish CRE and ITSM practices including SLAs, incident/problem/change management, and governance Drive shift-left and L0 automation to reduce toil and speed outcomes Perform root cause analysis to eliminate repeat issues and drive permanent fixes Create and maintain SOPs, policies, knowledge bases, and self-service content Ensure coverage for travel, events, and client-facing engagements Shape technology engagement as a talent retention advantage Participate in budget planning and data-driven investment cases

Key requirements: 12+ years of experience with a Bachelor's Degree or 10+ years with an Advanced Degree or 8+ years with a PhD 10+ years of experience with modern endpoint management platforms (Intune, Jamf, SCCM) and multi-OS environments Experience deploying AI and automation in IT support workflows including LLM-based triage and automated remediation Strong understanding of zero-trust security, identity platforms, and conditional access related to endpoint/workplace management Proven ability to build executive stakeholder relationships and deliver concierge-level support to senior leadership Experience treating IT support as a product with success metrics such as ESAT/XSAT, self-service adoption, and time-to-productivity ownership mindset low ego curiosity endpoint management (Intune, Jamf, SCCM) AI/ML-assisted workflows enterprise application reliability engineering (CRE)