Our customer is one of the leading and fastest growing distributors of specialty building materials in the United States, with a team of over 9,000 employees located throughout the country. Since their founding in 2009, our customer has acquired over 50 companies and have expanded to more than 500 locations serving 32 states. Our customer is a progressive organization that promotes a unique culture that focuses on the value of its customers and associates. Developing their people is critical to our strategy and fostering their culture of empowerment.

Reporting to Business Engagement Service Desk Manager, The IT Executive Support Lead is responsible for providing exceptional technical and customer service.  This position is the primary contact for all executive level support incidents and will be responsible for troubleshooting, responding to escalated requests for executive support in a timely manner, and maintaining the knowledge and skills to perform duties.  The IT Executive Support lead will be responsible for thoroughly documenting Business Engagement processes, all established procedures and ensuring that an accurate and current knowledge base is always maintained. The IT Executive Support Lead will be required to work on-site.  
 
Essential Job Duties:
1.    Primary contact for all executive level support incidents
2.    Travel to remote locations to provide additional IT support for executives as required
3.    Develop and maintain an advanced understanding of our customer’s use of technology
4.    Apply expert technical skills and knowledge in the support troubleshooting of computer systems, hardware, and software across our customer
5.    Diagnose, define, and document issue root causes then recommend and implement remediation
6.    Work with IT associates and business partners to identify opportunities and adjust IT services accordingly
7.    Develop and maintain IT service area documentation, process, and procedures
8.    Maintain consistent and professional customer service and communication with associates
9.    Provide timely status updates as needed
10.    Willingness to be candid, calm and confident
11.    Passion for customer service with a proactive mindset
12.    Experience working with global teams and collaborating on solutions
13.    Partner with management to identify process performance and automation opportunities, collaborate with required stakeholders to identify and implement process changes or system capabilities/enhancements to improve process performance
14.    Assist IT management and senior IT technical staff in developing guidelines and operating procedures
15.    Maintain advanced technology knowledge
16.    Participate in special projects or stretch assignments as required
17.    Provide technical assistance, guidance, and leadership to IT associates across our customer 
18.    Work with vendors to develop quotes, gain approvals, solutions, and consulting services given documented customer needs, policies, and best practices
19.    Collaborate with colleagues to identify and remediate issues
20.    Follow established work processes, best practices, and implement changes to streamline operations as outlined by our customer’s governance
21.    Responsible for developing related service goals and measures to ensure service levels are attained
22.    Ensure current applications and services are updated and aligned with the implementation of new applications
23.    Create and implement risk mitigation processes and conduct reviews to determine weaknesses in applications
24.    Use the customer’s Incident Management system to document all troubleshooting activities and executive discussions
25.    Ability to advance a solution by leveraging other customer’s IT groups (Server, Network, BI, etc).
26.    Work to ensure all devices, operating systems, and all installed application software meet standards and are properly configured
27.    Monitor performance for various aspects of IT as provided by the Service Performance team (Network, Server, Applications, Ticket Queues, etc.)
28.    Setup and configuration of new hardware (computers, printers, AV equipment, equipment) and software
29.    Assist with mobile devices, wifi, and hot spot set up, operations and applications
30.    Document all local systems and how they should be supported
31.    Other duties as assigned by Management
 
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
•    Required education – Degree in IT Management, Computer Science, other related field or equivalent experience
•    Required experience – Minimum 5 years’ experience or equivalent in IT.
•    Technical expertise – Expert level
•    Must have a valid driver’s license
•    Prior experience supporting C-level Executives and partnering with Executive Assistants
•    Works independently with little day to day supervision
•    Ability to support multiple efforts in parallel, in a highly matrix, fast-paced, multi-site organization experiencing rapid growth
•    Ability to lead and work in remote teams across time zones and geographies
•    Excellent presentation and interpersonal skills, including written and oral communications
•    Occasional weekend work if projects or assignments necessitate activity when workers are out of the office
•    May have to work off-hours and over time, if there are critical problems requiring IT intervention
•    Some travel likely to customer locations along with business-related meetings & conferences

Required Tech Stack:

O365 | Windows 10 | Active Directory | Remote Connectivity | ITSM (ServiceNow or Solarwinds)

Physical demands include standing, walking, or sitting for extended periods of time and bending, stooping, and maneuvering to locations of wires, computers, or network equipment and occasional lifting of up to 50 pounds and frequent lifting of up to 10 pounds

firstPRO is an Equal Opportunity Employer.