About the Opportunity
Driscoll's Sr. IT Executive Support Specialist plays a key role as an intermediary between our Driscoll's users and the technologies that drive the business. As Driscoll's continues its digital transformation, the Sr. IT Executive Support Specialist II will focus on providing our VIP users with technical assistance with hardware/software related incidents and requests. This position will be the primary point of contact interfacing directly with executive-level/ C-suite staff to deliver exceptional VIP experience. This will be achieved through IT Service Management (ITSM) elements such as incident management/request fulfillment and knowledge management (Knowledge Base). This position requires the ability to work closely with VIP/C-suite users in different areas of the business to ensure minimal downtime and efficient delivery of requests. This position requires collaboration with the global Information Services team across different time zones. This is a fast-paced and varied position, requiring a wide range of IT knowledge.
Responsibilities
- Complete objectives through your own work using knowledge of fundamental theories and concepts within IT Service Management (ITIL). Will manage a global VIP (Executive Support) program and future VIP initiatives.
- Use ITIL practices to identify, investigate and resolve incidents and requests from VIP users for timely resolution in line with our service level objectives.
- Develop and deploy workflows within the IT Service Management system (ServiceNow) to streamline VIP Incidents and requests.
- Build and maintain a knowledge base of VIP user profiles, ensuring familiarity with their technology setups (including hardware, software, and peripherals).
- Develop and implement VIP user onboarding plan for new technologies, ensuring efficient training and minimal disruption to executives' workflow.
- Develop and implement a model for supporting conference rooms (both Executive and VIP-frequented)
- Design and build a comprehensive training program to equip the End User Services team with the skills and knowledge necessary to deliver exceptional VIP support.
- Work proactively with Human Resources and internal IS teams to on-board new Executive staff.
- Maintain confidentiality and discretion in all activities related to Executive support.
- Deliver on-site and remote technical support to executives. This includes resolving technical issues in person at the office and remotely for those working from home (WFH).
- Role involves scheduled on-call after-hours support, as well as periodic off-site support, including meetings, and conferences.
- Identify areas of opportunity to improve communications and operation efficiency to improve customer satisfaction (developprogram to capture CSAT).
- Will collaborate with team in creating new Knowledge Articles, updating existing Knowledge Articles, and migrating existing SOPs from other EUS repositories to the SNOW Knowledge Base.
- Follow Company policies and practices while representing Driscoll's in an ethical and professional manner in all interactions with employees, government agencies, suppliers, growers, customers, etc.
Candidate Profile
Bachelor’s degree in information technology (IT), Computer Science, Business Administration or related technical degree from an accredited university (Required).
5 to 7 years of experience providing VIP/Executive technical support.
5+ years of Professional experience in the IT functional area and demonstrated career growth.
Experience deploying, troubleshooting and managing Windows 10/11 and macOS/iOS devices in a corporate environment.
Experience providing technical support to C-Suite, Executives, top leadership (both technical and non-technical).
Understanding of network infrastructure and troubleshooting basic network connectivity issues for Executives.
Exceptional customer service, communication, and organization skills.
Experience working in a fast-paced environment where meeting deadlines and prioritizing tasks is crucial.
Proven ability to make quick decisions while maintaining professionalism, accuracy, and sound judgment.
Experience working in a dynamic environment with evolving priorities and requirements.
Demonstrated ability to solve problems creatively and thinking outside the box.
Proven ability to explain complex technical information in a clear, concise, and easy-to understand manner.
Must have scheduling flexibility to support the business during regular business hours, possible evenings, and weekends.
Preferred Qualifications:
- ITSM/ ITIL certifications related to the provisioning of services are a plus.
- Basic to intermediate project management skills. Certifications are a plus.
- Previous experience leading technical projects.
- A valid passport and the ability to travel internationally without restrictions.
