Sr. Technical Support Site Lead/Executive Support Onsite Tech Services (Windows)
Location: Onsite | Hartford, CT
Position Summary
The Executive Tech Services (ETS) Sr. Technician will serve as the site lead within our Onsite Tech Services (OTS) team. This role is responsible for delivering and coordinating 24/7 white-glove, high-touch IT support to executives and staff in a fast-paced financial services environment.
This position provides hands-on technical oversight of vendor-managed site teams, partners closely with managers to drive a service-first delivery strategy and builds strong relationships with business stakeholders. Success in this role requires deep technical expertise, excellent communication skills, and a proven ability to support senior executives in dynamic, high-touch environments.
Key Responsibilities
- Serve as the primary technical lead for on-site end user services, ensuring consistent, high-quality support across all service areas.
- Deliver and coordinate 24/7 white-glove support for executives, resolving issues with discretion, speed, and precision.
- Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
- Act as the escalation point for complex or sensitive support issues involving executive stakeholders.
- Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution.
- Partner with managers to align support operations with business needs and reinforce a service-first culture.
- Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs.
- Promote a culture of service excellence, accountability, and continuous improvement across the site.
- Maintain and update tickets in alignment with SLA and KPI targets.
- Manage IT asset lifecycle including procurement, inventory, and disposal.
- Oversee incident response and root cause analysis for executive-impacting issues, ensuring timely resolution and communication.
- Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.
- Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities.
Required Qualifications
- Extensive experience in IT service delivery, site operations, or technical end user support, with a focus on executive environments.
- Demonstrated success in supporting executive-level users with high-touch, responsive, and 24/7 service.
- Strong technical oversight and vendor coordination capabilities.
- Exceptional communication, problem-solving, and stakeholder engagement skills.
- Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
- Ability to operate independently and make decisions in dynamic, fast-paced environments.
- Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
- Experience with IT Asset Management (ITAM) tools and practices.
- Bachelor's degree or 5 8 years of relevant IT experience.
Preferred Skills & Certifications
- Industry certifications (e.g., Microsoft, ITIL, CompTIA).
Familiarity with performance management, capacity planning, and business relationship management
Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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