Manager, Executive IT Support

Position Overview

The Manager of Diamond & Platinum Help Desk Services leads a high performing team that delivers executive-level, white-glove technical support to senior government officials and their staff. This role owns service quality end-to-end, ensuring every interaction is proactive, discreet, and customer obsessed while driving operational excellence across incident response, problem management, knowledge, and continual improvement. The manager combines deep technical fluency with outstanding leadership, communication, and stakeholder engagement skills to maintain an exceptional support experience tailored to subscribers of the service. The team's scope includes advanced support for Microsoft 365 applications and Apple mobile devices (iPhone/iPad), delivered with calm, confident professionalism and a 24O7 support posture.

Key Responsibilities

Customer Experience & Executive Engagement

Champion a white-glove service culture; set expectations, coach behaviors, and personally model executive appropriate communication and discretion in all interactions.
• Serve as primary escalation point and relationship manager for VIP stakeholders; provide concise status updates, post incident briefings, and proactive technology advisories tailored to executive workflows (e.g., Outlook/Teams/PowerPoint usage patterns).
• Establish and run a Service Excellence Program (surveys, CSAT/NPS, ride-alongs, call coaching) to ensure experiences are consistently customer focused and positive.

Operations, Process & Quality

• Own daily operations for Diamond & Platinum support queues: intake, triage, major incident command, and rapid restoration, maintaining composure under pressure and setting clear roles during high visibility events.
• Design, implement, and continuously improve ITIL-aligned processes tailored to the service.
• Define and manage SLAs/OLAs; track performance and remediate gaps through action plans.
• Run weekly quality reviews (tickets, call recordings, onsite tasks) and maintain a living VIP playbook (profiles, preferences, devices, travel patterns, briefing templates).

Technology Enablement

• Oversee advanced support for Microsoft 365 applications (Outlook, Excel, Word, PowerPoint, Teams) and executive productivity scenarios; ensure technicians deliver expert assistance aligned to VIP needs.
• Govern Apple mobile (iPhone/iPad) support standards-setup, troubleshooting, app assistance-and ensure secure, compliant device management practices.
• Partner with engineering/security on endpoint management, identity, collaboration, and conferencing; drive preventive health checks before high-profile meetings and travel.

People Leadership

• Recruit, onboard, and develop Platinum/Diamond technicians; run structured coaching, shadowing, and certification paths (HDI/ITIL/Microsoft/Apple).
• Build and manage a 24O7 coverage model (on call rotations, after hours, rapid response) with documented runbooks and escalation matrices.
• Recognize excellence and address performance issues promptly; maintain a psychologically safe culture focused on empathy, professionalism, and accountability.

Governance, Security & Compliance

• Ensure all support activities adhere to security, compliance, and strict confidentiality requirements; reinforce least-privilege access and privacy practices.
• Coordinate with Security/Compliance for audits, control evidence, and continuous improvement actions.
• Maintain readiness and eligibility for required clearances (e.g., DOE), and enforce clearance appropriate work assignments and data handling.

Reporting & Continuous Improvement

• Publish executive dashboards on CSAT, SLA attainment, first-contact resolution, mean time to restore, VIP incident volume, and trend analytics.
• Run root cause and post incident reviews; translate findings into playbook updates, tech hardening, and training.
• Own annual/quarterly roadmaps for service enhancements, tooling, and knowledge modernization.

Required Qualifications

• 10 years of progressive IT support experience, including 3-5+ years leading VIP or executive support teams.
• Demonstrated success delivering white-glove service with calm, confident presence under pressure.
• Exceptional written/verbal communication; discreet, professional demeanor with a customer first mindset.
• Advanced proficiency with Microsoft 365 (Outlook, Excel, Word, PowerPoint, Teams) and executive productivity troubleshooting.
• Expertise supporting Apple iPhone/iPad devices and related management tools; strong knowledge of Windows endpoints and common peripherals.
• Strong organization and documentation skills; ability to work independently and lead teams through ambiguity.
• Ability to obtain and maintain a Department of Energy (DOE) security clearance.

Preferred Qualifications

• Prior experience supporting C-suite or senior government officials in high confidentiality environments.
• ITIL Foundation (or higher); HDI Support Center Manager; relevant Microsoft/Apple certifications.
• Familiarity with enterprise security practices and mobile device management (MDM).

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.