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Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead delivery of premium executive IT support, ensuring fast response, high quality, and discretion aligned with Diamond Support standards
- Ensure 24/7 global coverage, including on-call and follow-the-sun support, meeting defined SLAs and response targets
- Oversee incident management, escalations, and resolution, ensuring proper tracking, documentation, and continuous improvement
- Drive proactive support through regular executive workspace checks, conference room readiness, and anticipation of issues before they impact executives
- Own IT delivery for executive events, including planning, technical readiness, live support, and post-event reviews
- Establish and standardize event support processes to ensure consistent, scalable delivery across regions
- Coordinate with infrastructure, network, AV, and security teams to ensure reliable technology for executive interactions and events
- Lead and develop a global team with clear roles, accountability, and effective coverage across services
- Implement structured operational rhythms (e.g., LSW, daily checks, service reviews) to ensure consistency and performance
- Govern the Executive Services model, including support tiers, escalation paths, and service reviews
- Act as primary escalation point for executive IT issues, ensuring quick resolution and strong stakeholder trust
- Promote a strong customer focus, delivering a seamless and personalized executive experience
- Drive continuous improvement through feedback, metrics, and process optimization
- Identify automation and innovation opportunities (e.g., AI, analytics) to improve efficiency and proactive support
- Align Executive Services with broader IT and Digital Workplace strategy
Requirements
What you’ll need- 8+ years of experience in IT Service Delivery, End User Computing, or Executive Support
- Proven experience managing high-touch IT support teams for senior stakeholders
- Strong understanding of incident management, IT operations, and SLA-driven service delivery
- Experience managing global teams and on-call support models
- Ability to perform effectively in high-pressure, high-visibility environments
- Experience with executive support models (e.g., Diamond / Platinum support)
- Strong leadership, communication, and stakeholder management skills
- Deep understanding of Digital Workplace technologies (collaboration, endpoint, AV environments)
- Proactive, solution-oriented mindset with strong decision-making capabilities
- Experience with ServiceNow or similar ITSM platforms
Benefits
Comp & perks- In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package.
- This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service DeliveryEnd User ComputingIncident ManagementSLA-driven Service DeliveryExecutive Support ModelsDigital Workplace TechnologiesServiceNowAutomationAIAnalytics
Soft Skills
LeadershipCommunicationStakeholder ManagementProactive MindsetSolution-orientedDecision-makingCustomer FocusTeam DevelopmentAccountabilityPerformance Management