JOB SUMMARY

The Manager, Executive Support is a crucial, highly technical, hands-on, leadership position dedicated to delivering world-class, high-touch, and personalized technical support to the CEO and executive stakeholders at Marriott International Headquarters. This role combines direct support for the CEO’s office with direction for a team of executive support technicians, ensuring seamless technology experiences for executive-level customers. The ideal candidate demonstrates deep technical expertise, outstanding communication, and proven leadership skills to drive operational excellence in a fast-paced, high-impact environment.

In addition, this position will serve as an escalation point for all matters related to executive technical support, working collaboratively with service providers and Global Technology (GT) teams to develop and deliver services that effectively address the needs of the Marriott executive community. The manager will lead a team of highly skilled support professionals, setting high standards for responsiveness, professionalism, and problem-solving.They will also oversee staff development through continuous initiatives, regular metrics assessment, and the adoption of ITIL best practices and team development strategies designed to enhance efficiency, communication, and the overall customer experience.

This role requires flexibility to handle executive support needs that may arise outside of traditional business hours, and may require travel.

CANDIDATE PROFILE

Education and Experience

Required:

• Bachelor’s Degree in Information Technology or equivalent combination of education, technical training, or work/military experience.

• 5+ years of experience in executive or VIP technical support, with at least 2 years in team leadership or management preferred.

• 3+ years of IT management experience and demonstrated expertise supporting executive-level customers.

• Advanced understanding of enterprise IT environments (Windows, macOS, mobile, conferencing solutions, cybersecurity best practices).

• Exceptional troubleshooting skills and the ability to resolve complex issues under pressure.

• Strong leadership and team-building experience, including inspiring high performance and fostering a collaborative culture.

• Excellent verbal and written communication, capable of conveying technical information to non-technical audiences and C-suite executives.

• Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks.

• High degree of discretion, professionalism, and commitment to confidentiality.

• Industry certifications such as ITIL, HDI, or PMP are highly desirable.

Other Skills, Attributes and Experience:

• Technical depth and hands-on troubleshooting

• Leadership and team development

• Strategic thinking and proactive problem solving

• Exceptional customer service and interpersonal skills

• Professionalism and empathy in all interactions, with a customer-centered mindset.

• Adaptability and resilience in the face of changing priorities or unexpected challenges

• Keen attention to detail and commitment to quality

• Innovative thinking and a passion for continuous learning

• Integrity, discretion, and sound judgment when handling confidential information

• Professional demeanor and strong leadership skills

• Ability to manage stressful situations in a calm, courteous, and confident manner

• Proven ability to effectively prioritize and execute tasks in a high-pressure environment

• Ability to utilize metrics and data to improve service quality and team performance

• Passion for IT and eagerness to stay current with changing technology practices

Metrics and KPIs:

• Lead with data driven analysis and metrics

• Direct the team to respond to and record end user queries using the ServiceNow incident management system

• Establish metrics and reporting mechanisms to track team performance and customer satisfaction

• Perform metrics reporting in ServiceNow ITSM system and coaches team based on ticket data and survey feedback

• Maintain detailed records of issues, solutions, and communication for quality assurance and future reference

Stakeholder Engagement:

• Serve as the escalation point of contact for executive stakeholders regarding technical support matters

• Build strong relationships with executive customers to understand their unique needs and anticipate potential challenges

• Communicate proactively with stakeholders, providing updates, insights, and recommendations

Technical Expertise & Problem Solving:

• Maintain deep knowledge of the company’s technologies, platforms, and services

• Lead the troubleshooting and resolution of complex, high-impact technical issues

• Coordinate with product development and engineering teams to address recurring problems and implement preventative solutions

• Stay informed on industry trends and emerging technologies to advise executives on best practices and new opportunities

Quality Assurance & Continuous Improvement:

• Implement rigorous quality control processes to ensure technical support meets the highest standards

• Solicit feedback from executive clients and team members to identify areas for improvement

• Evaluate and refine support protocols, documentation, and knowledge bases

• Champion a culture of innovation and exceptional service throughout the team