Senior Desktop Support Engineer Helpdesk Technician IT

Senior Executive IT Support / Field Services Lead

Location: Boston, MA 02210
Employment: Full-Time, Direct Employment
Salary: USD $90,000 per annum
Experience: 8+ years
Education: Bachelor's Degree required; Master's/MBA preferred
English: B2 minimum
Positions: 1
Target Onboarding: August 27, 2026
Start Date: September 1, 2026
Background Check: Standard BGV

Position Overview

We are seeking an experienced FSO L3 / Senior Executive IT Support professional to provide high-level technical leadership and discreet, white-glove IT support to C-suite executives and senior leadership.

This is significantly more senior than a standard L2 or desktop support position. The successful candidate will operate as an L3 escalation point, taking ownership of complex technical issues while overseeing critical day-to-day technical operations.

The position combines executive/VIP support, L3 desktop and endpoint engineering, meeting and AV support, Digital Workplace technologies, operational leadership, security, vendor management and continuous service improvement.

Candidates must have demonstrable L3-level experience and the confidence and professionalism to work directly with CEO/CFO/COO-level stakeholders.

Key ResponsibilitiesExecutive & L3 Technical Support

• Deliver highly discreet, white-glove technical support to C-suite executives and senior leadership.
• Act as the senior escalation point for complex L3 technical incidents.
• Build trusted relationships with executive users and understand their individual technology requirements.
• Provide onsite, remote and, where required, at-home technical support.
• Take full ownership of complex incidents through diagnosis, escalation and final resolution.
• Conduct advanced troubleshooting and root-cause analysis.
• Support hardware, software, operating systems, applications, connectivity and endpoint-related issues.
• Prepare, configure, maintain and troubleshoot executive laptops, desktops, smartphones and tablets.
• Support Windows, macOS, Ubuntu, iOS and Android environments.
• Provide BAU incident, request and change support when not engaged with executive users.
• Record and manage incidents and requests through ServiceNow, maintaining accurate technical documentation.

Digital Workplace & Endpoint Technologies

Provide advanced support across technologies including:

• Microsoft Windows
• macOS
• Ubuntu
• Microsoft 365 / O365
• Microsoft Teams
• Microsoft Intune
• Microsoft Autopilot
• SCCM
• Tanium
• Jamf
• Active Directory / Entra ID
• iOS and Android
• 4G/5G mobile devices
• MFA
• VPN and secure remote access

Candidates should be capable of troubleshooting beyond standard desktop support procedures and independently resolving complex endpoint and Digital Workplace issues.

Executive Meetings, AV & Conferencing

A major component of this position is ensuring that technology performs flawlessly during high-profile meetings and executive events.

Responsibilities include:

• Provide technical support for board meetings, executive presentations, earnings calls, QBRs, town halls and other critical events.
• Support executives during important meetings, events and travel.
• Configure and troubleshoot advanced AV and video-conferencing environments.
• Provide support across Microsoft Teams, Teams Rooms/MTR, Zoom and Webex.
• Ensure meeting rooms and conferencing facilities remain fully operational and fit for purpose.
• Coordinate daily technology sweeps of executive meeting spaces.
• Troubleshoot AV, connectivity, presentation and conferencing issues under significant time pressure.
• Develop contingency plans and technical playbooks for business-critical meetings and global events.
• Provide out-of-hours support for critical executive events when necessary.

Leadership & Strategic Responsibilities

The FSO L3 will also perform a senior operational and supervisory function.

Responsibilities include:

• Provide leadership and guidance to Field Services and Executive Support professionals.
• Help establish a culture of technical excellence, accountability and exceptional customer service.
• Work closely with C-suite executives, department heads, business units and managed service providers.
• Develop and contribute to strategic plans for IT support, Digital Workplace and collaboration technologies.
• Lead or contribute to complex IT projects and technology transformations.
• Monitor service performance, SLAs and KPIs.
• Produce reports covering technical operations, projects, incidents and team performance.
• Identify technology gaps and make recommendations for future improvements.
• Support budget planning covering technology investments, operational expenditure and staffing requirements.

Security & Compliance

Given the sensitivity of executive communications and information, discretion and security awareness are essential.

The successful candidate will:

• Ensure compliance with IT security, data privacy and organisational policies.
• Maintain strict confidentiality when supporting executives.
• Support and enforce MFA, VPN and secure communications.
• Apply cybersecurity best practices across executive devices and services.
• Identify technical and operational risks and escalate appropriately.
• Ensure vendors and service providers comply with agreed SLAs and security requirements.

Vendor & Infrastructure Management

• Oversee executive workstations, mobile devices, AV and collaboration equipment.
• Monitor system performance, reliability and capacity.
• Work with vendors and managed service providers to resolve complex technical issues.
• Evaluate technology products and solutions.
• Track vendor performance against SLAs.
• Identify opportunities for optimisation, scalability and improved service reliability.

Executive Training & Service Improvement

• Develop effective white-glove support mechanisms for CEO, CFO, COO and other senior executives.
• Create and maintain technical documentation, knowledge bases and executive-support playbooks.
• Deliver technology training and workshops to executive users.
• Identify recurring problems and implement permanent solutions.
• Improve support processes to reduce resolution times and increase executive satisfaction.
• Recommend modern workplace solutions including Autopilot, automation and self-service technologies.

Required Candidate ProfileEssential

Candidates should demonstrate:

• 8+ years of progressive IT experience, particularly within L3 support, Digital Workplace Services, Executive/VIP Support or Infrastructure Operations.
• Genuine L3 / Tier 3 / third-line technical support experience.
• Proven experience providing white-glove support to C-suite executives and senior leadership.
• Strong customer-facing experience and executive presence.
• Bachelor's Degree in Computer Science, IT or a related discipline.
• Advanced troubleshooting and root-cause analysis skills.
• Strong Windows and Microsoft 365 expertise.
• Experience with endpoint-management technologies such as Intune, Autopilot, SCCM, Tanium and/or Jamf.
• Strong knowledge of mobile devices and iOS/Android.
• Experience with MFA, VPN and secure remote-access technologies.
• Strong AV/video-conferencing experience.
• Experience supporting Teams, Zoom and/or Webex.
• Experience with Microsoft Teams Rooms (MTR) is highly desirable.
• ITSM/ticket-management experience, preferably ServiceNow.
• Ability to independently own and resolve complex technical incidents.
• Experience working with vendors and managed service providers.
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts clearly to non-technical senior stakeholders.
• Professional, calm and credible behaviour under pressure.
• High level of discretion and confidentiality.
• Flexibility to occasionally provide out-of-hours or weekend support for critical executive events.

Leadership Requirements

Candidates should also demonstrate experience in some combination of:

• Team leadership or supervision
• Cross-functional IT leadership
• IT project management
• Vendor management
• SLA/KPI management
• Service improvement
• IT strategy
• Budget responsibility
• Technology transformation

Preferred Qualifications

A Master's Degree or MBA would be advantageous.

Highly desirable professional certifications include:

ITIL Expert PMP CISSP CISA

Relevant technical certifications from Microsoft, CompTIA or equivalent technology vendors are also required/preferred depending on the candidate's technical background.

Core job-title tags:
L3 Desktop Support · Level 3 Desktop Support · Desktop Support Engineer · Senior Desktop Support Engineer · Desktop Support Specialist · Desktop Support Technician · IT Support Engineer · Senior IT Support Engineer · End User Support Engineer · EUC Support Engineer · End User Computing Engineer · Field Support Engineer · Field Services Engineer · Deskside Support Engineer · Senior Deskside Support Engineer · Onsite Support Engineer

Technical keywords:
Windows 10 · Windows 11 · Microsoft 365 · Office 365 · Active Directory · Azure AD · Entra ID · Intune · SCCM · Microsoft Endpoint Configuration Manager · Group Policy · GPO · PowerShell · BitLocker · VPN · DNS · DHCP · TCP/IP · LAN/WAN · Outlook · Teams · ServiceNow · ITIL · Endpoint Management · Hardware Troubleshooting · Software Troubleshooting · Laptop Support · Desktop Support

Important seniority/customer tags:
L3 Support · Level 3 Support · Tier 3 Support · 3rd Line Support · Third Line Support · Executive Support · VIP Support · C-Suite Support · White Glove Support · Escalation Support · Advanced Troubleshooting · Root Cause Analysis

Pay: $90,000.00 per year

Application Question(s):

• What is your level of English?
• Are you happy working fully onsite in Boston?
• What's your earliest start date?
• Are you happy with the salary of 90,000 USD per annum as a W2 full time payroll employee?
• How many years of desktop support experience do you have?

Work Location: In person