VIP Support Lead

KEY RESPONSIBILITIES

Line-manage the VIP Support Engineers and VIP Service Coordinator - rostering, performance management, coaching and development. Own the VIP service standard, SLA definition, quality assurance framework and satisfaction measurement. Act as primary escalation point for executive dissatisfaction and politically sensitive incidents. Build and maintain relationships with executive offices, chiefs of staff and executive assistants. Drive proactive service improvement based on VIP incident trends and telemetry. Interface with the Service Delivery Manager and ITSM function on major incidents affecting executives. Own VIP onboarding standards for newly appointed executives. Deputise on hands-off VIP support delivery during peak periods or team absence. Produce VIP service reporting into the monthly governance cycle.

REQUIRED TECHNICAL SKILLS

Full VIP Support Engineer technical baseline across Wintel, storage, Microsoft stack, Teams and networking. Proven people leadership in a customer-facing technical team. Strong stakeholder management at executive and government level. Service quality frameworks, QA and satisfaction measurement. ITSM reporting and analysis.

Desired Candidate Profile

REQUIRED TECHNICAL SKILLS

Full VIP Support Engineer technical baseline across Wintel, storage, Microsoft stack, Teams and networking. Proven people leadership in a customer-facing technical team. Strong stakeholder management at executive and government level. Service quality frameworks, QA and satisfaction measurement. ITSM reporting and analysis.