Manager, Executive Support

Marriott Hotels Resorts•Bethesda, MD

About The Position

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.

Requirements

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.
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

Nice To Haves

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

Responsibilities

Serve as the direct technical advisor and primary technical point of contact for the CEO and executive leadership, providing swift, discreet resolution of complex technical issues across devices, platforms, and environments and ensuring a superior technology experience.
Lead, mentor, and develop a team of executive desktop support technicians, including supervision, recruiting, scheduling, training, evaluation, and ongoing coaching.
Collaborate with GT teams to coordinate rapid incident response, ensuring minimal disruption for issues affecting the executive community.
Act as an escalation point for all executive technical matters, coordinating with business customers, service providers, and GT teams to exceed service expectations.
Collaborate with GT teams to manage and track software deployments/upgrades, and anticipate technology needs for executives.
Build strong relationships with executive assistants, security teams, and other stakeholders.
Communicate proactively, providing updates, insights, and recommendations.
Maintain rigorous confidentiality, professionalism, and sensitivity in all executive support interactions.
Drive continuous improvement through analysis of support metrics, executive feedback, and the implementation of ITIL best practices and innovative solutions.
Responsible for overall team development, including new-hire training, ongoing mentoring, and metrics-based performance management.
Foster a culture of excellence, collaboration, and continuous learning within the team.
Ensure on-call availability for executive support needs outside of standard business hours.
Lead weekly team meetings to review initiatives, delivery state, and to identify areas requiring assistance
Perform regular 1x1 meetings with team members to review current issues, provide assistance, and address concerns
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
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
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
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