What are the responsibilities and job description for the Sr. Technical Support – Site Lead/Executive Support position at Coforge?
Role: Sr. Technical Support – Site Lead/Executive Support
Location: Hartford, CT
Key Skills: Executive Support, White Glove, Windows OS, ITAM,
Experience: 09 years
Mode of Hire: Full Time
Job Description
This role is responsible for delivering and coordinating 24/7 white-glove, high-touch IT support to executives and staff in a fast-paced financial services environment.
This position provides hands-on technical oversight of vendor-managed site teams, partners closely with managers to drive a service-first delivery strategy and builds strong relationships with business stakeholders. Success in this role requires deep technical expertise, excellent communication skills, and a proven ability to support senior executives in dynamic, high-touch environments.
Key Responsibilities
- Serve as the primary technical lead for on-site end user services, ensuring consistent, high-quality support across all service areas.
- Deliver and coordinate 24/7 white-glove support for executives, resolving issues with discretion, speed, and precision.
- Provide Level 1 and 2 deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
- Act as the escalation point for complex or sensitive support issues involving executive stakeholders.
- Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution.
- Partner with managers to align support operations with business needs and reinforce a service-first culture.
- Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs.
- Promote a culture of service excellence, accountability, and continuous improvement across the site.
- Maintain and update tickets in alignment with SLA and KPI targets.
- Manage IT asset lifecycle including procurement, inventory, and disposal.
- Oversee incident response and root cause analysis for executive-impacting issues, ensuring timely resolution and communication.
- Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.
- Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities.
Required Qualifications
- Extensive experience in IT service delivery, site operations, or technical end user support, with a focus on executive environments.
- Demonstrated success in supporting executive-level users with high-touch, responsive, and 24/7 service.
- Strong technical oversight and vendor coordination capabilities.
- Exceptional communication, problem-solving, and stakeholder engagement skills.
- Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
- Ability to operate independently and make decisions in dynamic, fast-paced environments.
- Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
- Experience with IT Asset Management (ITAM) tools and practices.
- Bachelor’s degree or 5–8 years of relevant IT experience.
Preferred Skills & Certifications
- Industry certifications (e.g., Microsoft, ITIL, CompTIA).
Familiarity with performance management, capacity planning, and business relationship management