VIP Relationship Manager

General Purpose:

The VIP Relationship Manager leads the strategy, execution, and continuous improvement of high-touch executive IT support and relationship management services for VIP end users, executive leadership, and their support staff across multiple offices and locations. This role manages a team of technical support specialists responsible for delivering 24/7 white-glove support both in person and remotely, while setting clear service expectations, coaching team performance, managing escalations, and ensuring consistent achievement of VIP support standards. The manager partners cross-functionally with internal teams and business stakeholders to anticipate end user needs, improve service delivery, strengthen trust and retention, and drive a culture of urgency, professionalism, accountability, and calm, in-control support.

Job Duties and Responsibilities:

• Manage daily activity of the VIP Relationship team as a hands-on leader driven to provide world class customer service to executive team members and partners
• Establish white-glove concierge level of support for local and remote executive staff and hold team members accountable for service delivery and complete follow through
• Maintain the balance of security with the need for efficiency and effectiveness of the executive team. Coach executives in secure IT practices
• Diffuse heightened sensitivity and set appropriate expectations that can be executed with a high degree of repeatable success
• Establish trust and maintain a high level of confidentiality for all executive operation activities and tasks. Develop and maintain healthy relationships with executive team leaders and support staff
• Manage and prioritize VIP Relationship escalations and collaborate with cross functional teams to see urgent or business critical issues through to resolution
• Integrate into ongoing projects to ensure the VIP Relationship team is equipped to seamlessly deploy new services and enhancements to executive leadership
• Provide data-driven feedback to tower leads on emerging and trending issues, gaps in processes, or standards
• Recommend new technologies based on industry trends that would increase efficiency and effectiveness of the executive team
• Report on and progressively improve request resolution rates to minimize escalations and transfers. Produce and deliver regular reporting on team metrics
• Measure customer feedback regularly from those receiving executive IT services and present findings to IT leadership with continuous improvement recommendations
• Execute IT policies with confidence and understanding of both the letter and the spirit of the policy
• Perform managerial responsibilities such as hiring, work delegation and review, performance management, coaching, training, and career development
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required