Principal Technology Management Support
Keurig Dr Pepper Inc., Frisco, TX, United States
Principal Technology Management Support, Executive Support End User Computing (EUC)
Keurig Dr Pepper (KDP) is looking for an individual to execute a Modern Digital Experience and provide hands‑on IT support for Executive Level employees. The role ensures optimized delivery of end‑user services across the global help desk, desktop services, mobile support, and site‑level IT support functions. This position operates out of the Frisco, TX office and reports to the Senior Manager, End User Computing.
Responsibilities
Provide on‑call white glove support to a named group of ~100 executive level employees and administrative assistants for company‑issued laptops, mobile phones, iPads and conferencing needs.
Support executives at headquarters and remotely when off‑site.
Advise on and assist with delivery of key initiatives and projects related to KDP’s Digital Ways of Working goals.
Develop custom solutions for technical and collaboration issues faced by C‑level executives to reduce digital friction.
Collaborate with analysts to automate standard issues and requests supporting VIP employees.
Coordinate with Executive Support Analysts and managers in the U.S. and Canada for consistent digital experience across ~100 users.
Supervise queues and local resources to ensure end‑to‑end completion of issues and requests.
Work with EUC owners to confirm risk levels, evaluate functionality, identify patterns and themes.
Create and manage delivery of future end‑user services and related technologies (applications, software, laptops, desktops, mobile devices, multifunction printers, A/V equipment) in line with EUC strategy.
Advocate for the voice of the customer to KDP’s service providers.
Develop and implement action plans to address systemic issues and improvement opportunities.
Oversee staff/consultant activities, including team assignments, resource needs, SOPs, and performance reviews.
Provide training and awareness to technical support staff on white‑glove IT service delivery, including office setup and hardware preparation for VIPs.
Offer remote support to VIPs and their administrative teams while traveling or working remotely.
Coordinate with IT delivery teams to flag urgent VIP requests in the service desk ticket system.
Ensure video‑conferencing units are functional before executive meetings and report failures to the appropriate teams.
Requirements
Strong business acumen, analytical and strategic thinking.
Excellent verbal and written communication skills at all levels, up to C‑level.
10+ years of experience supporting executive deskside services.
Experience with Microsoft Desktop/Laptop, Apple technologies, and network connectivity.
Experience managing desktop systems, software, application training, and incident ownership/management.
Expertise in troubleshooting MS Teams and other video‑conferencing technologies.
Relevant experience in a large global enterprise (preferred).
At least one relevant industry certification (e.g., MCSA, A+, Network+, Security+).
Proficiency with ServiceNow or similar ticketing and queue systems.
Background in managing service desk, end‑user, systems, devices, applications, and services in a managed service environment.
Experience in ITIL, ITSM, and ticket case management.
Skill in delivering end‑user services and related technologies, including SaaS support of Apple, Microsoft, Android laptops, desktops, handhelds, mobile phones, and A/V equipment.
Basic understanding of networking, storage, hosting, security, and cloud services.
Broad knowledge of business/technical support functions and ability to plan strategically across IT domains.
Total Rewards
Salary range $86,000 – $130,000.
Actual placement depends on experience, skills, and other factors.
Benefits (subject to election and eligibility): Medical, Dental, Vision, Disability, Paid Time Off (including parental leave, vacation, sick time), 401(k) with company match, Tuition Reimbursement, and Mileage Reimbursement.
Annual bonus based on performance and eligibility.
Equal Employment Opportunity
Equal employment opportunities are provided to all applicants and employees with no regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability, or any other status protected by law.
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Keurig Dr Pepper (KDP) is looking for an individual to execute a Modern Digital Experience and provide hands‑on IT support for Executive Level employees. The role ensures optimized delivery of end‑user services across the global help desk, desktop services, mobile support, and site‑level IT support functions. This position operates out of the Frisco, TX office and reports to the Senior Manager, End User Computing.
Responsibilities
Provide on‑call white glove support to a named group of ~100 executive level employees and administrative assistants for company‑issued laptops, mobile phones, iPads and conferencing needs.
Support executives at headquarters and remotely when off‑site.
Advise on and assist with delivery of key initiatives and projects related to KDP’s Digital Ways of Working goals.
Develop custom solutions for technical and collaboration issues faced by C‑level executives to reduce digital friction.
Collaborate with analysts to automate standard issues and requests supporting VIP employees.
Coordinate with Executive Support Analysts and managers in the U.S. and Canada for consistent digital experience across ~100 users.
Supervise queues and local resources to ensure end‑to‑end completion of issues and requests.
Work with EUC owners to confirm risk levels, evaluate functionality, identify patterns and themes.
Create and manage delivery of future end‑user services and related technologies (applications, software, laptops, desktops, mobile devices, multifunction printers, A/V equipment) in line with EUC strategy.
Advocate for the voice of the customer to KDP’s service providers.
Develop and implement action plans to address systemic issues and improvement opportunities.
Oversee staff/consultant activities, including team assignments, resource needs, SOPs, and performance reviews.
Provide training and awareness to technical support staff on white‑glove IT service delivery, including office setup and hardware preparation for VIPs.
Offer remote support to VIPs and their administrative teams while traveling or working remotely.
Coordinate with IT delivery teams to flag urgent VIP requests in the service desk ticket system.
Ensure video‑conferencing units are functional before executive meetings and report failures to the appropriate teams.
Requirements
Strong business acumen, analytical and strategic thinking.
Excellent verbal and written communication skills at all levels, up to C‑level.
10+ years of experience supporting executive deskside services.
Experience with Microsoft Desktop/Laptop, Apple technologies, and network connectivity.
Experience managing desktop systems, software, application training, and incident ownership/management.
Expertise in troubleshooting MS Teams and other video‑conferencing technologies.
Relevant experience in a large global enterprise (preferred).
At least one relevant industry certification (e.g., MCSA, A+, Network+, Security+).
Proficiency with ServiceNow or similar ticketing and queue systems.
Background in managing service desk, end‑user, systems, devices, applications, and services in a managed service environment.
Experience in ITIL, ITSM, and ticket case management.
Skill in delivering end‑user services and related technologies, including SaaS support of Apple, Microsoft, Android laptops, desktops, handhelds, mobile phones, and A/V equipment.
Basic understanding of networking, storage, hosting, security, and cloud services.
Broad knowledge of business/technical support functions and ability to plan strategically across IT domains.
Total Rewards
Salary range $86,000 – $130,000.
Actual placement depends on experience, skills, and other factors.
Benefits (subject to election and eligibility): Medical, Dental, Vision, Disability, Paid Time Off (including parental leave, vacation, sick time), 401(k) with company match, Tuition Reimbursement, and Mileage Reimbursement.
Annual bonus based on performance and eligibility.
Equal Employment Opportunity
Equal employment opportunities are provided to all applicants and employees with no regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability, or any other status protected by law.
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