Digital Workplace, Executive Support and Audiovisual AV Support Engineer

NY Site And Executive Support Lead

Location: Primary location based in New York (10 Hudson Yards), with regular travel to Stamford, CT, Holmdel, NJ, and Bethlehem, PA, as needed. Travel is expected to be approximately 25% or higher based on executive support and business needs.
This role requires flexibility to support off-hours, weekends, and critical executive events such as Board of Directors meetings, scheduled and impromptu leadership sessions.
Job Summary: Guardian is seeking a NY Site and Executive Support Lead to join the Digital Workplace organization. This role serves as the primary technology leader for the New York and Stamford offices while delivering high-touch, white-glove support to senior executives and their administrative teams.
The position combines hands-on executive support with site ownership, ensuring a consistent, high-quality workplace technology experience across locations. The individual will act as a trusted partner to business leadership, owning the end-to-end support experience, driving service performance, and ensuring seamless execution during high-visibility and time-sensitive situations.
This role requires strong technical expertise, sound judgment, and the ability to operate calmly under pressure while maintaining the highest level of professionalism, discretion, and accountability.
Key Responsibilities

Serve as the dedicated technology partner for C-suite executives and their administrative teams, delivering white-glove, high-touch support
Act as the escalation point for complex or high-impact executive issues, driving rapid resolution with clear communication and follow-through
Provide proactive readiness support for executive meetings, including pre-checks, validation, and contingency planning
Support executives both onsite and remotely, including during travel, ensuring secure and reliable access to systems and collaboration tools
Maintain strict confidentiality and professionalism when handling sensitive executive interactions and data
Act as the primary IT point of contact for the New York and Stamford office locations
Own the end-user technology experience across the sites, ensuring alignment with enterprise standards and business expectations
Build strong relationships with business stakeholders, leadership teams, and administrative partners
Partner with Real Estate and Facilities to support workplace initiatives, office improvements, and user experience enhancements
Ensure all technology services at the site operate reliably and meet service expectations
Own ServiceNow reporting, including building dashboards and interpreting data to identify trends, risks, and opportunities
Drive performance against KPIs and SLAs, ensuring service quality meets or exceeds expectations
Perform regular ticket quality audits and hold managed service providers accountable for delivery excellence
Track and drive resolution of recurring issues through structured follow-up and trend analysis
Establish, document, and improve operational processes, standards, and runbooks
Provide advanced troubleshooting across endpoints, including Windows and Apple devices, mobile platforms, and core enterprise applications
Support virtual desktop environments such as Azure Virtual Desktop, Windows 365, AWS WorkSpaces, and other VDI platforms
Maintain strong hands-on experience with Microsoft Intune, SCCM, and Windows Autopilot
Own executive device lifecycle management, including provisioning, configuration, maintenance, refresh, and retirement
Ensure devices meet security, compliance, and performance standards
Apply a security-first mindset when supporting executives, including privileged access considerations and secure configurations
Partner with Security and Infrastructure teams to ensure executive environments align with enterprise policies
Identify and escalate risks proactively, particularly in high-visibility or sensitive scenarios
Partner with stakeholders to plan and execute workplace technology rollouts, including communications, documentation, and user enablement
Support and drive adoption of modern digital workplace capabilities, including automation and AI-enabled tools
Identify opportunities to improve the executive and end-user experience through standardization and innovation
Stay current on emerging technologies and recommend improvements aligned with business needs
Qualifications

Experience:
10+ years of IT experience, with at least 5 years focused on executive support, end-user computing, or digital workplace environments
Proven experience supporting C-suite executives in a white-glove support model
Experience owning or leading technology operations for office locations or site environments
Demonstrated experience operating in high-pressure, high-visibility environments
Technical Skills:
Strong experience with Microsoft 365, including endpoint management (Intune, SCCM, Autopilot)
Hands-on experience supporting virtual desktop platforms such as Azure Virtual Desktop, Windows 365, and AWS WorkSpaces
Broad experience across Windows, macOS, iOS, Android, and enterprise collaboration tools
Experience with ITSM platforms such as ServiceNow, including reporting and operational metrics
Solid understanding of identity and access management concepts (Active Directory / Entra ID)
Professional Skills:
Exceptional customer service skills with the ability to build trust with senior executives and stakeholders
Strong communication skills with the ability to translate technical concepts into plain language
Ability to operate independently and make sound decisions under pressure
Strong organizational skills with the ability to manage multiple priorities and deliver consistently high-quality outcomes
High degree of professionalism, discretion, and attention to detail
Preferred:
Experience leading or mentoring executive support or deskside teams
Background in service management, KPI tracking, and continuous improvement practices
Familiarity with tools such as Nexthink or digital experience monitoring platforms
ITIL or Lean Six Sigma experience
Reporting Relationship:
Reports to the Head of End User Support within Digital Workplace / Workplace Technology.
Salary Range:
$82,770.00 - $135,975.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.