Senior IT Specialist, Executive Technology

Role Overview & Executive Impact

Serving as the West Coast anchor for MongoDB's Global VIP Support, this position acts as the “single-threaded DRI” for the technology needs of E-Staff — the CEO's direct reports — in the US Pacific time zone. You hold end-to-end accountability for their digital journey, from two weeks before Day 1 through daily operations, high-stakes events, global travel, and eventual offboarding, ensuring a seamless experience without handoff friction.

The population you support is intentionally scoped and governed by HR and the Office of the CEO, not by IT — this is Phase 1 of a model designed to extend, tier by tier, to SVP+, then VP+, and ultimately the full Senior Leadership Team. The standards, runbooks, and judgment you establish now become the template each later phase reuses.

This role prioritizes proactive engagement over traditional ticketing. By monitoring system health and resolving issues before they impact the executive, you act as a protective barrier for critical workflows. You combine high-level IT proficiency with AV expertise to lead high-stakes events and Board meetings, while also empowering the Executive Assistant community through specialized technical training.

Key Responsibilities

Everything in this role is confidential and governed by the company NDA. You will regularly handle material non-public information, executive personal data, and sensitive business context.

1. Single-DRI Ownership & Proactive Engagement

• Maintain full accountability for the digital experience as primary Directly Responsible Individual (DRI) for designated executives in the US West/NORAM region, providing global assistance as needed.
• Cultivate and manage key partnerships throughout the executive support circle, including leaders, Executive Assistants, the Chief of Staff, and Customer Advocacy/Office of the CEO teams.
• Run regular check-ins on pain points, preferences, and upcoming needs; maintain each executive's event and travel calendar.
• Keep projects updated with transparent status reporting and monitor weekly KPIs (MTTR, FTTR, CSAT).

2. Pre-Day-1 Onboarding & Provisioning (DRI-owned)

• Pick up executive DRI assignments immediately upon Recruiting/HR notification.
• Connect with EAs / Chiefs of Staff two weeks prior to Day 1 to capture preferences and align on needs.
• Ensure all hardware is fully configured and delivered three business days before the start date, with all essential applications assigned prior to Day 1.
• Implement supplementary title-masking and profile-concealment measures for confidential onboardings.

3. White-Glove Incident Response & Escalation

• Carry a monitored cell phone for urgent issues affecting the CEO and top executives, bypassing the standard ticket queue.
• Participate in the global VIP after-hours/weekend PagerDuty rotation.
• Coordinate 24/7 handoffs (APAC → EMEA → AMERICAS) and transfer non-VIP elements to regional L2/IT with thorough diagnostic notes.

4. Proactive Care, Stability & Event / All Hands Support

• Conduct continuous health checks across executive laptops, backup/mobile devices, and conferencing tools.
• Own technical prep for West Coast Board meetings, earnings calls, All Hands, and customer keynotes in partnership with Internal Comms and AV teams.
• Support room setups (Zoom Rooms, Teams rooms, DSPs, control systems, microphones, cameras).
• Oversee redundant mobile setups, travel kits, and regional depot/loaner inventory for same-day hardware replacement.

5. Operating Rigor & Communication Discipline

• Maintain structured ticketing workflows in Jira with defined scope and clear definitions of done.
• Scope issues and documentation before escalating; communicate action-forward updates to senior stakeholders.

Requirements

• 5+ years in IT end-user support, service desk, or field support; 2+ years supporting senior leaders, executives, or VIP stakeholders.
• Experience in a high-growth SaaS, technology, or financial environment supporting senior leadership.
• Familiarity with Okta, JAMF, Meraki, Confluence, Jira, Slack, and monitoring/alerting tooling (PagerDuty, Utelogy, Zoom dashboards).
• Experience partnering with AV Engineering, Workplace/Facilities, Internal Comms, and InfoSec to deliver live events and executive protection.
• Hands-on experience with AI agent-assist tooling, virtual agents, or DEX platforms, with comfort doing light scripting (Python, PowerShell, or workflow tools) to reduce repetitive tasks.
• Proven ability to operate in an environment without established runbooks and build playbooks in parallel with live operations.