Global Executive Support Leader—Proactive Tech Experience

GSK

Camden Town

On-site

GBP 110,000 - 140,000

Full time

6 days ago

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Job summary

GSK is seeking a Senior Manager, Global Executive Support to lead a globally distributed team of Executive Support Analysts, shaping a repeatable, high-quality technology support experience for the company's most senior leaders.

You will own onboarding, coverage, escalation, and proactive issue prevention, working with EUC, Productivity & Collaboration, and executive assistants to ensure consistent, confidential service across regions and time zones.

Qualifications

Bachelor's or Master's degree in Information Technology, Business, or a related field, or equivalent experience.
Considerable experience in technology support, service management or digital workplace roles, including experience leading a Global team.
Proven experience supporting executive or high-profile users, with an understanding of the expectations and discretion that requires.
Experience leading a distributed team across regions and time zones.
Experience designing a support model rather than only operating one, including coverage, escalation and onboarding.
Experience using device health, experience scores or telemetry to resolve issues proactively.
Experience running enablement or adoption activity for senior audiences, including collaboration and AI tooling.
Deep practical knowledge of workplace devices, collaboration platforms and the failure modes that disrupt a meeting or a trip.
Experience working with managed service partners providing part of a support capability.

Responsibilities

Lead the global team of Executive Support Analysts across regions, setting expectations, coverage and ways of working, and developing the capability of the team.
Define and maintain the executive support service, covering who is in scope, what is provided, response and escalation expectations, and out of hours and travel coverage.
Replace individual dependency with a repeatable service, documenting the support model so that quality does not vary with who is on shift.
Own the onboarding experience for new senior leaders, covering device setup, collaboration tooling, adoption of new capability and the first weeks of support.
Act as the senior escalation point for executive technology issues, taking ownership through to resolution regardless of which team holds the fix.
Work proactively to prevent issues, using device health, experience scores and telemetry to identify and resolve problems before an executive notices them.
Build executive fluency in workplace and AI tooling, running enablement so that leaders get value from the capability GSK provides rather than relying on specialists to step in.
Coordinate technology support for board meetings, leadership events and executive travel, working with events, facilities and site teams.
Represent the executive perspective to the EUC, Productivity & Collaboration and Experience Platform teams, so that recurring issues are fixed at source and not repeatedly worked around.
Maintain the relationship with executive assistants and leadership offices, who are frequently the first point of contact when something goes wrong.
Measure and report on executive experience, using both service data and direct feedback, and act on what it shows.
Handle executive technology matters with the discretion the role requires, including where issues touch confidential material.