Snr. Manager, Global Executive Support

GSK; Camden Town; On-site; GBP 110,000 - 140,000; Full time

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.

Skills

Global team leadership

Executive support to C-suite

Discretion handling confidential data

Coach on Microsoft 365

Tech support / service management

Distributed teams across regions

Onboarding & escalation design

Telemetry-based issue resolution

Automation & AI tooling

MSP collaboration

Education

Bachelor's or Master's in IT or related field

Tools

Microsoft Endpoint & Mac Certifications

ITIL certification

Job description

The Snr. Manager, Global Executive Support leads the technology support experience for GSK's most senior leaders. The role runs a globally distributed team of Global Executive Support Analysts, sets the standard for what executive support looks like, and makes that standard consistent across regions and time zones. Executive support today depends too heavily on individuals, and this role exists to change that. It builds a repeatable service with defined coverage, escalation and onboarding, so the quality of an executive's technology experience does not depend on who happens to be available. It works closely with the Experience Platform, EUC and Productivity & Collaboration teams, and with the executive assistants who are often the first to know when something is wrong.

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.

Required Skills

• 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.

Preferred Skills

• Microsoft Endpoint & Mac Certifications.
• ITIL or Service Management Qualification, ITIL or equivalent service management certification.
• Automation & AI Tooling Experience, familiarity with automation and AI-assisted tooling for device diagnostics, remediation, and operational efficiency.
• Executive Support Exposure, extensive experience supporting C-suite leaders and working alongside executive support teams in high-visibility environments.
• Ability to coach c-suite on Microsoft 365 (Teams, SharePoint, OneDrive, Copilot etc) while also having a level of technical depth.

Other Job-Related Skills / Background

• Exceptional service instinct, able to anticipate what an executive needs before being asked.
• Calm and effective under pressure, particularly when a problem is visible and time critical.
• Discretion and sound judgement when handling confidential material and sensitive situations.
• Strong leadership skills, able to hold a consistent standard across a team working in different regions.
• Excellent communication, able to explain a technical issue to a non technical audience without condescension.
• Persistence in pursuing a fix through teams that do not report to the role.
• Cloud Infrastructure, Cybersecurity, Design Thinking, Financial Operations, Network Security.

At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together. We're proud to be leading a healthcare revolution, and we're looking for people who can help us deliver on our ambition.

Why GSK?

Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases - to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we're committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are. Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us at [e-mail] where you can also request a call. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a Recruitment FAQ guide. Click the Link where you will find answers to multiple questions we receive.