JOB SUMMARY
The Manager, Executive Support is a crucial, highly technical, hands-on, leadership position dedicated to delivering world-class, high-touch, and personalized technical support to the CEO and executive stakeholders at Marriott International Headquarters. This role combines direct support for the CEO’s office with direction for a team of executive support technicians, ensuring seamless technology experiences for executive-level customers. The ideal candidate demonstrates deep technical expertise, outstanding communication, and proven leadership skills to drive operational excellence in a fast-paced, high-impact environment.
In addition, this position will serve as an escalation point for all matters related to executive technical support, working collaboratively with service providers and Global Technology (GT) teams to develop and deliver services that effectively address the needs of the Marriott executive community. The manager will lead a team of highly skilled support professionals, setting high standards for responsiveness, professionalism, and problem-solving.They will also oversee staff development through continuous initiatives, regular metrics assessment, and the adoption of ITIL best practices and team development strategies designed to enhance efficiency, communication, and the overall customer experience.
This role requires flexibility to handle executive support needs that may arise outside of traditional business hours, and may require travel.
CANDIDATE PROFILE
Education and Experience
Required:
- Bachelor’s Degree in Information Technology or equivalent combination of education, technical training, or work/military experience.
- 5+ years of experience in executive or VIP technical support, with at least 2 years in team leadership or management preferred.
- 3+ years of IT management experience and demonstrated expertise supporting executive-level customers.
- Advanced understanding of enterprise IT environments (Windows, macOS, mobile, conferencing solutions, cybersecurity best practices).
- Exceptional troubleshooting skills and the ability to resolve complex issues under pressure.
- Strong leadership and team-building experience, including inspiring high performance and fostering a collaborative culture.
- Excellent verbal and written communication, capable of conveying technical information to non-technical audiences and C-suite executives.
- Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks.
- High degree of discretion, professionalism, and commitment to confidentiality.
- Industry certifications such as ITIL, HDI, or PMP are highly desirable.
Other Skills, Attributes and Experience:
- Technical depth and hands-on troubleshooting
- Leadership and team development
- Strategic thinking and proactive problem solving
- Exceptional customer service and interpersonal skills
- Professionalism and empathy in all interactions, with a customer-centered mindset.
- Adaptability and resilience in the face of changing priorities or unexpected challenges
- Keen attention to detail and commitment to quality
- Innovative thinking and a passion for continuous learning
- Integrity, discretion, and sound judgment when handling confidential information
- Professional demeanor and strong leadership skills
- Ability to manage stressful situations in a calm, courteous, and confident manner
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to utilize metrics and data to improve service quality and team performance
- Passion for IT and eagerness to stay current with changing technology practices
CORE WORK ACTIVITIES
Executive Support Operations:
- Serve as the direct technical advisor and primary technical point of contact for the CEO and executive leadership, providing swift, discreet resolution of complex technical issues across devices, platforms, and environments and ensuring a superior technology experience.
- Lead, mentor, and develop a team of executive desktop support technicians, including supervision, recruiting, scheduling, training, evaluation, and ongoing coaching.
- Collaborate with GT teams to coordinate rapid incident response, ensuring minimal disruption for issues affecting the executive community.
- Act as an escalation point for all executive technical matters, coordinating with business customers, service providers, and GT teams to exceed service expectations.
- Collaborate with GT teams to manage and track software deployments/upgrades, and anticipate technology needs for executives.
- Build strong relationships with executive assistants, security teams, and other stakeholders. Communicate proactively, providing updates, insights, and recommendations.
- Maintain rigorous confidentiality, professionalism, and sensitivity in all executive support interactions.
- Drive continuous improvement through analysis of support metrics, executive feedback, and the implementation of ITIL best practices and innovative solutions.
- Responsible for overall team development, including new-hire training, ongoing mentoring, and metrics-based performance management.
- Foster a culture of excellence, collaboration, and continuous learning within the team.
- Ensure on-call availability for executive support needs outside of standard business hours.
- Lead weekly team meetings to review initiatives, delivery state, and to identify areas requiring assistance
- Perform regular 1x1 meetings with team members to review current issues, provide assistance, and address concerns
Metrics and KPIs:
- Lead with data driven analysis and metrics
- Direct the team to respond to and record end user queries using the ServiceNow incident management system
- Establish metrics and reporting mechanisms to track team performance and customer satisfaction
- Perform metrics reporting in ServiceNow ITSM system and coaches team based on ticket data and survey feedback
- Maintain detailed records of issues, solutions, and communication for quality assurance and future reference
Stakeholder Engagement:
- Serve as the escalation point of contact for executive stakeholders regarding technical support matters
- Build strong relationships with executive customers to understand their unique needs and anticipate potential challenges
- Communicate proactively with stakeholders, providing updates, insights, and recommendations
Technical Expertise & Problem Solving:
- Maintain deep knowledge of the company’s technologies, platforms, and services
- Lead the troubleshooting and resolution of complex, high-impact technical issues
- Coordinate with product development and engineering teams to address recurring problems and implement preventative solutions
- Stay informed on industry trends and emerging technologies to advise executives on best practices and new opportunities
Quality Assurance & Continuous Improvement:
- Implement rigorous quality control processes to ensure technical support meets the highest standards
- Solicit feedback from executive clients and team members to identify areas for improvement
- Evaluate and refine support protocols, documentation, and knowledge bases
- Champion a culture of innovation and exceptional service throughout the team
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About UsMarriott International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marriott International and has not been reviewed or approved by Marriott International .
-
Retirement Support — Retirement programs include a 401(k) with a company match and related financial wellness resources seen as competitive. This support is complemented by savings tools that reinforce long-term financial security.
-
Healthcare Strength — Health coverage offers flexible medical plans, disability and life insurance, and access to mental health and wellness resources. Short-term disability and basic life coverage are described as included for many full-time hourly roles.
-
Wellbeing & Lifestyle Benefits — Travel and lifestyle perks include substantial hotel, food and beverage, spa, retail, and golf discounts for employees and families. Additional programs like tuition assistance and wellness initiatives reinforce non-cash value.
Marriott International Insights
Similar Jobs
What We Do
Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 7,500 properties in 30 leading hotel brands spanning 132 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/
