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Job Description

As a Lead Executive Support Analyst, you will deliver discreet, highly responsive technology support across executive devices, collaboration platforms, meeting technologies, and business-critical applications. You will be expected to anticipate needs, resolve issues quickly, communicate with professionalism, and maintain the highest standards of confidentiality, service excellence, and operational readiness.

This role plays a key part in strengthening the overall Executive IT Support experience by contributing to operational standards, documentation, escalation processes, service improvements, and proactive support practices.

Key responsibilities include:

• Provide elite, high-touch technical support to senior executives, executive assistants, and leadership teams.
• Troubleshoot and resolve hardware, software, mobile, connectivity, and collaboration issues across Windows, macOS, iOS, and Android platforms.
• Support Microsoft 365, Outlook, Teams, Exchange, OneDrive, SharePoint, and other enterprise productivity tools.
• Proactively monitor executive devices, services, and technology experiences to identify and resolve issues before they impact leadership.
• Test and validate executive meeting technologies before critical meetings, including AV setups, VIP conference calls, hybrid meeting rooms, conference room equipment, and Microsoft Teams Rooms.
• Support quarterly officer board meetings, town halls, leadership meetings, and other high-profile executive events.
• Coordinate with engineering teams and support partners to resolve complex or escalated issues.
• Maintain accurate documentation for executive devices, preferences, support history, known issues, and resolution procedures.
• Participate in executive onboarding, offboarding, device refreshes, travel technology preparation, mobile device support, and urgent escalation handling.
• Handle sensitive and confidential information with discretion, integrity, and sound judgment.
• Maintain a calm, polished, and executive-ready presence, especially during urgent or high-pressure situations.
• Support the Executive Support Manager with team operations, reporting, communications, scheduling, and service delivery oversight.
• Create, update, and contribute to SOPs, knowledge articles, service standards, and executive support playbooks.
• Identify service gaps, recommend improvements, and help drive a more proactive, consistent, and mature executive support model.

The ideal candidate brings a strong combination of technical expertise, executive presence, service discipline, and sound judgment. Executive support requires more than technical troubleshooting; it requires anticipation, discretion, ownership, responsiveness, and the ability to deliver a seamless experience in high-pressure environments.

The candidate must be comfortable working directly with senior leaders and their assistants, managing sensitive situations, and communicating clearly with both technical and non-technical stakeholders. This person should be dependable, prepared, proactive, and committed to continuously improving the executive support experience.

Desired experience:

• 4 years of desktop support, executive support, VIP support, or senior-level end-user support experience in a high-performance corporate environment.
• Proven experience supporting executives, executive assistants, or other high-visibility users in a high-touch support model.
• Experience supporting leadership meetings, board meetings, town halls, hybrid meetings, conference rooms, and executive events.
• Experience with executive onboarding, offboarding, device refreshes, travel readiness, mobile support, and urgent incident response.
• Strong understanding of ITSM practices, incident management, request fulfillment, escalation handling, and service documentation.
• Experience using ServiceNow or similar ITSM platforms.
• Familiarity with enterprise endpoint management, remote support tools, VPN, secure access, and device compliance practices.
• Experience partnering with engineering and support teams.
• Industry certifications such as CompTIA, Microsoft, Apple, HDI, ITIL, or similar credentials are preferred.

Technical skills:

• Strong expertise with Windows 11, macOS, iOS, Android, and enterprise mobile device support.
• Advanced troubleshooting skills for laptops, desktops, mobile devices, peripherals, printers, docking stations, displays, and conference room equipment.
• Strong working knowledge of Microsoft 365, Outlook, Exchange, Teams, OneDrive, SharePoint, and enterprise productivity applications.
• Experience with AV and video conferencing technologies, including Microsoft Teams Rooms, Crestron, Poly, conference phones, cameras, microphones, displays, and room control systems.
• Familiarity with MDM and endpoint management platforms such as Microsoft Intune, Workspace ONE, or similar tools.
• Working knowledge of endpoint protection, VPN, Zscaler, secure access tools, remote support platforms, and enterprise network connectivity.
• Ability to troubleshoot Wi-Fi, VPN, authentication, application access, mobile sync, audio/video, and meeting platform issues.
• Ability to document technical procedures, executive preferences, support histories, SOPs, and repeatable resolution steps.
• Ability to proactively identify patterns, recurring issues, and opportunities for service improvement.

Interpersonal and communication skills:

• Polished, professional, and composed when working directly with senior executives and executive assistants.
• Strong executive presence with the ability to remain calm, discreet, and effective under pressure.
• Exceptional verbal and written communication skills, with the ability to explain technical issues clearly and concisely.
• High emotional intelligence, sound judgment, and political acumen when navigating executive interactions.
• Strong active listening skills and the ability to quickly understand user needs, concerns, and urgency.
• Dependable, organized, and proactive, with strong follow-through and attention to detail.
• Collaborative approach to working with technical teams, business partners, and leadership stakeholders.
• Ability to prioritize competing demands, manage urgent issues, and maintain service quality in fast-paced environments.
• Demonstrated initiative in identifying service gaps, improving processes, and raising the standard of executive support.
• Strong commitment to confidentiality, professionalism, and trust.

End User Services - Technology Services - Lead Associate

109,000.00 - 142,000.00

JR2733

Qualifications

Active Directory (AD), Active Directory (AD), Amazon Web Services (AWS), Artificial Intelligence (AI), Atlassian JIRA, Authentication Management, Backup and Recovery (Software), Business Insight Skills, Business Process Management Skills, Calendar and Scheduling Tools, Cleaning and Transforming Data, Cloud Technology, Collaborating Cross-Functionally, Communicating in Technical Writing, Communicating Technical Information, Communication, Configuration Management (CM), Conflict Resolution, Coordination, Customer and Market Insights, Customer Relationship Management (CRM), CyberArk, Cybersecurity Analysis, Data Analysis, Data Analysis Interpretation {+ 60 more}

Education:

Bachelor's Level Degree (Required)

The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.

Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity/gender expression, marital or parental status, or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment, unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process, please complete this form.

The hiring range for this role is set forth below. Final salaries will generally vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being. See more here.

Requisition compensation:

109000

to

142000