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PLEASE REVIEW THE FOLLOWING JOB DESCRIPTION:

* This position is on-site 5 days a week in our Charlotte, NC location *
We are seeking a highly skilled and customer-focused Platinum IT Support Leader to join our team in Charlotte, NC. In this critical role, you will lead the platinum support team which provides premium desktop, mobile and application support specifically to our operating council. This position requires a proactive approach, exceptional technical acumen, and a discreet, professional demeanor.

REQUIRED QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Business or an Information Technology field or equivalent education or related training
• 8 years of advanced experience managing in an Information Technology environment
• 8 years of experience implementing and supporting large scale client server solutions
• Excellent written and verbal communication skills
• Demonstrated proficiency in learning and applying technical concepts
• Ability to successfully interact with senior management across all lines of business and negotiate complex technical issues
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to travel, occasionally overnight

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 10+ years of experience in desktop support, technical support, or a similar role, with a strong emphasis on supporting VIPs or executive-level users in a financial institution.
• Experience leading small to medium teams.
• Proven expertise in troubleshooting and supporting both Windows and macOS operating systems.
• Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, SharePoint).
• Strong understanding of mobile device management (MDM) concepts and troubleshooting (iOS.)
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues quickly and effectively.
• Exceptional communication (written and verbal), interpersonal, and customer service skills.
• Highly Professional and Discreet: Ability to maintain strict confidentiality and exercise a high level of discretion when interacting with executive leadership.
• Self-motivated, proactive, and able to work independently, as well as part of a team.
  General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Executive Desktop Support: Provide comprehensive, white-glove technical support for executive-level Windows and macOS laptops, desktops, mobile devices (iOS/Android), and associated peripherals.
• Software & Application Support: Install, configure, troubleshoot, and maintain executive software applications (e.g., Microsoft 365 suite, custom business applications, collaboration tools).
• Meeting & Event Support: Provide on-site technical assistance for executive meetings, presentations, and special events, ensuring seamless operation of all technology.
• Network Connectivity: Troubleshoot basic network issues (wired and wireless) impacting executive devices.
• Hardware Troubleshooting & Repair: Diagnose and resolve hardware issues, perform component replacements, and coordinate with vendors for repairs as needed.
• VIP Service: Provide prompt, discreet, and highly responsive support, often requiring immediate attention and problem resolution.
• Documentation: Maintain accurate records of support requests, resolutions, and executive asset inventory.
• Proactive Maintenance: Perform routine checks and maintenance to prevent issues and ensure optimal performance of executive technology.
• Collaboration: Work closely with other IT teams (e.g., Network, Systems, Security) to resolve complex issues and implement solutions.
• Training & Guidance: Provide clear and concise guidance to executives on technology usage and best practices.
• People Management: Manage a team of IT Support Specialists.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Business or an Information Technology field or equivalent education or related training
• 8 years of advanced experience managing in an Information Technology environment
• 8 years of experience implementing and supporting large scale client server solutions
• Excellent written and verbal communication skills
• Demonstrated proficiency in learning and applying technical concepts
• Ability to successfully interact with senior management across all lines of business and negotiate complex technical issues
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to travel, occasionally overnigh