Lead Analyst, Technology & Executive Services

Job description

Lead Analyst, Technology & Executive Services – Hybrid Charlotte, NC, United States Come build something that matters. It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®. The Job: As a Lead Analyst, Technology & Executive Services, you’ll be part of our Information Technology team working as a hybrid employee. You’ll get to: Provide proactive, high-touch support for C-suite leaders and Executive Committee members. Serve as the primary technical partner for mission-critical Charlotte office engagements and other executive events as required. Support executive meetings and events with stable AV, collaboration, endpoint, connectivity, and room technology performance. Travel as required to support executive meetings, CEO initiatives, and key stakeholder events. Troubleshoot complex hardware, software, mobile, telecommunications, connectivity, and AV issues with minimal disruption. Maintain endpoint readiness through PC health checks, patching coordination, backups, lifecycle management, and system updates. Support endpoint security, Active Directory, access permissions, mobile device security, and enterprise policy adherence. Coordinate executive technology initiatives, including device refreshes, workstation standards, mobile deployments, and special projects. Provide training and guidance to improve executive productivity and adoption of collaboration tools. Maintain process guides, runbooks, offboarding procedures, service standards, meeting records, and knowledge articles. Track support activity, incidents, meeting requests, and priorities using IT systems, dashboards, and reporting tools. Partner with IT, infrastructure, facilities, HR, AV teams, and vendors to resolve issues and improve support consistency. Recommend improvements in AV, endpoint, collaboration, and executive technology services. Apply continuous improvement practices, including Lean Six Sigma concepts, to strengthen service quality and efficiency. Maintain confidentiality, discretion, and sound judgment with sensitive executive and business information. The Person: You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: Undergraduate degree with 8–10 years of relevant experience, or graduate degree with 6–8 years; equivalent experience may be considered. Experience supporting senior executives in a high-touch, high-visibility technology environment. Preferred 1–3 years of leadership or functional guidance experience. Proficiency with Microsoft 365, Teams, Windows, iOS, macOS, SharePoint, ServiceNow, Active Directory, enterprise applications, MDM, imaging, and endpoint tools. Knowledge of Exchange, hybrid email, endpoint security, access management, device lifecycle, and enterprise IT operations. Experience supporting AV systems, executive meeting spaces, collaboration platforms, and in-person, hybrid, or remote events. Strong troubleshooting, prioritization, communication, and executive-facing service skills. Professionalism, discretion, integrity, and executive presence when handling sensitive information. Ability to work in an on-site critical support role with partial virtual or remote support as needed. Ability and willingness to travel for executive meetings, CEO initiatives, and key stakeholder events. Lean Six Sigma or related process improvement experience preferred. Key Competencies Executive presence, professionalism, and discretion Customer-centric service mindset Technical problem solving and incident resolution Mission-critical event and AV readiness Security awareness and access discipline Collaboration, communication, and knowledge sharing Agility, prioritization, and adaptability under pressure Process improvement and proactive innovation Success Measures Resolves executive technology issues quickly with minimal business disruption. Maintains high executive stakeholder satisfaction through responsive, professional support. Prepares and supports mission-critical meetings with stable AV, collaboration, endpoint, and connectivity performance. Keeps executive devices, systems, and meeting spaces secure, current, reliable, and ready. Maintains accurate documentation, dashboards, reporting, and support records. Improves executive productivity through training, guidance, and technology adoption support. Implements improvements that enhance service quality, efficiency, readiness, and scalability. The Details: You’ll receive a competitive salary and a great benefits plan, including: Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being. Discounts on Stanley Black & Decker tools and other partner programs. And More: We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to: Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. Learn: Have access to a wealth of learning resources, including our digital learning portal. Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences. Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices. What’s more, you’ll get that pride that comes from empowering makers, doers, protect