IT Concierge Lead

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Position Summary

Crisis24 is seeking an experienced IT Concierge Lead to join our elite team dedicated to providing exceptional service to high-net worth clients. The ideal candidate will have 10 years of experience in IT support, with a proven track record of serving VIP customers. This role demands superior customer service skills, meticulous attention to detail, and a proactive approach to client interactions. Experience building a technical support team with technology and processes.

Responsibilities

* Technical Support: Provide high-level technical support to high-net worth clients, ensuring prompt resolution of all IT-related issues.
* Customer Service: Maintain a superior customer service mindset, delivering personalized and attentive service to each client.
* Incident Management: Effectively manage and resolve incidents, ensuring minimal disruption to clients' activities.
* Technology Solutions: Advise clients on the best technology solutions to meet their specific needs, ensuring optimal performance and security.
* Documentation: Maintain detailed and accurate records of support requests, solutions provided, and client interactions.
* Build support team: people, processes, and systems.

Requirements

* Experience: 10 years of experience in IT support, with a focus on serving high-net worth or VIP clients.
* Customer Service: Demonstrated ability to deliver exceptional customer service, with a keen attention to detail and a client-first attitude.
* Technical Skills: Proficiency in a wide range of IT systems, software, and hardware.
* Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
* Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and develop effective solutions.
* Professionalism: High level of professionalism, discretion, and confidentiality in all client interactions.
Preferred Qualifications
* Certification in relevant IT fields (e.g., CompTIA A+, ITIL, Microsoft Certified Professional).
* Previous experience in a VIP service environment.
* Experience building a technical support team with technology and processes.
* Knowledge of cybersecurity best practices and solutions.

Other Duties

Periodically, act as Response Duty Officer, responding out-of-hours calls to client requirements

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

• Annapolis, MD, USA