Executive IT Support: What is it?
As I near the 5-year mark for providing white-glove IT support to our executive teams here at LinkedIn, more often I’m being asked what it means to be an Executive Support Engineer…by engineers on other teams, by our wonderful Year Up interns, by my leadership–even myself. Assuming one can “bleep” the “bloops” with the best of them, what is it that differentiates Executive IT Support from other IT support teams?
Relationships Built on Trust
At the heart of effective Executive IT Support is a relationship anchored in trust and reliability. This relationship isn’t only technical expertise; it’s about being a dependable ally to the executive, and champion of their digital needs to other teams. Being seen as a trusted advisor is as much about the consistency and quality of the service I provide as it is about the empathy and understanding I bring to each interaction.
The Importance of Discretion
Discretion isn’t just a part of the job—it’s the foundation of trust. In my role, I’m often privy to sensitive information, from confidential business strategies to personal details of high-profile individuals. Upholding the highest standards of confidentiality is not just a commitment; it’s a sacred duty. The trust placed in me is both a privilege and a responsibility that guides the moves I make.
Anticipating Needs Before They Arise
A critical aspect of my job is the ability to anticipate the needs of executives before they themselves realize them. This foresight involves a deep understanding of their workflows, preferences, and sometimes even their calendar. It’s about staying one step ahead, ensuring that potential disruptions are addressed before they impact productivity. This proactive approach not only prevents snags but also solidifies value to the executive team.
Adaptability and Flexibility
The dynamic nature of executive roles demands an equally dynamic support team. The ability to adapt to sudden changes, urgent requests, and unique challenges is essential. This flexibility isn’t limited to problem-solving; it extends to availability and responsiveness. Being there for my executives when and wherever they need me is a cornerstone of my role, requiring a blend of dedication and adaptability that goes beyond the traditional 9-to-5. There have been times I’ve been out with friends, then that Teams ringtone chimes. Duty calls.
Strategic Communication
Communicating effectively with executives means more than just sharing information; it’s about how that information is conveyed. I’ve learned to adapt my communication style to fit each executive’s preferences, ensuring that my messages receive the attention they need. Whether it’s simplifying complex technical issues into digestible insights or choosing the right moment to discuss potential improvements, strategic communication is key to making informed decisions swiftly. For example, I’m not going to ping our CEO minutes before he hosts a company All Hands.
Empowering Executives Through Technology
My role isn’t to simply fix issues but to empower executives to leverage technology in ways that enhance their productivity. This involves being on the lookout for new tools or features that can improve efficiency. However, empowerment also means guiding executives through the benefits and functionalities of these technologies, enabling them to make the most of their devices.
Commitment to Improvement
Tech doesn’t sleep, and Executive Support can’t rest on its laurels. We embrace a philosophy of continuous improvement, informed by both self-reflection and external feedback–sometimes from the very executives we support. If you’re not learning, you’re losing. This dedication to growth alongside the evolution of the industry is one of the most important aspects of the role.
Conclusion
These are my observations over the last 5 years providing white-glove support to LinkedIn’s senior executives. As technology and business needs continue to evolve, so too will the nuances of this role. Executive IT Support demands adaptability, insight, and commitment–in addition to technical acumen. The stakes can be high, but there is no denying the positive impact of our work keeping executives productive, and businesses on track.