Snr. Manager, Global Executive Support

At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together. We’re proud to be leading a healthcare revolution, and we’re looking for people who can help us deliver on our ambition.

Role Overview The Snr. Manager, Global Executive Support leads the technology support experience for GSK’s most senior leaders. The role runs a globally distributed team of Global Executive Support Analysts, sets the standard for what executive support looks like, and makes that standard consistent across regions and time zones.

Executive support today depends too heavily on individuals, and this role exists to change that. It builds a repeatable service with defined coverage, escalation and onboarding, so the quality of an executive’s technology experience does not depend on who happens to be available. It works closely with the Experience Platform, EUC and Productivity & Collaboration teams, and with the executive assistants who are often the first to know when something is wrong.

In this role you will

• Lead the global team of Executive Support Analysts across regions, setting expectations, coverage and ways of working, and developing the capability of the team.
• Define and maintain the executive support service, covering who is in scope, what is provided, response and escalation expectations, and out of hours and travel coverage.
• Replace individual dependency with a repeatable service, documenting the support model so that quality does not vary with who is on shift.
• Own the onboarding experience for new senior leaders, covering device setup, collaboration tooling, adoption of new capability and the first weeks of support.
• Act as the senior escalation point for executive technology issues, taking ownership through to resolution regardless of which team holds the fix.
• Work proactively to prevent issues, using device health, experience scores and telemetry to identify and resolve problems before an executive notices them.
• Build executive fluency in workplace and AI tooling, running enablement so that leaders get value from the capability GSK provides rather than relying on specialists to step in.
• Coordinate technology support for board meetings, leadership events and executive travel, working with events, facilities and site teams.
• Represent the executive perspective to the EUC, Productivity & Collaboration and Experience Platform teams, so that recurring issues are fixed at source and not repeatedly worked around.
• Maintain the relationship with executive assistants and leadership offices, who are frequently the first point of contact when something goes wrong.
• Measure and report on executive experience, using both service data and direct feedback, and act on what it shows.
• Handle executive technology matters with the discretion the role requires, including where issues touch confidential material.

Why you? Basic Qualifications :

We are looking for professionals with these required skills to achieve our goals:

• Bachelor’s or Master’s degree in Information Technology, Business, or a related field, or equivalent experience.
• Considerable experience in technology support, service management or digital workplace roles, including experience leading a Global team.
• Proven experience supporting executive or high-profile users, with an understanding of the expectations and discretion that requires.
• Experience leading a distributed team across regions and time zones.
• Experience designing a support model rather than only operating one, including coverage, escalation and onboarding.
• Experience using device health, experience scores or telemetry to resolve issues proactively.
• Experience running enablement or adoption activity for senior audiences, including collaboration and AI tooling.
• Deep practical knowledge of workplace devices, collaboration platforms and the failure modes that disrupt a meeting or a trip.
• Experience working with managed service partners providing part of a support capability.

Preferred Skills :

If you have the following characteristics, it would be a plus:

• Microsoft Endpoint & Mac Certifications,
• ITIL or Service Management Qualification, ITIL or equivalent service management certification.
• Automation & AI Tooling Experience, familiarity with automation and AI-assi…