| Location | Washington, DC |
| Job Type | Full-time |
| Salary | $70,000–$79,181 Per Year |
The Product Management and VIP Support Specialist serves as the service owner for assigned technology products and provides proactive, high-touch technical support to University leadership and other designated VIP clients.
The position manages product planning, requirements, lifecycle, adoption, documentation, risk, vendor performance, service quality, and continuous improvement.
Working across technical and business teams, the specialist translates user needs into practical service improvements, communicates changes, coordinates incidents and implementations, and ensures assigned services are secure, reliable, supportable, and aligned with University priorities.
The projected salary range for this position, which represents the full range of anticipated compensation, is: $70,000 to $79,181 annually.
Responsibilities:I. Product and Service Management
• Serve as product or service owner for assigned technologies, including Google Workspace, Zoom, Qualtrics, voice and collaboration services, and other platforms assigned by leadership.
• Own and manage the University's Extron deployment, including platform standards, configuration, lifecycle planning, vendor coordination, documentation, support readiness, and
continuous service improvement.
• Gather, document, and prioritize requirements from users, stakeholders, support teams, and University leadership.
• Maintain product roadmaps, service documentation, configurations, licensing information, support models, dependencies, vendor contacts, and lifecycle plans.
• Plan and coordinate implementations, upgrades, releases, feature adoption, service transitions, and product retirement.
• Identify operational, security, continuity, support, and vendor risks and coordinate practical mitigation plans.
• Establish service goals and success measures. Use service data, customer feedback, adoption information, and industry practices to recommend improvements.
• Prepare clear status reports, briefings, and recommendations for leadership and stakeholders.
• Coordinate incidents, requests, and escalations so assigned services meet established service levels and performance goals.
• Create and maintain user guides, knowledge articles, training materials, internal procedures, and escalation documentation.
II. VIP and Executive Support
• Provide responsive, discreet, and high-touch technical support to designated VIP clients.
• Maintain regular contact with VIP clients, anticipate technology needs, and coordinate support for device refreshes, account and access changes, meetings, events, travel, and remote work.
• Troubleshoot client computers, peripherals, mobile devices, collaboration tools, network and remote access, identity, and multifactor authentication issues.
• Coordinate with internal technical teams, vendors, and service providers; manage escalations and communicate status through resolution.
• Protect confidential information and follow University privacy, security, and acceptable-use requirements.
• Build trusted relationships that improve communication between User Services and the VIP community.
III. Collaboration, Communication, and Vendor Management
• Work within established IT service management practices, including incident, service request, problem, change, knowledge, and service-level management.
• Build effective working relationships with team members, managers, customers, vendors, contractors, and affected departments.
• Communicate outages, changes, releases, service expectations, risks, and product information clearly to technical and nontechnical audiences.
• Coordinate with vendors and managed service providers to ensure timely delivery, service quality, issue resolution, and completion of planned enhancements.
• Facilitate requirements discussions, product meetings, decisions, and resolution of conflicts or competing priorities.
• Ensure solutions consider accessibility, information security, privacy, supportability, and the operational needs of the University.
IV. Team Leadership and Continuous Improvement
• Lead product teams, service improvement efforts, and technology implementations as assigned.
• Serve as the Service Desk team leader in the absence of other Service Desk leadership, coordinating daily operations, assigning and prioritizing work, managing escalations, and
maintaining service continuity.
• Delegate and coordinate work, monitor milestones, remove obstacles, and verify that completed work meets requirements.
• Mentor peers and team members, share knowledge, and promote accurate and current documentation.
• Analyze support trends, recurring issues, service performance, and customer feedback to recommend process and service improvements.
• Maintain current knowledge of the University technology environment, policies, procedures, and emerging technologies relevant to assigned services.
• Work independently within established policies, exercise sound judgment, and promptly raise significant risks, delays, or controversial findings to the supervisor.
Education Requirement: Bachelor's Degree with:
-Three years of progressively responsible experience providing customer-facing IT technical support, product or service
management, or related technology services.
-Experience supporting executives, senior leaders, or other high-profile clients is preferred.
-Experience coordinating projects, vendors, contractors, or cross-functional teams is preferred.
Technical Qualifications or Specialized Certification:
A relevant technical, IT service management, product management, or project management certification is preferred.
Knowledge of the following is required:
• IT concepts, principles, troubleshooting methods, and product or service lifecycle practices
• IT service management practices, including incident, request, problem, change, knowledge, and service-level management
• Microsoft Windows 11 and current supported versions of Apple macOS
• Google Workspace and Microsoft 365 applications, especially Word, Excel, and PowerPoint
• Web browsers, cloud applications, and common collaboration technologies
• TCP/IP, local area networking, Wi-Fi, VPN, and client remote-access principles
• Mobile device provisioning, configuration, and support for current iOS and Android devices
• Identity and access concepts, including Active Directory, Microsoft Entra ID, single sign-on, and multifactor authentication such as Duo
• Endpoint provisioning, application deployment, device management, patching, and lifecycle practices
• Client computer, peripheral, operating system, device-driver, network connectivity, and performance troubleshooting
• Endpoint security practices, including centralized policy management, permissions, encryption, and secure handling of University data
• Technical documentation, knowledge management, user training, service reporting, and data analysis
Demonstrated experience with the following is desired:
• Cloud-based enterprise collaboration and productivity services, especially Google Workspace, Zoom, Qualtrics, and voice or unified communications platforms
• Windows 11 installation, configuration, troubleshooting, and deployment in Active Directory and Microsoft Entra ID environments
• Current supported versions of macOS, including installation, configuration, troubleshooting, and deployment
• Remote support of client computers, mobile devices, peripherals, network connectivity, and secure remote access
• Product adoption, lifecycle planning, vendor coordination, licensing, service communications, and customer training. Knowledge of or experience with the following technologies is a plus:
• Microsoft Intune, Windows Autopilot, Microsoft Configuration Manager, Group Policy, or comparable endpoint management and deployment tools
• Microsoft Entra ID, Microsoft Active Directory, and Duo Security
• Microsoft Windows Server file and print services
• Enterprise service desk software
• Oracle PeopleSoft
• Brightspace LMS
• YuJa Capture
Other Knowledge, Skills and Abilities Needed:
• Professional, courteous, and service-oriented approach when working with people at all levels of the organization
• Discretion, sound judgment, and attention to detail when supporting VIP clients and handling confidential information
• Ability to de-escalate difficult situations and communicate calmly with distressed or frustrated customers
• Excellent verbal and written communication skills, including the ability to explain technical issues to nontechnical audiences
• Strong analytical and problem-solving skills, including the ability to connect information from different technical and business areas
• Strong organizational skills and the ability to prioritize work, coordinate multiple assignments, and maintain progress on deadlines
• Ability to learn new technologies, processes, and services quickly
• Ability to work independently and collaboratively, lead through influence, and contribute positively to a team environment
• Commitment to accessibility, information security, privacy, documentation, and continuous service improvement