Principal Technology Management Support

Keurig Dr Pepper (KDP) is looking for an Principal Technology Management Support, (Executive Support) End User Computing (EUC) who will be responsible for executing a Modern Digital Experience, and “Hands on” IT support for Executive Level employees. This position ensures that the delivery of end user services is optimized across the global helpdesk, desktop services, mobile support, and site-level IT support functions. This individual will work out of the Frisco, TX office and report to the Senior Manager, End User Computing.

Responsibilities:

• Provide On-call “White glove” support to named group of ~100 Executive level employees and administrative assistants for their company-issue laptop, mobile phone, iPad and conferencing needs
• Support Executive personnel working at the headquarters location and remotely when the Executive is offsite
• Assist in the delivery of key initiatives and projects related to support KDP’s Digital Ways of Working goals.
• Develop custom solutions for a variety of technical and collaboration issues faced by C-Level executives to reduce digital friction.
• Part of team of key analysts that look to automate standard issues and requests to support VIP employees
• Coordinate with other Executive Support Analysts and managers in U.S and Canada to deliver a consistent digital experience across audience of ~100 users
• Supervise various queues and local resources to ensure end to end completion of issues and requests
• Collaborate with EUC owners to confirm risk level, understand functionality, determine patterns, complexity, identify themes
• Execute on the delivery of future end user services and related technologies including applications, software, laptops, desktops, mobile phones, handhelds, Multifunction Printers and A/V equipment based on EUC strategy
• Ensure the voice of the customer is being heard by KDP’s service providers
• Put action plans in place to address systemic issues and improvement opportunities
• Oversee staff/consultant activities - team assignments, resource needs, standard operating procedures, and performance standards/reviews
• Provides training an awareness to the team of technical support staff responsible for delivery of Provide white glove IT support service like office setup and hardware preparation to new or current and visiting VIP/Executives to ensure a smooth experience ​
• Provide remote support to assist VIP members in need of technical assistance while traveling or working remotely ​
• Provide remote support to VIP members or their administrative team & understand the issues they are experiencing while working remotely ​
• Coordinate with various IT delivery teams to ensure that VIP requests that get logged into the service desk ticket system are flagged with an urgency raising attention to ensure that these requests are fulfilled in a timely manner ​
• Ensure video conferencing (VC) units are functional before any executive meetings and report it to appropriate teams if there are any issues. ​

• Salary range $86,000 - $130,000
• Actual placement within the compensation range may vary depending on experience, skills, and other factors
• Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
• Annual bonus based on performance and eligibility

• Strong business acumen, as well as strong analytical and strategic thinking
• Strong communication skills (verbal and written) at all levels of the organization from peer level all the way to C-level.
• 10+ years’ required experience working in support of deskside services with specific focus on supporting executives and their assistants
• Experience supporting Microsoft Desktops/Laptops, Apple technologies and devices, and network connectivity
• 10+ years experience working in supporting internal desktop systems, software, application training and overall incident ownership and management
• Experience with troubleshooting MS Teams, and other video conferencing technologies
• Relevant experience with a large global enterprise preferred
• At least one relevant industry certification to include MCSA, A+, Network+, Security +
• Experience with ServiceNow or similar ticketing and queue systems
• Experience in managing service desk, end user, systems, devices, applications, and services in a managed service environment
• Previous experience in an ITIL, ITSM, and ticket case management
• Experience in delivering end user services and related technologies specifically working with software as a service provider, support of Apple, Microsoft, and Android based laptops, desktops, handhelds, and mobile phones and support of A/V equipment.
• Basic understanding of networking, storage, hosting, security, cloud services
• Maintains broad knowledge of business / technical support function and working knowledge of other areas of IT for strategic planning, technology assessment and direction.

Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American refreshment beverage business holds leadership positions across carbonated soft drinks, water, juice and mixers with a portfolio of iconic brands such as Dr Pepper®, Canada Dry®, Mott’s®, A&W®, Peñafiel®, GHOST®, 7UP®, Snapple®, Clamato® and Core Hydration®. Our global coffee business spans more than 100 markets and includes the leading Keurig® single‑serve brewing system in the U.S. and Canada, along with powerhouse brands such as Peet’s, L’OR and Jacobs, and other regional coffee leaders. Our more than 50,000 employees aim to enhance the experience of every beverage and coffee occasion while making a positive impact for people, communities and the planet.

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We strive to be an employer of choice, providing a culture and opportunities that empower our team to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

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Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation and growth. Will you join us?

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Keurig Dr Pepper is an equal opportunity employer and recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law

A.I. Disclosure: 

KDP uses artificial intelligence to assist with initial resume screening and candidate matching. This technology helps us efficiently identify candidates whose qualifications align with our open roles.  AI does not make hiring decisions; all decisions throughout the hiring process are made by talent acquisition team members.  If you prefer not to have your application processed using artificial intelligence, you may opt out by emailing your resume and qualifications directly to kdpjobs@kdrp.com in lieu of clicking Apply. Please include the job title and location or Job ID # in the email subject line in order for your email application to be considered.