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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # URBN Executive IT Support Lead - **Company:** Urbn Inc. - **Location:** Philadelphia, PA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Collaborative Software, Systems Architecture, Gsuite, Google Meet - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3b488d1346d164ec ## About the Role Do you have experience in macOS support?, * A minimum of 5 years in IT support, with at least 2 years specifically focused on senior lead or executive-facing technical assistance. * Deep technical proficiency in macOS within a corporate ecosystem, encompassing configuration, advanced troubleshooting, and fleet management. * Extensive hands-on expertise with AV and collaboration platforms, specifically Zoom and Google Meet, including room system architecture and live event orchestration. * Demonstrated success in managing the escalation lifecycle and ensuring SLA compliance within a fast-paced ITSM environment. * Functional experience navigating and supporting Microsoft 365 and Google Workspace environments. * Strong interpersonal aptitude with a "customer-first" mindset and a polished, professional presence. * Maintains a composed and professional demeanor in high-pressure scenarios, with the ability to triage and resolve high-visibility incidents without disrupting executive workflows. * Demonstrates the business acumen and discretion necessary to navigate complex organizational dynamics and sensitive environments. * Expertly prioritizes and manages multiple concurrent objectives, transitioning between tasks with agility while maintaining a high standard of quality. * Exceptional communication skills, with the ability to translate complex technical specifications into clear, actionable information for non-technical stakeholders. * Strong interpersonal aptitude with a "customer-first" mindset and a polished, professional presence. * Proactive and self-directed approach, taking full ownership of issues from initial identification through to successful resolution. ## Description URBN is looking for an Executive IT Support Lead that will deliver high-touch, "white-glove" technical assistance to the senior leadership and executive teams at URBN, ensuring our most critical stakeholders have a seamless technology experience. In addition to direct support, this role acts as a primary escalation point for the Navy Yard support team, overseeing SLA compliance, incident management, and high-visibility corporate events. The successful candidate will demonstrate a composed demeanor in high-pressure scenarios, coupled with the business acumen and discretion necessary to navigate complex organizational dynamics. Role Responsibilities: * Act as the primary technical point of contact for URBN's senior leadership team, delivering proactive, "white-glove" IT support. * Anticipate and mitigate technical complications before they impact leadership, spanning hardware, software, mobile devices, and connectivity solutions. * Orchestrate and execute AV and technical requirements for high-visibility events, including town halls, board meetings, and executive off-sites via Zoom and Google Meet. * Manage the escalation lifecycle by triaging, prioritizing, and resolving high-impact incidents while maintaining stakeholder communication and internal team engagement. * Oversee and enforce SLA compliance within the support team, analyzing trends and implementing strategic improvements to minimize recurring incidents. * Collaborate with cross-functional IT departments to align on complex requests, projects, and deployments impacting the executive environment. ## Related Videos - [Qwik: Making sure that easy is same as performant](https://www.wearedevelopers.com/videos/605-qwik-making-sure-that-easy-is-same-as-performant) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Evolution of a hard-of-hearing person with technology](https://www.wearedevelopers.com/videos/2021-evolution-of-a-hard-of-hearing-person-with-technology) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting)