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Manager, Executive Support - Full-time / Part-time

May 21, 2026

**Additional Information** **Job Number** 26033485 **Job Category** Information Technology **Location** Marriott International HQ, 7750 Wisconsin Ave, Bethesda, Maryland, United States, 20814 VIEW ON MAP (https://www.google.com/maps?q=Marriott%20International%20HQ%2C%207750%20Wisconsin%20Ave%2C%20Bethesda%2C%20Maryland%2C%20United%20States%2C%2020814) **Schedule** Full Time **Located Remotely?** N **Position Type** Management **Pay Range:** $96,000-$143,800 Annually **Bonus Eligible:** Y **JOB SUMMARY** The Manager, Executive Support is a crucial, highly technical, hands-on, leadership position dedicated to delivering world-class, high-touch, and personalized technical support to the CEO and executive stakeholders at Marriott International Headquarters. This role combines direct support for the CEO’s office with direction for a team of executive support technicians, ensuring seamless technology experiences for executive-level customers. The ideal candidate demonstrates deep technical expertise, outstanding communication, and proven leadership skills to drive operational excellence in a fast-paced, high-impact environment. In addition, this position will serve as an escalation point for all matters related to executive technical support, working collaboratively with service providers and Global Technology (GT) teams to develop and deliver services that effectively address the needs of the Marriott executive community. The manager will lead a team of highly skilled support professionals, setting high standards for responsiveness, professionalism, and problem-solving.They will also oversee staff development through continuous initiatives, regular metrics assessment, and the adoption of ITIL best practices and team development strategies designed to enhance efficiency, communication, and the overall customer experience. This role requires flexibility to handle executive support needs that may arise outside of traditional business hours, and may require travel. **CANDIDATE PROFILE** **Education and Experience** **Required:** + Bachelor’s Degree in Information Technology or equivalent combination of education, technical training, or work/military experience. + 5+ years of experience in executive or VIP technical support, with at least 2 years in team leadership or management preferred. + 3+ years of IT management experience and demonstrated expertise supporting executive-level customers. + Advanced understanding of enterprise IT environments (Windows, macOS, mobile, conferencing solutions, cybersecurity best practices). + Exceptional troubleshooting skills and the ability to resolve complex issues under pressure. + Strong leadership and team-building experience, including inspiring high performance and fostering a collaborative culture. + Excellent verbal and written communication, capable of conveying technical information to non-technical audiences and C-suite executives. + Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks. + High degree of discretion, professionalism, and commitment to confidentiality. + Industry certifications such as ITIL, HDI, or PMP are highly desirable. **Other Skills, Attributes and Experience:** + Technical depth and hands-on troubleshooting + Leadership and team development + Strategic thinking and proactive problem solving + Exceptional customer service and interpersonal skills + Professionalism and empathy in all interactions, with a customer-centered mindset. + Adaptability and resilience in the face of changing priorities or unexpected challenges + Keen attention to detail and commitment to quality + Innovative thinking and a passion for continuous learning + Integrity, discretion, and sound judgment when handling confidential information + Professional demeanor and strong leadership skills + Ability to manage stressful situations in a calm, courteous, and confident manner + Proven ability to effectively prioritize and execute tasks in a high-pressure environment + Ability to utilize metrics and data to improve service quality and team performance + Passion for IT and eagerness to stay current with changing technology practices **CORE WORK ACTIVITIES** **Executive Support Operations:** + Serve as the direct technical advisor and primary technical point of contact for the CEO and executive leadership, providing swift, discreet resolution of complex technical issues across devices, platforms, and environments and ensuring a superior technology experience. + Lead, mentor, and develop a team of executive desktop support technicians, including supervision, recruiting, scheduling, training, evaluation, and ongoing coaching. + Collaborate with GT teams to coordinate rapid incident response, ensuring minimal disruption for issues affecting the executive community. + Act as an escalation point for all executive technical matters, coordinating with business customers, service providers, and GT teams to exceed service expectations. + Collaborate with GT teams to manage and track software deployments/upgrades, and anticipate technology needs for executives. + Build strong relationships with executive assistants, security teams, and other stakeholders. Communicate proactively, providing updates, insights, and recommendations. + Maintain rigorous confidentiality, professionalism, and sensitivity in all executive support interactions. + Drive continuous improvement through analysis of support metrics, executive feedback, and the implementation of ITIL best practices and innovative solutions. + Responsible for overall team development, including new-hire training, ongoing mentoring, and metrics-based performance management. + Foster a culture of excellence, collaboration, and continuous learning within the team. + Ensure on-call availability for executive support needs outside of standard business hours. + Lead weekly team meetings to review initiatives, delivery state, and to identify areas requiring assistance + Perform regular 1x1 meetings with team members to review current issues, provide assistance, and address concerns **Metrics and KPIs:** + Lead with data driven analysis and metrics + Direct the team to respond to and record end user queries using the ServiceNow incident management system + Establish metrics and reporting mechanisms to track team performance and customer satisfaction + Perform metrics reporting in ServiceNow ITSM system and coaches team based on ticket data and survey feedback + Maintain detailed records of issues, solutions, and communication for quality assurance and future reference **Stakeholder Engagement:** + Serve as the escalation point of contact for executive stakeholders regarding technical support matters + Build strong relationships with executive customers to understand their unique needs and anticipate potential challenges + Communicate proactively with stakeholders, providing updates, insights, and recommendations **Technical Expertise & Problem Solving:** + Maintain deep knowledge of the company’s technologies, platforms, and services + Lead the troubleshooting and resolution of complex, high-impact technical issues + Coordinate with product development and engineering teams to address recurring problems and implement preventative solutions + Stay informed on industry trends and emerging technologies to advise executives on best practices and new opportunities **Quality Assurance & Continuous Improvement:** + Implement rigorous quality control processes to ensure technical support meets the highest standards + Solicit feedback from executive clients and team members to identify areas for improvement + Evaluate and refine support protocols, documentation, and knowledge bases + Champion a culture of innovation and exceptional service throughout the team _At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._ All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here (https://life.marriott.com/wp-content/uploads/2025/09/benefitsoverviewp\_2025edits\_8.19.25.pdf) to learn more. Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance. **Washington Applicants Only** : Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...