Job Details

Role: Deskside Support (VIP/White Glove)

Location: South San Francisco, CA 94080

Hire-type: Contract

Job Description:

• Demonstrate strong accountability and ownership, seeing issues through to resolution and proactively communicating status, risks, and next steps.
• Possess excellent soft skills, including the ability to interact professionally and confidently with executives and senior leadership in a white-glove support model.
• Have prior experience delivering executive-facing or VIP IT support, with a focus on discretion, responsiveness, and high customer satisfaction.
• Exhibit solid technical capability across core enterprise IT domains (end-user computing, networking fundamentals, systems, and troubleshooting in a corporate environment).
• Act as a trusted on-site extension of central IT teams, coordinating effectively with remote engineers, vendors, and service providers as needed.
• Be available to respond to system or service outages impacting headquarters operations, including availability during nights and weekends when required.
• Follow established change management, security, and escalation procedures while maintaining a calm and professional presence during incidents.
• Provide clear documentation and post-incident summaries, including root cause, remediation steps, and recommendations for prevention.

IT Service Excellence Expectations

• Deliver a consistently high-quality support experience focused on professionalism, reliability, and end-user confidence, particularly for executives and business-critical staff.
• Emphasize first-time resolution where possible, while ensuring issues are handled correctly rather than prematurely closed.
• Communicate clearly and proactively with stakeholders, setting expectations around timelines, dependencies, and escalation paths.
• Maintain a customer-first mindset, balancing technical rigor with empathy, discretion, and responsiveness.
• Adhere to defined service levels, incident prioritization standards, and operational runbooks, especially for high-impact or executive-facing issues.
• Identify recurring issues or service gaps and proactively recommend improvements to reduce future incidents and improve service stability.
• Uphold security, compliance, and data protection standards in all on-site activities, particularly when supporting executives or handling sensitive systems.
• Represent KGS and PSL professionally on-site, reinforcing trust, credibility, and service excellence in every interaction.