Executive Support Lead: IT Asset & Service Excellence

General Dynamics Information Technology; Arlington (VA); On-site; USD 84,000 - 114,000; Full time

Benefits offered by this job

401K with company match

Health and wellness packages

Internal mobility program

Professional growth opportunities

Job summary

General Dynamics Information Technology is seeking an Executive Support Service Lead to oversee an executive support team performing onsite and remote troubleshooting in a fast-paced environment. The role requires managing large, enterprise-level teams across locations, strong analytical and communication skills, and experience with budget, forecasting, and performance management.

You will guide staff, ensure tools and processes for problem resolution, and maintain high customer satisfaction

Qualifications

• Bachelor’s degree in IT, business administration, or a related field.
• ITIL v4 foundations certification and ITIL intermediate required.
• HDI certificate is a plus.
• U.S. citizenship is required.
• Minimum of 10 years of IT hardware asset management experience in a large enterprise.

Responsibilities

• Manage customer service professionals directly and/or through subordinate managers or supervisors with leadership and training.
• Oversee teams supporting devices including desktops, laptops, printers, peripherals, and mobile devices across the U.S.
• Understand IT asset lifecycle management and software license management.
• Plan, prioritize, and schedule desk side and executive support activities to ensure continuity of service.
• Analyze data to identify trends, optimize spending, and report on asset status.
• Lead, direct, evaluate, and develop staff to ensure timely service.
• Ensure adherence to contractual SLAs and quality metrics.
• Update technical and training documentation as needed.
• Coordinate with customers to ensure expected service outcomes are delivered.

Skills

Customer Experience (CX)

Problem Resolution

Technical Support

Experience: 10+ years

US Citizenship

Education

Bachelor’s Degree in Information Technology, Business Administration, or a related field

Job description

General Dynamics Information Technology is seeking an Executive Support Service Lead to oversee an executive support team performing onsite and remote troubleshooting in a fast-paced environment. The role requires managing large, enterprise-level teams across locations, strong analytical and communication skills, and experience with budget, forecasting, and performance management.

You will guide staff, ensure tools and processes for problem resolution, and maintain high customer satisfaction