Executive Support Service Lead

General Dynamics IT; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

401K match

Health benefits

Mobility program

Career growth

Cutting-edge tech

Job summary

General Dynamics IT is seeking an Executive Support Service Lead to oversee an executive support team handling onsite and remote troubleshooting in a high-volume environment. The role requires leading large enterprise teams, strong analytical and communication skills, and program management experience including budgeting and staffing.

The candidate will manage day-to-day activities, ensure use of proper tools for issue tracking, and maintain a productive work environment while addressing

Qualifications

• Minimum of 10 years of experience performing IT hardware asset management functions and responsibilities in a large enterprise.
• ITIL v4 foundations certification and ITIL intermediate (Managing Professional, Strategic Leader or Practice Manager) required
• HDI certificate is a plus
• Bachelor's Degree in Information Technology, Business Administration, or a related field

Responsibilities

• Lead executive support team across multiple locations with coaching and training.
• Oversee devices and asset lifecycle management across US operations.
• Analyze data to identify trends, optimize spending and report asset status.
• Ensure contractual SLAs are met and drive service improvements.
• Plan, prioritize and schedule desk side and executive support activities.

Skills

Customer Experience

Problem Resolution

ITIL Certifications

Education

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

Tools

HDI Certificate

Job description

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: BI Full 6C (T4)

Job Family: Technical Support Services

Job Qualifications: Skills: Customer Experience (CX), Problem Resolution, Technical Support Certifications: None Experience: 10 + years of related experience U.S. Citizenship Required: Yes

Job Description:

We are currently seeking an Executive Support Service Lead who will provide oversight of Executive Support Team who perform onsite and remote troubleshooting, in a high volume, fast-paced environment. Qualified candidates will have experience running large enterprise level teams across multiple locations, very strong analytical and problem-solving skills, as well as excellent written and verbal communication skills. The successful candidate will also have experience in program management activities such as budget and forecasting analysis, staffing and performance management, service improvement, and quality.

This role will manage the day-to-day work activities of the team, including timelines, customer experience, and relationship management, and prioritizing and allocating workflow. The Executive Support Team Lead will ensure the executive support staff uses the required tools and software to identify, document, track and resolve reported problems. The successful candidate will also provide a productive and motivating working environment and address any issues/disputes from customers or clients.

HOW YOU WILL MAKE AN IMPACT

• Managing customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training.
• Managing teams supporting devices including desktops, laptops, printers, peripherals, and mobile devices (including tablets) across U.S.
• Strong understanding of IT asset lifecycle management and software license management is crucial.
• Strong organizational and project management skills to handle complex asset lifecycle tasks
• Ability to analyze data to identify trends, optimize spending, and report on asset status
• Proficiency with IT asset management software, inventory management, and data analysis tools like Microsoft Excel.
• Excellent communication skills with the ability to present both high level and detailed tactical solutions to customers
• Extremely detail oriented and able to monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution.
• Lead coordination efforts with customer for oversight in ensuring the Customer Service expectations and vision is always delivered
• Developing the standard for field technicians and customer satisfaction metrics to improve service levels
• Responsible to ensure contractual SLAs are met
• Assessing training needs and spearheading the development of training programs
• Update and oversee technical and training documentation updates as needed including problem resolution and base configurations
• Plan, prioritize, and schedule, desk side support, and executive support activities to ensure continuity of service.
• Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service.
• Analyze desk side, and executive support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
• Ensure that staff use and maintain problem management databases so the activities and performance can be monitored.
• Evaluate and implement efficiencies for Client services Team
• Manage and/or support special projects

REQUIRED QUALIFICATIONS

• Minimum of 10 years of experience performing IT hardware asset management functions and responsibilities in a large enterprise.
• Bachelor's Degree in Information Technology, Business Administration, or a related field
• 10+ years of experience
• ITIL v4 foundations certification and ITIL intermediate (Managing Professional, Strategic Leader or Practice Manager) required
• HDI certificate is a plus

Location : Onsite in Arlington, VA. Candidate must reside within the DC/MD/Northern VA area.

U.S. Citizenship and a background investigation are required; you must have a current clean financial background. The role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed. Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional scientific growth opportunities, including journal subscriptions, conference attendance, and supporting publication journey
• Cutting-edge technology you can learn from
• Rest a