IT Executive Support Lead — Enterprise Services

General Dynamics Information Technology (GDIT); 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 team

Scientific growth opportunities

Cutting-edge technology

Paid vacation and holidays

Job summary

General Dynamics Information Technology (GDIT) in Arlington, VA, seeks an Executive Support Service Lead to oversee a fast-paced executive support team, managing onsite and remote troubleshooting across locations. You will drive performance, forecast staffing, and manage budgets while ensuring customer experience and SLA adherence.

The role requires a bachelor’s degree, 10+ years in IT asset management, ITIL 4/HDI credentials, and strong leadership.

Qualifications

• Bachelor’s Degree in Information Technology, Business Administration, or a related field.
• 10+ years of experience performing IT hardware asset management in a large enterprise.
• ITIL 4 Foundation and a current HDI certification are required by the customer.

Responsibilities

• Manage customer service professionals and provide leadership, coaching, and training.
• Manage teams supporting devices (desktops, laptops, printers, peripherals, and mobile devices) across the U.S.
• Strong understanding of IT asset lifecycle management and software license management.
• Lead coordination with customers to ensure service expectations are delivered.
• Develop standards for field technicians and customer satisfaction metrics.
• Ensure contractual SLAs are met.
• Assess training needs and lead development of training programs.
• Update and oversee technical and training documentation updates as needed.
• Plan and schedule desk side and executive support activities to ensure continuity of service.
• Lead and develop staff to ensure timely and competent service.
• Analyze desk-side and executive support inquiries to identify recurring issues and improvements.
• Ensure staff use and maintain problem management databases.
• Evaluate and implement efficiencies for Client services Team
• Manage and/or support special projects

Skills

Customer Experience

Problem Resolution

Technical Support

Education

Bachelor's Degree in IT or related

Job description

General Dynamics Information Technology (GDIT) in Arlington, VA, seeks an Executive Support Service Lead to oversee a fast-paced executive support team, managing onsite and remote troubleshooting across locations. You will drive performance, forecast staffing, and manage budgets while ensuring customer experience and SLA adherence.

The role requires a bachelor’s degree, 10+ years in IT asset management, ITIL 4/HDI credentials, and strong leadership.