IT Executive Support Service Lead

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

Req ID: RQ229458

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

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

Job Family: Technical Support Services

Skills:

Customer Experience (CX),Problem Resolution,Technical Support

Certifications:

ITIL 4 Foundation | PeopleCert - PeopleCert

Experience:

10 + years of related experience

US 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

• Bachelor’s Degree in Information Technology, Business Administration, or a related field is required.
• 10+ years of experience performing IT hardware asset management functions and responsibilities in a large enterprise as outlined above.
• ITIL 4 or ITIL 5 Managing Professional or Strategic Leader and a current HDI certification are required by the customer.
• 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 and recharge with paid vacation and holidays

The likely salary range for this position is $83,927 - $113,549. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans