IT Executive Support Service Lead

General Dynamics Information Technology, Inc.; Arlington (VA); On-site; USD 83,000 - 114,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks an Executive Support Service Lead to oversee the Executive Support Team, providing onsite and remote troubleshooting in a high-volume environment across multiple locations.

Qualified candidates should have extensive IT asset management and program management experience, with strong leadership and communication skills. The role includes managing budgets, staffing, and service quality, ensuring SLAs are met, and coordinating training and

Qualifications

• Bachelor’s Degree in IT or related field required.
• 10+ years of experience performing IT hardware asset management in a large enterprise.
• ITIL 4 or ITIL 5 Managing Professional or Strategic Leader and a current HDI certification are required by the customer.
• HDI certification is a plus.

Responsibilities

• Oversee Executive Support Team and provide leadership, coaching, and training.
• Manage devices including desktops, laptops, printers, peripherals, and mobile devices across the U.S.
• Understand IT asset lifecycle management and software license management.
• Analyze data to identify trends, optimize spending, and report on asset status.
• Proficiency with IT asset management software and Excel for data analysis.
• Ensure contractual SLAs are met and staff use problem management databases to monitor activities.
• Plan, prioritize, and schedule desk-side and executive support activities to ensure continuity of service.
• Lead, direct, evaluate, and develop staff to ensure timely service.
• Identify recurring user problems and recommend solutions to improve service.

Skills

Customer Experience (CX)

Problem Resolution

Technical Support Certifications

Education

Bachelor’s Degree in Information Technology or related field

Job description

Job Qualifications: Skills: Customer Experience (CX), Problem Resolution, Technical Support Certifications: None 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.

Benefits

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.

Scheduled Weekly Hours: 40 Travel Required: Less than 10% Telecommuting Options: Onsite Work Location: USA VA Arlington Additional Work Locations: 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 we 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.

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