VIP Executive Support Team Lead

Saic; Washington (District of Columbia); On-site; USD 80,000 - 120,000; Full time

Job summary

SAIC is seeking a VIP Executive Support Team Lead to coordinate a four-person team delivering high-touch IT support to executive-level customers. You will manage scheduling, workload, SLA health, and escalations, while guiding incident communications and cross-team collaboration across networking, software, security, and asset management.

Expect hands-on troubleshooting of Windows 11, AD, Office 365, Intune, and SCCM, with ITIL-based process improvements.

Qualifications

• Bachelor’s degree or 7 years of specialized experience with leadership in a high-touch environment.
• Must include 2+ years leading a technical support team.

Responsibilities

• Coordinate and lead a 4-person Executive VIP Support Team; manage scheduling, workload, and SLA.
• Provide white-glove technical support to executive customers with minimal supervision.
• Communicate during incidents and service disruptions with executives and stakeholders.
• Support VIP communications networks, mobile devices, and deployable systems.
• Configure and support enterprise collaboration tools including Teams, Zoom, Webex, and VoIP.
• Document, upgrade, and replace VIP hardware/software; manage devices and peripherals.
• Deploy mobile devices, manage provisioning, access, and configuration for VIP staff.
• Drive service improvement using ITIL processes, reporting, knowledge management, and trend analysis.

Skills

Leadership

Executive customer service

Windows 11

Active Directory

Office 365

Intune/Azure

SCCM

Dell Certification

HDI-DAST

ITSM ServiceNow

KPI dashboards

TCP/IP networking

VPN

Public Trust

Education

Bachelor’s degree

Tools

ServiceNow

Ticketing System

Job description

Description

VIP Executive Support Team Lead

Responsibilities

• Coordinate and lead a 4 man Executive/VIP Support Team day-to-day operations, including managing team scheduling, workload distribution, ticket queue health, escalations, and SLA performance.
• Deliver "white-glove" technical support to executive-level customers under minimal to no supervision, interacting with network services, software systems engineering, security, and asset management to restore service, resolve complex issues, and identify core problems.
• Interact daily with executive-level customers, supervisors, and peer groups to manage workflow in a timely and professional manner. Provide executive-level communications during incidents and service disruptions.
• Support Executive/VIP Communication/Information Systems and networks, including remote communications equipment, mobile (iPhone, iPad, Android) and deployable network communication systems, strategic and tactical multi-channel satellite communication systems (BGAN terminals), secure telephone equipment, laptops, desktops, and computer peripherals.
• Configure and support enterprise collaboration and VTC technologies, including Microsoft Teams Rooms, Zoom, Webex, Teams Phone, VoIP services, and executive boardroom technology.
• Responsible for documenting, upgrading, and replacing hardware, software applications of VIP associated users/devices.
• Install, troubleshoot, repair, operate, and maintain VIP associated equipment, laptops, workstations, thin clients, delltablets, printers, scanners, and any other equipment within the scope of this task.
• Deploy mobile devices to Executive/VIP staff, manage business applications, user provisioning, access management, and device configuration.
• Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.

Qualifications

Required Qualifications

• Bachelor’s degree and 5 years of experience, or 7 years of specialized experience with no degree required. Must include at least 2 years leading a technical support team in a high-touch customer environment.
• Exceptional executive-level customer service and communication skills, with the ability to perform root cause analysis and drive issue resolution under pressure.
• Extensive experience with troubleshooting Windows 11, Active Directory, Azure Active Directory, Microsoft Office 365 suite, Mobile Device Management (Intune/Azure), SCCM, and laptop computer hardware.
• Dell Certification (self-guided certification provided through FERC Dell TechDirect).
• HDI-DAST certification (within 3 months after hire).
• Flexibility to work for after-hour24/7support rotation, executive event support, and on-call escalations.

Desired Qualifications

• Self-motivated, creative, capable of working as team or as individual SME for executive-level communications support, strong leadership capabilities, organized and able to manage individual and team schedules.
• Thorough knowledge of peripherals (printers, monitors), hardware/software in an enterprise environment.
• Experience with ITSM platforms (ServiceNow, Ticketing System) and analyzing ticket trends to develop KPI dashboards and workflow improvements.
• LAN/WAN troubleshooting, thorough understanding of TCP/IP based networking, DNS, DHCP, VPN/remote access, and encryption devices.
• Desired certifications: MCSE, CCNA, CompTIA A+, Network+, ITIL v4.
• Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers, workstations, scanners and other items.
• Ability to obtain and maintain a Public Trust clearance (U.S. Citizenship required).

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.