General Dynamics Information Technology · 12 hours ago
Executive Support Service Lead
USA VA Arlington
Full-time
Onsite
Senior Level, Lead/Staff
$81K/yr - $98K/yr
10+ years expGeneral Dynamics Information Technology is seeking an Executive Support Service Lead to oversee the Executive Support Team in a fast-paced environment. The role involves managing day-to-day activities, ensuring customer satisfaction, and implementing service improvements while leading a large enterprise-level team.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Provide oversight of Executive Support Team who perform onsite and remote troubleshooting, in a high volume, fast-paced environment
Manage the day-to-day work activities of the team, including timelines, customer experience, and relationship management, and prioritizing and allocating workflow
Ensure the executive support staff uses the required tools and software to identify, document, track and resolve reported problems
Provide a productive and motivating working environment and address any issues/disputes from customers or clients
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
Qualification
Required
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
US Citizenship Required
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
Preferred
HDI certificate is a plus
Benefits
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
Medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
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
Full flex work weeks where possible
A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
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