Description
We are seeking an Executive Support Service Lead to provide oversight of the Executive Support Team, performing onsite and remote troubleshooting in a high-volume, fast-paced environment. The successful candidate will have 10+ years of experience managing large enterprise-level teams, strong analytical and problem-solving skills, and excellent communication skills.
The role involves managing day-to-day work activities, timelines, customer experience, and relationship management, as well as prioritizing and allocating workflow. The Executive Support Team Lead will ensure the executive support staff uses required tools and software to identify, document, track, and resolve reported problems.
Key responsibilities include:
- Managing customer service professionals and providing leadership, coaching, and training
- Managing teams supporting devices including desktops, laptops, printers, peripherals, and mobile devices
- Strong understanding of IT asset lifecycle management and software license management
- Analyzing 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 and ability to present solutions to customers
- Developing standards for field technicians and customer satisfaction metrics to improve service levels
- Ensuring contractual SLAs are met
- Assessing training needs and developing training programs
- Updating technical and training documentation
- Planning, prioritizing, and scheduling desk side support and executive support activities
- Leading, directing, evaluating, and developing staff
- Analyzing desk side and executive support inquiries to identify recurring user problems and recommend solutions
- Ensuring staff use and maintain problem management databases
- Evaluating and implementing efficiencies for Client services Team
- Managing and supporting special projects
Requirements:
- Bachelor's Degree in Information Technology, Business Administration, or a related field
- 10+ years of experience performing IT hardware asset management functions and responsibilities in a large enterprise
- ITIL 4 or ITIL 5 Managing Professional or Strategic Leader and a current HDI certification
- 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.
Salary range: $83,927 - $113,549