Executive Support Service Lead

Job Description

Executive Support Service Lead | General Dynamics Information Technology

The Tone:
This is a regular full-time role at General Dynamics Information Technology, located onsite in Arlington, VA. General Dynamics Information Technology is a global technology and professional services company that delivers technology solutions and mission services to major agencies across the U.S. government, defense, and intelligence community. This role is crucial for providing oversight and leadership to an Executive Support Team, ensuring high-quality onsite and remote technical troubleshooting and exceptional customer experience in a demanding environment.

The TL;DR
• Role: Full Time
• Type: Regular
• Location: In-person, Arlington, VA
• Pay: $83927–$113549 yearly
• Team: Oversees Executive Support Team
• Mission: To lead and manage a large enterprise technical support team, ensuring high-quality executive technical assistance, effective IT asset lifecycle management, and exceptional customer satisfaction across multiple U.S. locations.
• Tech Stack: Microsoft Excel

What You’ll Actually Do
• Team Leadership: Provide leadership, coaching, and training to customer service professionals directly or through subordinate managers, while fostering a productive and motivating working environment.
• Operational Management: Manage the day-to-day work activities of the team, including timelines, customer experience, and relationship management, along with prioritizing and allocating workflow.
• Technical Service Delivery: Ensure the executive support staff uses required tools and software to identify, document, track, and resolve reported problems on devices such as desktops, laptops, printers, peripherals, and mobile devices across U.S. locations.
• Quality Assurance & SLAs: Responsible for ensuring contractual Service Level Agreements (SLAs) are consistently met, and for developing standards for field technicians and customer satisfaction metrics to improve overall service levels.
• Performance & Improvement: Monitor, review, and analyze incident management performance metrics and recurring issues, proactively making recommendations for prevention and resolution, and coordinating with customers to deliver on service expectations.

The Must-Haves
• Background: Bachelor’s Degree in Information Technology, Business Administration, or a related field. This role requires a leader experienced in running large enterprise-level teams across multiple locations.
• Experience: Minimum of 10 years of related experience, specifically in IT hardware asset management functions and responsibilities in a large enterprise. This includes managing customer service professionals directly or through subordinate managers and supporting devices across the U.S. Required certifications include ITIL v4 Foundations and an ITIL intermediate certification (Managing Professional, Strategic Leader, or Practice Manager).
• Skills: Customer Experience (CX), Problem Resolution, Technical Support, Analytical and Problem-Solving, Written and Verbal Communication, Organizational and Project Management, IT Asset Lifecycle Management, Software License Management, Data Analysis, Budget and Forecasting Analysis, Staffing and Performance Management, Service Improvement, Quality Management.
• Bonus: HDI certificate