Executive Support Service Lead

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.

Candidates must have at least 10 years of experience in the following:

• 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

• 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
• HDI certificate is a plus

Location:

Onsite in Arlington, VA. Candidate must reside within the DC/MD/Northern VA area.

• 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