Executive Support Service Lead

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

About the Role

We are seeking an Executive Support Service Lead who will provide oversight of the Executive Support Team, performing onsite and remote troubleshooting in a high-volume, fast-paced environment. This role involves managing day-to-day team activities, including timelines, customer experience, relationship management, and workflow prioritization. The successful candidate will ensure the team uses required tools and software to identify, document, track, and resolve reported problems while fostering a productive and motivating work environment.

Responsibilities

• Manage customer service professionals directly and/or through subordinate managers, offering leadership, coaching, and training.
• Oversee teams supporting devices including desktops, laptops, printers, peripherals, and mobile devices (including tablets) across the U.S.
• Demonstrate a strong understanding of IT asset lifecycle management and software license management.
• Apply organizational and project management skills to handle complex asset lifecycle tasks.
• Analyze data to identify trends, optimize spending, and report on asset status.
• Use IT asset management software, inventory management, and data analysis tools (e.g., Microsoft Excel).
• Communicate effectively to present both high-level and detailed tactical solutions to customers.
• Monitor, review, and analyze incident management performance metrics and recurring issues, proactively recommending preventive and resolution strategies.
• Lead coordination efforts with customers to ensure service expectations and vision are consistently delivered.
• Develop standards for field technicians and customer satisfaction metrics to improve service levels.
• Ensure contractual SLAs are met.
• Assess training needs and spearhead the development of training programs.
• Update and oversee technical and training documentation, including problem resolution and base configurations.
• Plan, prioritize, and schedule desk-side and executive support activities to ensure continuity of service.
• Lead, direct, evaluate, and develop staff to ensure users receive competent and timely service.
• Analyze desk-side and executive support inquiries to identify recurring user problems, recommend solutions, and improve service areas.
• Ensure staff use and maintain problem management databases to monitor activities and performance.
• Evaluate and implement efficiencies for the Client Services Team.
• Manage and/or support special projects.

Requirements

• Minimum of 10 years of experience performing IT hardware asset management functions in a large enterprise.
• Bachelor’s Degree in Information Technology, Business Administration, or a related field.
• 10+ years of experience with ITIL v4 foundations certification and ITIL intermediate (Managing Professional, Strategic Leader, or Practice Manager) required.
• HDI certificate is a plus.
• Proficiency with IT asset management software, inventory management, and data analysis tools.
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills.
• Experience running large enterprise-level teams across multiple locations.

Benefits

• 401K with company match.
• Comprehensive health and wellness packages, including medical, dental, and vision plan options.
• Paid time off, including vacation, sick, personal time, holidays, parental leave, military leave, bereavement, and jury duty leave.
• Short- and long-term disability benefits, life insurance, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
• Internal mobility team dedicated to career growth.
• Professional development opportunities, including journal subscriptions, conference attendance, and support for publication.
• Paid vacation and holidays for rest and recharge.

Pay

The likely salary range for this position is $83,927 - $113,549.

Schedule

• Scheduled Weekly Hours: 40
• Travel Required: Less than 10%
• Telecommuting Options: Onsite