Executive Support Service Lead

About the role

We are currently seeking an Executive Support Service Lead who will provide oversight of an Executive Support Team performing onsite and remote troubleshooting in a high‑volume, fast‑paced environment. The position is located onsite in Arlington, VA, and requires residence within the DC/MD/Northern VA area, U.S. citizenship, and a current Public Trust BI Full 6C (T4) clearance.

Responsibilities

• Manage day‑to‑day work activities of the Executive Support Team, including timelines, customer experience, and relationship management.
• Prioritize and allocate workflow; ensure staff use required tools and software to identify, document, track, and resolve reported problems.
• Provide a productive and motivating work environment; address customer or client issues/disputes.
• Lead coordination with customers to ensure service expectations and vision are delivered.
• Develop standards for field technicians and customer satisfaction metrics to improve service levels.
• Ensure contractual SLAs are met.
• Assess training needs and spearhead development of training programs.
• Update and oversee technical and training documentation (problem resolution, 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 competent and timely service.
• Analyze desk‑side and executive support inquiries to identify recurring user problems, recommend solutions, and identify areas for service improvement.
• Ensure staff maintain problem‑management databases for monitoring activities and performance.