VIP Executive Support Team Lead

SAIC•Washington, DC

About The Position

VIP Executive Support Team Lead Responsibilities : Coordinate and lead a 4 man Executive/VIP Support Team day-to-day operations, including managing team scheduling, workload distribution, ticket queue health, escalations, and SLA performance. Deliver "white-glove" technical support to executive-level customers under minimal to no supervision, interacting with network services, software systems engineering, security, and asset management to restore service, resolve complex issues, and identify core problems. · Interact daily with executive-level customers, supervisors, and peer groups to manage workflow in a timely and professional manner. Provide executive-level communications during incidents and service disruptions. · Support Executive/VIP Communication/Information Systems and networks, including remote communications equipment, mobile (iPhone, iPad, Android) and deployable network communication systems, strategic and tactical multi-channel satellite communication systems (BGAN terminals), secure telephone equipment, laptops, desktops, and computer peripherals. · Configure and support enterprise collaboration and VTC technologies, including Microsoft Teams Rooms, Zoom, Webex, Teams Phone, VoIP services, and executive boardroom technology. · Responsible for documenting, upgrading, and replacing hardware, software applications of VIP associated users/devices · Install, troubleshoot, repair, operate, and maintain VIP associated equipment, laptops, workstations, thin clients, dell tablets, printers, scanners, and any other equipment within the scope of this task. · Deploy mobile devices to Executive/VIP staff, manage business applications, user provisioning, access management, and device configuration. · Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.

Requirements

Bachelor’s degree and 5 years of experience, or 7 years of specialized experience with no degree required.
At least 2 years leading a technical support team in a high-touch customer environment.
Exceptional executive-level customer service and communication skills, with the ability to perform root cause analysis and drive issue resolution under pressure.
Extensive experience with troubleshooting Windows 11, Active Directory, Azure Active Directory, Microsoft Office 365 suite, Mobile Device Management (Intune/Azure), SCCM, and laptop computer hardware.
Dell Certification (self-guided certification provided through FERC Dell TechDirect).
HDI-DAST certification (within 3 months after hire).
Flexibility to work for after-hour 24/7 support rotation, executive event support, and on-call escalations.
Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers, workstations, scanners and other items.
Ability to obtain and maintain a Public Trust clearance (U.S. Citizenship required).

Nice To Haves

Self-motivated, creative, capable of working as team or as individual SME for executive-level communications support, strong leadership capabilities, organized and able to manage individual and team schedules.
Thorough knowledge of peripherals (printers, monitors), hardware/software in an enterprise environment
Experience with ITSM platforms (ServiceNow, Ticketing System) and analyzing ticket trends to develop KPI dashboards and workflow improvements.
LAN/WAN troubleshooting, thorough understanding of TCP/IP based networking, DNS, DHCP, VPN/remote access, and encryption devices.
Desired certifications: MCSE, CCNA, CompTIA A+, Network+, ITIL v4.

Responsibilities

Coordinate and lead a 4 man Executive/VIP Support Team day-to-day operations, including managing team scheduling, workload distribution, ticket queue health, escalations, and SLA performance.
Deliver "white-glove" technical support to executive-level customers under minimal to no supervision, interacting with network services, software systems engineering, security, and asset management to restore service, resolve complex issues, and identify core problems.
Interact daily with executive-level customers, supervisors, and peer groups to manage workflow in a timely and professional manner.
Provide executive-level communications during incidents and service disruptions.
Support Executive/VIP Communication/Information Systems and networks, including remote communications equipment, mobile (iPhone, iPad, Android) and deployable network communication systems, strategic and tactical multi-channel satellite communication systems (BGAN terminals), secure telephone equipment, laptops, desktops, and computer peripherals.
Configure and support enterprise collaboration and VTC technologies, including Microsoft Teams Rooms, Zoom, Webex, Teams Phone, VoIP services, and executive boardroom technology.
Responsible for documenting, upgrading, and replacing hardware, software applications of VIP associated users/devices
Install, troubleshoot, repair, operate, and maintain VIP associated equipment, laptops, workstations, thin clients, dell tablets, printers, scanners, and any other equipment within the scope of this task.
Deploy mobile devices to Executive/VIP staff, manage business applications, user provisioning, access management, and device configuration.
Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.