Executive Support Lead

Executive Support Lead

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our passion. People are our purpose. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it's a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Executive Support Lead for a Full-Time position.

The Executive Support Lead serves as the senior technical and operational leader responsible for delivering white-glove IT support services to WMATA's executive leadership, Critical Infrastructure Personnel (CIPs), and other high-profile stakeholders. This role ensures seamless, high-availability IT experiences for WMATA's most visible users by leading a specialized team of Executive Support Technicians. The Executive Support Lead reports to the Special Operations / Critical Operations Lead and works in close coordination with the Service Desk, Field Support, Infrastructure, and AV/Collaboration teams to maintain responsiveness, confidentiality, and service excellence at all times. This position combines hands-on technical expertise with strong leadership, communication, and customer-engagement capabilities to support the critical mission of WMATA's executive offices.

Key Duties & Responsibilities

• Lead and supervise the Executive Support team responsible for VIP and CIP IT support across all WMATA offices and sites.
• Serve as the primary point of contact for WMATA executive leadership, ensuring prompt, professional, and confidential handling of all IT requests.
• Oversee installation, configuration, maintenance, and troubleshooting of executive devices and systems including laptops, iPhones, iPads, video conferencing, AV equipment, and collaboration platforms (Teams, Zoom, WebEx).
• Manage day-to-day operations of executive support, including ticket queues, escalations, SLA adherence, and after-hours responsiveness.
• Coordinate with Infrastructure, Network, and Security teams to ensure high availability and rapid recovery of executive systems.
• Develop and maintain executive support procedures, knowledge bases, runbooks, and asset tracking documentation.
• Provide executive-level reporting on service metrics, trends, and issue resolution performance.
• Train, coach, and evaluate executive support staff; promote a culture of professionalism, discretion, and continuous improvement.
• Manage technology readiness for executive meetings, board sessions, press events, and travel logistics.
• Lead after-hours and on-call support rotations for executive coverage; ensure proper resource scheduling and contingency planning.
• Coordinate VIP support readiness for critical incidents, transitions, or technology upgrades.
• Partner with WMATA leadership to identify emerging needs, technology enhancements, and process improvements to elevate executive experience.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; or high school diploma + 8 additional years of progressive IT experience.
• 7+ years of IT support experience with at least 3+ years in a lead, supervisory, or team-lead capacity.
• Proven expertise in supporting C-suite or executive-level personnel within enterprise or government environments.
• Strong working knowledge of Windows 10/11, macOS, Active Directory, Office 365, and Exchange. MDM tools (e.g., Intune, MaaS360, Jamf, or Azure AD). Audio/Video systems and conferencing tools (Teams Rooms, Zoom Rooms, WebEx).
• Excellent interpersonal communication, customer-service orientation, and executive presence.
• Ability to handle confidential information discreetly and maintain professionalism under pressure.
• Strong documentation, problem-solving, and time-management skills.
• Availability for after-hours, weekend, and on-call support on a rotational basis.

Preferred / Differentiating Qualifications

• ITIL v4 Foundation or HDI Support Center Lead certification.
• Dell TechDirect Certification (FERC requirement) and/or CompTIA A+, Network+.
• Experience leading VIP or "White-Glove" IT support in transit, public-sector, or federal environments.
• Familiarity with ServiceNow or equivalent ITSM tools for ticket, asset, and change management.
• Experience coordinating executive support readiness for major incidents, events, or high-visibility meetings.
• Knowledge of security and compliance practices applicable to executive systems and mobile devices.