Team Lead Help Desk Technician V (Executive/VIP Support) DC Metro Area
About The Position
Advance the mission while advancing your career. Join GDIT as a Help Desk Technician V and lead a high-performing Executive Support Team delivering white-glove, mission-critical IT services to senior executives, VIP stakeholders, and agency leadership. In this role, you will oversee executive support operations, drive service excellence, and ensure technology services remain aligned with mission objectives within a secure federal environment. The work you'll do at GDIT will directly support the mission of the U.S. Department of Education by ensuring executive leadership maintains uninterrupted access to the technology, communications, and collaboration platforms required to lead the Department and serve the American public. You will play a critical leadership role in managing executive support operations, resolving high-priority technical issues, and driving operational improvements across a complex enterprise environment.
Requirements
- 8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar).
- 2+ years leading a technical support team in a high-touch customer environment.
- Experience supporting senior executives, agency leadership, or VIP customers.
- Associate of Arts (AA) or Associate of Science (AS) degree in Information Technology, Computer Science, or related field. Equivalent combination of education and experience may be considered.
- Windows 10/11 Administration
- Microsoft 365 (Outlook, Teams, OneDrive, Office Applications)
- Active Directory and Azure Active Directory
- Group Policy Administration
- Microsoft Teams Phone and VoIP Technologies
- ServiceNow or comparable ITSM platform
- Intune, MECM/SCCM, JAMF
- VPN and Remote Access Technologies
- Mobile Device Support (iOS and Android)
- Endpoint Security Solutions (Microsoft Defender, CrowdStrike, Tanium)
- Network Troubleshooting (DNS, DHCP, Routing, Wireless)
- Collaboration & Communication Technologies
- Microsoft Teams Rooms
- Zoom
- Webex
- VTC and A/V Conference Room Systems
- Executive Boardroom Technology Support
- Ability to obtain and maintain a Public Trust clearance.
- U.S. Citizenship Required
- Exceptional executive-level customer service and communication skills.
- Strong leadership, mentoring, and team development capabilities.
- Ability to perform root cause analysis and drive issue resolution under pressure.
- Ability to work onsite within a federal environment.
- Ability to participate in after-hours support, executive events, and on-call rotations as required.
Nice To Haves
- Federal government experience preferred.
Responsibilities
- Lead, mentor, and develop Executive Support personnel.
- Manage ticket queues, escalations, service metrics, and operational priorities.
- Develop and maintain SOPs, runbooks, and executive support procedures.
- Coordinate executive event support, travel support, and high-visibility technology engagements.
- Provide executive-level communications during incidents and service disruptions.
- Deliver white-glove support for executive offices and VIP customers.
- Support Windows 10/11, Microsoft 365, Outlook, Teams, and mobile devices.
- Configure and support Microsoft Teams Rooms, Zoom, Webex, and VTC technologies.
- Support Teams Phone, VoIP services, call routing, voicemail, and delegation services.
- Provide conference room and executive boardroom technology support.
- Manage user provisioning, onboarding, offboarding, and access management.
- Support Active Directory, Azure AD, Group Policy, and hybrid identity environments.
- Administer endpoint management platforms including Intune, MECM/SCCM, and JAMF.
- Support endpoint compliance, patching, software deployment, and lifecycle management.
- Coordinate hardware repair, warranty services, and vendor support engagements.
- Troubleshoot network connectivity, VPN, MFA, DNS, DHCP, wireless, and remote access issues.
- Support endpoint security solutions including Microsoft Defender for Endpoint, CrowdStrike, and Tanium.
- Partner with cybersecurity teams on vulnerability remediation and incident response activities.
- Maintain compliance with federal security standards, agency policies, and access control requirements.
- Support HSPD-12/PIV processes and continuity of operations (COOP) activities.
- Operate within ServiceNow and ITIL-based service management processes.
- Analyze ticket trends, service metrics, and operational performance indicators.
- Develop KPI dashboards and executive reporting.
- Recommend workflow improvements and knowledge management enhancements.
- Ensure Section 508 accessibility compliance for supported technologies and services.
Benefits
- 401(k) with company match
- Competitive compensation
- Paid time off
- Variety of medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
