Help Desk V-Lead and Manager - Tier II/III DC Metro Area
About The Position
Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician V and build an impactful career in enterprise IT, collaborating with high-performing teams supporting critical federal missions. MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Technician V, the work you perform will directly support the mission of a federal enterprise IT organization, ensuring seamless delivery of end-user services that enable agency operations nationwide. You will play a critical role in maintaining service continuity, improving user experience, and driving operational excellence across the IT support ecosystem. Lead and manage Tier II/III support operations, ensuring timely resolution of complex incidents and service requests while meeting or exceeding SLA and KPI targets Collaborate with Service Desk, Engineering, Cybersecurity, and Infrastructure teams to triage escalations, resolve enterprise-wide issues, and support major incident response activities Drive operational efficiency and service improvement initiatives, leveraging data analytics, trend analysis, and ITIL best practices to reduce incident volume and improve first-call resolution Utilize enterprise tools and platforms such as ServiceNow (ITSM), Microsoft Endpoint Manager (MECM), Active Directory, remote support tools, and monitoring solutions to diagnose and resolve issues WHAT YOU’LL NEED TO SUCCEED Bring your technical expertise, leadership mindset, and commitment to customer success to GDIT.
Requirements
- Associates of Arts/Associates of Science (Bachelor’s preferred)
- 8+ years of related IT support experience in enterprise or federal environments
- ServiceNow (incident, request, and knowledge management)
- Windows 11 administration and troubleshooting
- Active Directory (account management, group policy basics)
- Microsoft Endpoint Configuration Manager (MECM) or Intune
- Network troubleshooting (VPN, DNS, TCP/IP fundamentals)
- Remote support tools and endpoint diagnostics
- Knowledge of ITIL v4 processes (Incident, Problem, Change Management)
- Public Trust (or ability to obtain)
- US Citizenship: Required
- Strong written and verbal communication skills with the ability to support executive-level users
- Experience supporting distributed and remote workforce environments
- Ability to work within defined service windows (e.g., extended hours to support multiple time zones)
- Proven ability to handle high-visibility incidents and participate in major incident bridges
Responsibilities
- Lead and manage Tier II/III support operations, ensuring timely resolution of complex incidents and service requests while meeting or exceeding SLA and KPI targets
- Collaborate with Service Desk, Engineering, Cybersecurity, and Infrastructure teams to triage escalations, resolve enterprise-wide issues, and support major incident response activities
- Drive operational efficiency and service improvement initiatives, leveraging data analytics, trend analysis, and ITIL best practices to reduce incident volume and improve first-call resolution
- Utilize enterprise tools and platforms such as ServiceNow (ITSM), Microsoft Endpoint Manager (MECM), Active Directory, remote support tools, and monitoring solutions to diagnose and resolve issues
Benefits
- Comprehensive benefits
- 401K with company match
- Competitive compensation, and PTO
- Hybrid and flexible work arrangements where applicable
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
