Team Lead Desktop Support Technician 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 people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT As a Help Desk Technician V, you will provide mission-critical support to the GDIT"s Government Client, leading and managing a team that supports the department’s Senior Executives. In this role, you will ensure high-quality technical support, foster collaboration, and drive innovation across the environment. In this role, you will: Lead, manage, and mentor a 4–6-person Executive Support Team Provide white-glove technical support to senior executives and VIP stakeholders Collaborate closely with GDIT's client/partners, GDIT's team members, and federal staff Identify opportunities to improve support workflows, implement efficiencies, and resolve complex technical challenges Ensure adherence to ITSM best practices and organizational standards. US Citizenship Required On Site
Requirements
- Education Associate of Arts (AA) or Associate of Science (AS) degree
- Experience 8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar)
- Technical Skills Expertise in Windows 10/11, MS Office 365, Teams, and Outlook
- Strong understanding of Active Directory, group policies, and user account management
- Experience with mobile device management (iOS/Android), VPN, and remote access technologies
- Knowledge of ITSM platforms such as ServiceNow
- Ability to troubleshoot hardware/software, network connectivity, and peripheral issues
- Collaboration & Communication Tools Administration and troubleshooting of Microsoft Teams, Zoom, Webex, and VTC systems
- Knowledge of Teams Rooms and conference room A/V hardware setup, configuration, and optimization
- Experience with VoIP systems (Microsoft Teams Phone)
- Systems & Infrastructure Strong understanding of Active Directory (user provisioning, permissions, group policy)
- Familiarity with Azure AD and hybrid identity environments
- Experience with VPN, remote access technologies, and multifactor authentication solutions
- Basic networking troubleshooting (DNS, DHCP, routing, wireless)
- ITSM & Enterprise Management Tools Proficiency in ServiceNow, Remedy, or similar ITSM platforms
- Experience with ITIL practices (Incident, Problem, Change)
- Ability to generate reports, analyze ticket trends, and recommend improvements
- Familiarity with enterprise monitoring tools (e.g., SCCM/MECM, JAMF, Splunk)
- Security & Compliance Understanding of federal cybersecurity requirements, data protection, and access control
- Knowledge of endpoint security tools (CrowdStrike, Defender ATP, Tanium, etc.)
- Leadership & Operational Technical Skills Ability to lead a 4–6-person technical support team, prioritizing and coordinating workloads
- Experience developing and enforcing standard operating procedures (SOPs) for executive support
- Skill in performing root cause analysis and implementing long-term solutions
- Ability to communicate complex technical information in clear, executive-friendly language
- Familiarity with project management tools and techniques (Agile, Scrum, or Kanban principles)
- Security Clearance Public Trust or the ability to obtain one
- Role Requirements: Must be a U.S. citizen
- Ability to work onsite in a federal environment
- Strong communication, leadership, and customer service skills
Responsibilities
- Lead, manage, and mentor a 4–6-person Executive Support Team
- Provide white-glove technical support to senior executives and VIP stakeholders
- Collaborate closely with GDIT's client/partners, GDIT's team members, and federal staff
- Identify opportunities to improve support workflows, implement efficiencies, and resolve complex technical challenges
- Ensure adherence to ITSM best practices and organizational standards
Benefits
- Comprehensive benefits, wellness programs, 401(k) with company match, competitive pay, and paid time off
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
