Team Lead Help Desk Technician V (Executive​/VIP Support) DC Metro Area

HELP DESK TECHNICIAN V – EXECUTIVE SUPPORT TEAM LEAD

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.

As a Help Desk Technician V, 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.

• Lead and mentor a 4–6-person Executive Support Team responsible for providing white-glove technical support to senior executives, political appointees, SES personnel, and VIP stakeholders.

• Manage team scheduling, workload distribution, queue health, escalations, and SLA performance to ensure exceptional customer service delivery.

• Collaborate with Service Desk, Engineering, Cybersecurity, Telecommunications, Network Operations, and Field Support teams to resolve complex technical issues and support mission-critical initiatives.

• Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.

• Utilize Microsoft 365, Windows 10/11, Azure Active Directory, Service Now, Microsoft Teams, Teams Phone, Intune, MECM/SCCM, VTC platforms, endpoint security tools, and enterprise collaboration technologies.

• 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, Crowd Strike, 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 Service Now 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.

• Associate of Arts (AA) or Associate of Science (AS) degree in Information…