GDIT is excited to support the Securities and Exchange Commission (SEC) in meeting their mission to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC’s IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC.We are currently seeking an IT Service Desk Support Lead to provide supervision and direction as needed to support staff, to include technical direction. This position is based in Washington, DC with a hybrid onsite/remote schedule. Candidates must be UC Citizens (without dual citizenship) and eligible obtain the required public trust clearance. Duties include the following:
Responsible for managing the IT technical support team.
Leads daily operations and support function of the IT support team, assigning daily tasks.
Serves as the single POC for issues involving IT support, such as SLA achievement, workflows, crisis management, prioritization of work, staff assignments and coaching and project support.
Responsible for the inventory control within the support team's areas.
Oversees multiple teams and roles that are within IT support.
Must have a minimum of 6 years of experience in providing IT Support, with 1 year of experience in a leadership role managing teams and technologies that span across all end-user hardware and software.
In-depth experience managing SLAs, performance metrics i.e. average speed to answer, first call resolution and customer satisfaction
Experience Creating SOPs and Knowledge Articles
Conducting quality control monitoring
Reporting related to top call drivers
Responding to escalations and customer satisfaction requests
CompTIA A+ certification may be substituted for 1 year experience.
About Our Work
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.