Help Desk Team Lead - TS/SCI with Polygraph

Transform technology into opportunity as a Help Desk Team Lead with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.
 

We are seeking a proactive and customer-focused Help Desk Team Lead to oversee our frontline IT support team. This role combines technical expertise with leadership, ensuring timely and high-quality support for end-users while mentoring and guiding a team of Help Desk Technicians. The ideal candidate will have a solid background in Microsoft technologies—particularly Microsoft Azure and Microsoft 365—as well as a passion for delivering exceptional customer service.

Key Responsibilities:

Lead, coach, and mentor Tier 1 and Tier 2 teams, fostering a culture of service excellence and continuous improvement.

• Serve as the escalation point for complex or high-impact support issues.
• Monitor ticket queues, ensuring SLA adherence and prioritization of critical issues.
• Ensure accurate documentation of incidents, solutions, and procedures.
• Provide hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues.
• Collaborate with other IT teams to resolve recurring problems and implement long-term solutions.
• Develop and deliver training and guidance to team members on new tools, technologies, and processes.
• Generate performance metrics and reports for leadership review.
• Development and refinement of standard operating procedures and knowledge base articles.

Required Qualifications:

• 5 years of experience in a Help Desk or IT Support role, with at least 1 year in a leadership or supervisory capacity, and some experience in a SCIF environment.
• Strong knowledge and hands-on experience with Microsoft 365 (including Exchange Online, OneDrive, SharePoint).
• Strong knowledge and hands-on experience with IT hardware and software such as printers, uninterrupted power supply (UPS), COTS and GOTS applications, and data transfer requests.
• Working knowledge of Microsoft Azure, particularly Azure AD and basic cloud infrastructure concepts.
• Working knowledge of VTC systems such as Microsoft Teams, WebEx, and Skype.
• Excellent interpersonal and communication skills with a proven ability to lead a customer-service-oriented team.
• Familiarity with ticketing systems such as ServiceNow.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Desired Qualifications:

• ITIL certification or knowledge of ITIL best practices is a plus.
• Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong advantage.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Experience: 5+ years of related
• Security Clearance Level: TS/SCI with Polygraph
• Location: McLean, VA - On Customer Site
• U.S. Citizenship Required

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays