Help Desk V-Lead and Manager - Tier II/III DC Metro Area

FSA Desktop Support Lead | Federal Student Aid

Advance how our customers operate while you advance your career. Join GDIT as a Help Desk Technician V serving as the Desktop Support Lead for Federal Student Aid (FSA). Lead a team of 6 to 10 desktop support professionals while delivering reliable IT services supporting a critical federal mission.

As an FSA Desktop Support Lead, you will oversee daily Tier II desktop support operations, provide technical leadership, manage escalations, and ensure the team consistently meets service expectations. You will work closely with IT leadership and federal stakeholders to maintain service continuity and customer satisfaction.

• Lead a team of 6 to 10 Desktop Support Technicians, providing daily direction, mentoring, workload assignments, and performance feedback.
• Oversee desktop support operations, including incident resolution, service requests, hardware troubleshooting, workstation deployments, and equipment refreshes.
• Monitor SLA and KPI performance, ensuring timely ticket resolution, accurate documentation, and effective workload distribution.
• Manage ServiceNow ticket queues, addressing aging incidents, escalations, backlogs, and service delivery concerns.
• Serve as the primary technical escalation point for complex issues, high-priority incidents, and customer concerns.
• Coordinate with Service Desk, Engineering, Cybersecurity, and Infrastructure teams to resolve technical issues and support major incident response.
• Manage daily staffing and coverage, balancing technician schedules, operational priorities, and resource availability.
• Provide executive-level technical support and maintain strong relationships with federal stakeholders.
• Oversee endpoint support and asset management, including government-furnished equipment (GFE), software installations, and workstation configurations.
• Drive continuous service improvement through incident trend analysis, ITIL practices, and process optimization.
• Prepare operational reports covering team performance, accomplishments, service risks, and outstanding issues.
• Ensure compliance with federal cybersecurity requirements, established procedures, and IT service management standards.

Bring your technical expertise, leadership experience, and commitment to customer success to GDIT.

Education:

• Associate of Arts or Associate of Science degree; Bachelor's preferred.

Experience:

• 8+ years of enterprise or federal IT support experience.
• 2+ years of technical lead or supervisory experience.
• Experience leading technical teams, managing escalations, and monitoring service performance.
• Federal government IT support experience preferred.

Technical Skills:

• ServiceNow (Incident, Request, Problem, and Knowledge Management).
• Windows 11 administration and troubleshooting.
• Microsoft 365, Active Directory, and Group Policy.
• Microsoft Endpoint Configuration Manager (MECM) or Intune.
• Workstation imaging, deployment, hardware maintenance, and software installation.
• Network troubleshooting (VPN, DNS, DHCP, TCP/IP).
• Remote support tools and endpoint diagnostics.
• ITIL v4 processes and service management practices.
• Federal IT security and GFE asset management requirements.

Leadership and Communication:

• Ability to lead, mentor, and coordinate 6 to 10 desktop support technicians.
• Strong problem-solving, organizational, and customer service skills.
• Ability to prioritize workloads, manage competing demands, and resolve escalations.
• Effective communication with federal leadership, customers, and technical teams.
• Experience preparing operational reports and identifying service improvements.

Security Clearance Level:

• Public Trust (or ability to obtain).

US Citizenship:

• Required.

Role Requirements:

• Provide onsite leadership and hands-on technical support.
• Support established service windows and extended hours when required.
• Support distributed and remote users.
• Participate in high-visibility incident resolution and major incident response.

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tools and continuous learning opportunities.
• Support: Dedicated internal mobility team to help advance your career.
• Rewards: Comprehensive benefits, 401(k) with company match, competitive compensation, and PTO.
• Flexibility: Hybrid and flexible arrangements where applicable.
• Community: Innovation, collaboration, and a commitment to supporting veterans.