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.

MEANINGFUL WORK AND PERSONAL IMPACT

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, ServiceNow, Microsoft Teams, Teams Phone, Intune, MECM/SCCM, VTC platforms, endpoint security tools, and enterprise collaboration technologies.

KEY RESPONSIBILITIESTeam Leadership & Operations

• 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.

Executive & VIP Support

• 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.

Identity, Endpoint & Device Management

• 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.

Network, Security & Compliance

• Troubleshoot network connectivity, VPN, MFA, DNS, DHCP, wireless, and remote access issues.

• Support endpoint security solutions including Microsoft Defender for Endpoint, CrowdStrike, 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.

ITSM & Continuous Improvement

• Operate within ServiceNow 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.

WHAT YOU'LL NEED TO SUCCEEDEducation

• Associate of Arts (AA) or Associate of Science (AS) degree in Information Technology, Computer Science, or related field.

• Equivalent combination of education and experience may be considered.

Experience

• 8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar).

• 2+ years leading a technical support team in a high-touch customer environment.

• Experience supporting senior executives, agency leadership, or VIP customers.

• Federal government experience preferred.

Technical Skills

• Windows 10/11 Administration

• Microsoft 365 (Outlook, Teams, OneDrive, Office Applications)

• Active Directory and Azure Active Directory

• Group Policy Administration

• Microsoft Teams Phone and VoIP Technologies

• ServiceNow or comparable ITSM platform

• Intune, MECM/SCCM, JAMF

• VPN and Remote Access Technologies

• Mobile Device Support (iOS and Android)

• Endpoint Security Solutions (Microsoft Defender, CrowdStrike, Tanium)

• Network Troubleshooting (DNS, DHCP, Routing, Wireless)

Collaboration & Communication Technologies

• Microsoft Teams Rooms

• Zoom

• Webex

• VTC and A/V Conference Room Systems

• Executive Boardroom Technology Support

Security Clearance Level

• Ability to obtain and maintain a Public Trust clearance.

U.S. Citizenship RequiredRole Requirements

• Exceptional executive-level customer service and communication skills.

• Strong leadership, mentoring, and team development capabilities.

• Ability to perform root cause analysis and drive issue resolution under pressure.

• Ability to work onsite within a federal environment.

• Ability to participate in after-hours support, executive events, and on-call rotations as required.

GDIT IS YOUR PLACE

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

• Growth: AI-powered career tools that identify career development opportunities and learning paths.

• Support: Internal mobility programs focused on helping you achieve your career goals.

• Rewards: Comprehensive benefits and wellness packages, 401(k) with company match, competitive compensation, and paid time off.

• Community: Award-winning culture of innovation and a military-friendly workplace.

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your commitment to service excellence. Join a team dedicated to supporting executive leadership and advancing the mission of the Department of Education through exceptional technology support and operational excellence.