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

Overview
Advance the mission while advancing your career. As a Help Desk Technician V, you will lead a 4–6 person executive support team delivering white‑glove, mission‑critical IT services to senior executives and VIP stakeholders within a federal agency. You’ll ensure high-quality technical support, enforce ITSM best practices, and drive operational improvements across a secure, compliance‑focused environment.

Key Responsibilities:

Team Leadership & Operations

Lead, mentor, and schedule a 4–6 person Executive Support Team; manage queue health, SLAs, and escalations.

Build SOPs/runbooks for VIP support; coordinate coverage for executive events, travel, and high‑visibility engagements.

Own executive incident communications; deliver concise, executive‑friendly

status and post‑incident reports.

Executive/VIP Deskside & Event Support

Provide white‑glove support for Windows 10/11, Microsoft 365 (Teams, Outlook), and VIP collaboration tools.

Set up, optimize, and support Teams Rooms, Zoom, Webex, and VTC/A/V systems for executive conferences and boardrooms.

Support Teams Phone/VoIP features (call routing, delegations, voicemail, number assignments).

Identity, Devices & Endpoint

Manage on/off‑boarding, user provisioning, permissions, and Group Policy in AD/Azure AD (hybrid environments).

Support MDM (Intune/JAMF) for iOS/Android; perform image deployment, patching, and device compliance (MECM/SCCM).

Troubleshoot hardware/software, drivers, peripherals; coordinate warranty and vendor repairs.

Network, Remote Access & Security

Troubleshoot network fundamentals (DNS, DHCP, routing, wireless), VPN and remote access, and MFA solutions.

Enforce least privilege/access controls; support endpoint security (Defender for Endpoint, CrowdStrike, Tanium).

Maintain logging/monitoring hygiene; partner with security teams on vulnerability remediation and incident response.

ITSM, Reporting & Continuous Improvement

Operate within ServiceNow (or similar); follow ITIL practices (Incident, Problem, Change).
Analyze ticket trends; publish KPI dashboards; recommend workflow efficiencies and knowledge base improvements.
Ensure accessibility and Section 508 compliance for end‑user tech and A/V experiences.

Compliance, Asset & Facilities

Support suitability/badging (HSPD‑12/PIV) processes and adhere to agency policies (FISMA/NIST control awareness).

Maintain asset accountability (inventory, chain of custody, hand receipts) and lifecycle documentation.

Participate in COOP/executive continuity events; provide after-hours/on‑call coverage as needed.

Minimum Qualifications

Education: AA/AS in IT or related field; or equivalent experience.
Experience:

8+ years of IT support (Service Desk, Deskside, VIP/Executive Support, or similar).
2+ years leading a small technical team (4–6 FTEs) in a high-touch environment.
Demonstrated federal or regulated environment experience preferred.

Technical Proficiency:

Windows 10/11, Microsoft 365 (Teams/Outlook), AD/Azure AD, Group Policies, MFA, VPN.
VTC/A/V (Teams Rooms/Zoom/Webex), Teams Phone/VoIP, conference room setups.
ServiceNow (or similar ITSM), SCCM/MECM, Intune/JAMF, endpoint protection tools.
Network troubleshooting fundamentals (DNS/DHCP/routing/wireless).

Soft Skills: Exceptional communication (executive‑friendly), leadership, customer focus, and ability to perform root‑cause analysis under pressure.
Conditions of Employment:

U.S. Citizenship, onsite presence, and ability to obtain/maintain Public Trust

Participation in E‑Verify and successful completion of background/suitability checks.
What You Need to Succeed

Education
•    Associate of Arts (AA) or Associate of Science (AS) degree
Experience
•    8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar)

Technical Skills 
•    Expertise in Windows 10/11, MS Office 365, Teams, and Outlook
•    Strong understanding of Active Directory, group policies, and user account management
•    Experience with mobile device management (iOS/Android), VPN, and remote access technologies
•    Knowledge of ITSM platforms such as ServiceNow
•    Ability to troubleshoot hardware/software, network connectivity, and peripheral issues

Collaboration & Communication Tools
•    Administration and troubleshooting of Microsoft Teams, Zoom, Webex, and VTC systems
•    Knowledge of Teams Rooms and conference room A/V hardware setup, configuration, and optimization
•    Experience with VoIP systems (Microsoft Teams Phone)
Systems & Infrastructure
•    Strong understanding of Active Directory (user provisioning, permissions, group policy)
•    Familiarity with Azure AD and hybrid identity environments
•    Experience with VPN, remote access technologies, and multifactor authentication solutions
•    Basic networking troubleshooting (DNS, DHCP, routing, wireless)
ITSM & Enterprise Management Tools
•    Proficiency in ServiceNow, Remedy, or similar ITSM platforms
•    Experience with ITIL practices (Incident, Problem, Change)
•    Ability to generate reports, analyze ticket trends, and recommend improvements
•    Familiarity with enterprise monitoring tools (e.g., SCCM/MECM, JAMF, Splunk)
Security & Compliance
•    Understanding of federal cybersecurity requirements, data protection, and access control
•    Knowledge of endpoint security tools (CrowdStrike, Defender ATP, Tanium, etc

Role Requirements:

Must be a U.S. citizen

• Ability to work onsite in a federal environment
• Strong communication, leadership, and customer service skills

Why Join:

Mission impact supporting senior federal leadership.
Growth pathways and internal mobility; modern tooling and training.
Competitive pay, benefits, 401(k) with match, PTO, and a collaborative culture that values veterans and diversity.