Req ID: RQ216849
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Top Secret
Public Trust/Other Required: None
Job Family: Technical Support Services
Skills:
Process Compliance,Service Level Agreement (SLA),Support Operations
Certifications:
CompTIA Security+ CE | CompTIA - CompTIA, CompTIA A+ CE | CompTIA - CompTIA, CompTIA Network+ CE | CompTIA - CompTIA
Experience:
4 + years of related experience
US Citizenship Required:
Yes
Job Description:
The Network Account Management Lead provides day-to-day operational leadership and coordination for account management and badge provisioning services supporting Department of State users. This role ensures technicians execute identity and access management activities effectively, follow established procedures, and meet service level expectations.
The Lead serves as the primary point of contact for account-related escalations, badge provisioning operations, workload distribution, and alignment with enterprise identity, security, and personnel systems, while working closely with the Service Manager and Regional leadership.
The Network Account Management Lead bridges technical execution with frontline supervision, coordinating service delivery across account lifecycle management (create, modify, disable) and badge issuance, reinforcing security and compliance standards, and ensuring consistent, high-quality support in a mission-critical environment.
Primary Responsibilities
Daily Operational Coordination
Oversee daily deskside support activities, ensuring incidents, service requests, and walk-ups are resolved in accordance with SLAs and performance targets.
Monitor queues and assign work to technicians to maintain balanced workloads and efficient service delivery.
Technical Leadership & Guidance
Serve as the senior on-site technical resource for complex issues and escalations.
Provide coaching, troubleshooting assistance, and subject matter guidance to deskside technicians.
Team Oversight & Accountability
Reinforce expectations, SOPs, and performance standards for account management and badge services.
Assist with scheduling, workload balancing, and day-to-day personnel coordination.
Ensure accountability for accuracy, timeliness, and security compliance in all transactions.
Process Compliance & Execution
Ensure adherence to ITIL 4 practices, identity and access management (IAM) policies, and security controls.
Validate that all account actions follow proper approval workflows and audit requirements.
Identify and report process gaps, recurring issues, or compliance risks to leadership.
Customer & Stakeholder Coordination
Act as the on-site point of contact for end users, local leadership, and partner IT teams.
Coordinate deskside support activities with IT Mart, Refresh, Mobile/Remote Support, and other service groups.
Escalation Handling
Serve as the first line of escalation for complex or high-visibility technical account management issues
Escalate unresolved or systemic issues to the Regional Manager with clear documentation and recommendations.
Training & Staff Development
Assist with onboarding of new technicians, including system access, tool usage, and process training.
Promote cross-training and knowledge sharing to strengthen team capability and consistency.
Continuous Improvement
Identify opportunities to enhance support efficiency, customer satisfaction, and technician performance.
Support regional initiatives focused on queue optimization, automation, process standardization, and service quality.
Scope of Role
Provides frontline leadership for deskside support operations at a single site or cluster of nearby locations.
Coordinates a team of Tier 2 technicians in a high-volume, mission-critical environment.
Works closely with the Regional Desktop Support Manager to ensure alignment with program objectives.
Education and Experience
Associate degree in Information Technology or a related field (or equivalent experience).
4-6 years of IT experience, with at least 1-2 years in a senior technician or lead role.
Strong background in deskside support, hardware/software troubleshooting, and enterprise endpoint management.
ITIL 4 certification preferred; CompTIA A+, Network+, or Security+ desirable.
Experience supporting large enterprise or government IT environments strongly preferred.
OWN YOUR OPPORTUNITY
Join GDIT's enterprise IT mission and help lead frontline support teams delivering critical IT services to the Department of State. As a Desktop Support Team Lead, you will mentor technicians, guide service delivery, and help ensure exceptional customer support across a complex, fast-paced environment.
The likely salary range for this position is $144,500 - $195,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
