Req ID: RQ222391
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: BI Full 6C (T4)
Job Family: Technical Support Services
Skills:
Desktop Computers,Laptops,Remote Support,Technical Support,Troubleshooting
Certifications:
ITIL 4 Foundation | PeopleCert - PeopleCert
Experience:
8 + years of related experience
US Citizenship Required:
Yes
Job Description:
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 RESPONSIBILITIES
Team 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 SUCCEED
Education
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 Required
Role 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.
The likely hourly rate for this position is between $34.74 - $47.00. 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 26,000 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
