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

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Other

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

BI Full 6C (T4)

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Computer Hardware, Information Technology (IT), IT Service Management (ITSM)

Certifications:

None

Experience:

8 + years of related experience

US Citizenship Required:

Yes

Job Description:

HELP DESK TECHNICIAN V

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.

MEANINGFUL WORK AND PERSONAL IMPACT

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.

WHAT YOU'LL NEED TO SUCCEED

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.

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 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.

The likely hourly rate for this position is between $34.00 - $46.00. 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.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:

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.

Our Identify Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions 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 mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans