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:

Desktop Computers, Laptops, Remote Support, Technical Support, Troubleshooting

Certifications:

None

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

• Ope