Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Suitability:

Public Trust/Other Required:

None

Job Family:

Business Operations

Job Qualifications:

Skills:

Help Desk Support, IT Service Delivery, Technical Support

Certifications:

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT is excited to support the Securities and Exchange Commission (SEC) in meeting their mission to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC’s IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC.

We are currently seeking an IT Service Desk Support Lead to provide supervision and direction as needed to support staff, to include technical direction. This position is based in Washington, DC with a hybrid onsite/remote schedule. Candidates must be UC Citizens (without dual citizenship) and eligible obtain the required public trust clearance.

Duties include the following:

• Responsible for managing the IT technical support team. 

• Leads daily operations and support function of the IT support team, assigning daily tasks. 

• Serves as the single POC for issues involving IT support, such as SLA achievement, workflows, crisis management, prioritization of work, staff assignments and coaching and project support. 

• Responsible for the inventory control within the support team's areas. 

• Oversees multiple teams and roles that are within IT support. 

Experience: 

• Must have a minimum of 6 years of experience in providing IT Support, with 1 year of experience in a leadership role managing teams and technologies that span across all end-user hardware and software.

• In-depth experience managing SLAs, performance metrics i.e. average speed to answer, first call resolution and customer satisfaction

• Experience Creating SOPs and Knowledge Articles

• Training personnel

• Conducting quality control monitoring

• Reporting related to top call drivers

• Responding to escalations and customer satisfaction requests

• CompTIA A+ certification may be substituted for 1 year experience.

The likely salary range for this position is $123,250 - $166,750. 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:

None

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.

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 30,00