Help Desk Team Lead

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Microsoft Technologies, SLAs, VTC

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as a Help Desk Team Lead with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.
 

We are seeking a proactive and customer-focused Help Desk Team Lead to oversee our frontline IT support team. This role combines technical expertise with leadership, ensuring timely and high-quality support for end-users while mentoring and guiding a team of Help Desk Technicians. The ideal candidate will have a solid background in Microsoft technologies—particularly Microsoft Azure and Microsoft 365—as well as a passion for delivering exceptional customer service.

Key Responsibilities:

Lead, coach, and mentor Tier 1 and Tier 2 teams, fostering a culture of service excellence and continuous improvement.

• Serve as the escalation point for complex or high-impact support issues.
• Monitor ticket queues, ensuring SLA adherence and prioritization of critical issues.
• Ensure accurate documentation of incidents, solutions, and procedures.
• Provide hands-on support for Microsoft 365 (Exchange Online, SharePoint, Teams, Intune) and Azure AD issues.
• Collaborate with other IT teams to resolve recurring problems and implement long-term solutions.
• Develop and deliver training and guidance to team members on new tools, technologies, and processes.
• Generate performance metrics and reports for leadership review.
• Development and refinement of standard operating procedures and knowledge base articles.

Required Qualifications:

• 5 years of experience in a Help Desk or IT Support role, with at least 1 year in a leadership or supervisory capacity, and some experience in a SCIF environment.
• Strong knowledge and hands-on experience with Microsoft 365 (including Exchange Online, OneDrive, SharePoint).
• Strong knowledge and hands-on experience with IT hardware and software such as printers, uninterrupted power supply (UPS), COTS and GOTS applications, and data transfer requests.
• Working knowledge of Microsoft Azure, particularly Azure AD and basic cloud infrastructure concepts.
• Working knowledge of VTC systems such as Microsoft Teams, WebEx, and Skype.
• Excellent interpersonal and communication skills with a proven ability to lead a customer-service-oriented team.
• Familiarity with ticketing systems such as ServiceNow.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Desired Qualifications:

• ITIL certification or knowledge of ITIL best practices is a plus.
• Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong advantage.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Experience: 5+ years of related
• Security Clearance Level: TS/SCI with Polygraph
• Location: McLean, VA - On Customer Site
• U.S. Citizenship Required

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $119,870 - $162,178. 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 VA McLean

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 30,000 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

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans